打造移动客户投诉端到端闭环管理体系
To build customer complaints end-to-end closed-loop control system
李青 1宫丹丹 1蒋春辉 1陈洁1
作者信息
- 1. 中国移动通信集团内蒙古有限公司,内蒙古 010090
- 折叠
摘要
针对当前行业竞争与发展趋势,基于对投诉管理工作要求的提高.分析现阶段客户的需求变化、提供高质量服务,要先于客户发现问题、解决问题.研究了目前客户投诉管理存在投诉预警不到位,服务风险不能有效预测,溯源管理不到位,投诉处理质量指标各自独立不成体系等问题,提出了从洞察、预判、运营、溯源四个方面着手,改进投诉管理水平,打造投诉端到端闭环管理体系.结果表明通过全流程闭环管理、焦点难点化解、构建投诉效能评价体系等举措,能够提升投诉价值.
Abstract
In response to the current competition and development trend of the industry,based on the improvement of the require-ments of the complaint management work.To analyze the changes in customer demand at this stage and provide high-quality services,it is necessary to identify and solve problems before customers.The study of the current customer complaint management in the com-plaint warning is not in place,the service risk can not be effectively predicted,the traceability management is not in place,the com-plaint handling quality indicators are independent of each other and not a system,etc.,and put forward from the insight,prediction,opera-tion,traceability of the four aspects of the improvement of the level of complaint management,to create a closed-loop management system of complaints from end to end.The results show that the value of complaints can be improved through the whole process of closed-loop management,focusing on the resolution of difficult issues,and the construction of a complaint effectiveness evaluation system.
关键词
投诉/端到端/闭环管理Key words
Complaint/End-to-end/Closed-loop management引用本文复制引用
出版年
2024
国家科技期刊平台
NSTL
维普
万方数据