中国电信服务工作会PPT材料(模板)

中国电信泸州分公司构建差异化服务体系探索服务自愈机制有效改善品牌客户感知助力企业转型攻坚10000客户服务中心1第一部分2007年服务工作回顾服务目标服务举措服务短板服务成效第三部分2008年服务工作安排第二部分差异化服务构建背景2XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服务指标完成情况3服务专题讲座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服务专题讲座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服务举措双驱动策略4服务举措“四化”服务全员化XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX精细化差异化前置化5规范新业务体验推广模式：XXXXXXXXXXXXXX遏制越级投诉增长XXXXXXXXXXX成立XXXXXXXXXXXXXXXXXXXXXXXX统一管理XXXXXXXXXXXXXXXXXXX服务举措服务短板整治增值业务管理宽带维护针对性整治服务短板问题6服务成效07年荣膺XXXXXXXXXXXXX申报2007年XXXXXXXXXXXXXXXXX政企XXXXXXXXXXXXXXXXXXXXXX7客户XXXXXXXXXXXXXXXXXXXXXXX服务XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服务短板品牌XXXXXXXXXXXXXXXXXXXXXXXXXXXxxxxxxxxxxxxxxXXXXXXXXXXXXXX宽带XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX转型XXXXXXXXXXXXXXXXXXXXXXXXXXXX8第一部分2007年服务工作回顾行业现状客户需求企业转型第三部分2008年服务工作安排第二部分差异化服务构建背景9客户认可联通服务形势行业现状行业内服务竞争愈演愈烈客户群购买形式、购买特点及购买心理发生变化客户接受服务的意识增强，服务需求提升客户满意的服务——可靠的企业信誉、服务支撑和服务质量——立足客户感知的差异化服务当前服务背景——六大电信运营商服务对象同质化，通讯市场整体化——以“差异化”服务作为客户吸引点10市场结构区域文化市场目标产品使用售后服务竞争对手客户需求差异化以客户为导向的差异化服务营销模式服务形势客户需求市场发展影响客户需求，客户需求决定市场差异——企业在制定客户服务战略时必须考虑到客户的差异性，综合多种差异化市场因素，以客户为导向，建立全新营销模式——差异化客户服务战略。11营销转型：创新型渠道网络构建差异化服务体系提升企业竞争力业务转型：以多媒体业务为核心服务形势企业转型企业转型后，服务将以多媒体业务为核心，业务种类更丰富，运营渠道更多样化，必须由一个立体的、全天候的、渗透性更强的渠道网络予以承载。随着客户需求的转变以及电信业务的转型，为适应未来多样化的市场需求和服务要求，电信企业实施差异化服务战略，构建差异化服务体系已是迫在眉睫。12第一部分2007年服务工作回顾第三部分2008年服务工作安排第二部分差异化服务构建背景总体思路总体目标具体安排13总体思路XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX省公司服务工作思路泸州分公司服务工作思路14总体目标促进xxxxxxxxxxxxXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX客户XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX全市目标客户接触点服务支撑15改进四个短板XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX提升三项能力XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX推进两项驱动XXXXXXXXXXXXXXXXXXXXXX坚持一个核心XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具体安排XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX16外树XXXX内抓XXXX以服务促成客户价值延伸具体安排客户感知为核心XXXXXXXXXXXXXXXXXX“XXXXXXXXXXXXXXXXX”“XXXXXXXXXXXXXXXXXX—XXXXXXXXXXXXXXXXXXXX”XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX17具体安排双驱动推进服务文化ServiceCultureXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服务管理ServiceManagementXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX18•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具体安排三项能力提升•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX19积分回馈支撑保障客户区分重点明确标准推行内涵填充XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXX•XXXX•XXXX•XXXXXXXXX•XXXX•XXXXXXXXXX•XXXX•XXXX•XXXXXXXXX•XXXX•XXXX具体安排三项能力提升21具体安排四项短板改进XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX22•XXXXXXXXXXXX•XXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX•XXXXXXXXXXXXXXXXXXXXXXX具体安排计划进程23用户至上用心服务用户至上用心服务2008年，是泸州电信转型攻坚之年，机遇与挑战并存。面对未来，我们也更有面对困难的信心与挑战的勇气：用心至诚，永远是泸州电信人不断超越、不断创造的目标和准则。让我们在激情燃烧的2008年携手并进、全力冲锋、攻坚破难，实现泸州电信服务能力新跨越。用户至上用心服务March1020082008年，XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX24品牌服务团队XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX差异化服务标准差异化服务流程支撑保障完善支撑系统保障标准落地电子渠道实体渠道XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX积分回馈支撑保障客户区分重点明确标准推行内涵填充XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX