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 Abercrombie,Telecom complaints customer segmentati

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PostWysłany: Śro 14:22, 11 Maj 2011    Temat postu: Abercrombie,Telecom complaints customer segmentati

Telecom customer segmentation and communication strategy Complaints



Abstract: To maintain customer loyalty and customer is very important to establish, maintain good relations. Maintain relationships not only provide high quality products and services, but also properly handle customer complaints. Generally speaking, complaints of customers have a favorable impression of the company, or the company's intention is not to give up, so if the service were able to successfully deal with customer complaints, to be able to restore customers.
Keywords: customer complaints customer segmentation customer communication telecommunications customer complaint is received telecommunications services customers in the telecommunications operating companies to provide telecommunications services, the telecom service products factors arise the contradictions and conflicts or damage the interests of telecommunications customers,[link widoczny dla zalogowanych], to the telecom operators or other relevant departments to submit their views and demands of the behavior. When rights are infringed or may be infringed, consumers will take action. Consumer complaints in the face when their rights are infringed the first self-help means. The complaints mainly related to telecommunications users four categories, namely: telecommunications services, network quality, telecommunications charges, types of business. Telecommunications customer complaints because (a) of the Company reasons 1. Telecoms market position. The number of China's telecommunications business is not too much, especially the status of China Telecom and China Mobile obvious advantages, so in terms of the development of relevant services and service attitude is still not out of the style of the past industry leader. 2. Service professionalism and communication skills are not high, the service bad attitude. Service the company provides products and services, lack of understanding can not very well offer the right products and services to customers; service staff lack communication skills, to the customer's lack of convincing explanations and instructions,[link widoczny dla zalogowanych], can not quickly and effectively resolve customer doubt; lack of enthusiasm for the customer service staff, back from the dead, so that customers have been ignored, not taken seriously feeling. These conditions will lead to customer dissatisfaction and objections will lead directly to customer service and even a complaint to their superiors. 3. The lack of communication between various departments within the company. The absence of front-line customer service and installation personnel conduct regular communication, so do not know what is what customers should install the network more suitable, resulting in a waste of time and energy customers, but because of the relative monopoly of telecommunications, so the customer does not drain. From the other side to side to illustrate if we can take appropriate measures to address customer complaints,[link widoczny dla zalogowanych], the customer is likely to remain in the company's very large. 4. The company's policy of non-human. Because of China's telecommunications company relative to other countries, although a certain degree of competition, but still relatively monopoly, so telecom companies often overlook the importance of human needs, or inadequate attention. 5.'s Service gaps in the details. Business Hall of outlets, business offices of the interior design and layout, business hall of the payment window, and so the inappropriate design of the hardware will lead to customer dissatisfaction, lead to customer complaints. (B) of the customer because 1. Competitors bring to the customer heart imbalance. Customers with other telecommunications companies in the contact process, we found more in line with other companies provided products or services to their needs, and my heart had a unbalanced state, about their choice had a feeling regret, hope to change this situation through the complaint , or a certain degree of compensation. 2. Client's own emotional problems, the customer may be due to poor health, bad mood, and so are prone to cause resentment. Telecom customer complaints about the mental breakdown temperament characteristics of the consumer, the consumer's temperament can be divided into four categories: choleric type, type sanguine, phlegmatic cytoplasmic type and depression. After study, the majority of telecommunications customers are repeat complaints choleric sanguine type and customer type, these two types of temperament types of customers are excited to higher nervous activity type and active type, and their emotional excitement is high, poor inhibition, in particular, impulsive, so when they complained there are three psychological: vent-type customers. Such customers for choleric type, emotional easily out of control, customer acceptance of such telecommunications services, vulnerable to setbacks, usually because the line does not provide direct service personnel correct services and products,[link widoczny dla zalogowanych], or front-line staff and reasonable explanation is not enough to the complaint, but complaints and complaints with anger, when the emotional complaints, and even some irrational. Demand respect for the type of customer. The emotional quality of blood-type customers is extremely rich in their use of telecommunications services products in the process more selective and focus on the details of the service, the complaints,[link widoczny dla zalogowanych], often long-winded, but also reasonable, is difficult to be persuaded, and believe that their complaint is and justified, and they most want is sympathy, respect and attention and so on. Seek Compensation clients. The purpose of redress customer complaints, where customers need to remedy mainly material compensation. When the client's rights are being infringed, they hope to be compensated in a timely manner. For example, the strongest response telecommunications users information services business in the short right to know issues, such as short message service establishment and termination of business conditions, non-transparent way, in particular, short message services, such vague charges. All these have resulted in customer losses on property, customer complaints, need to be compensated.


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