Key to Achieve Customer Relationship Excellence -
China Telecom Global Limited
In
this knowledge email, we would like to share how China
Telecom Global
Limited,
the winner of 2015 Customer Relationship
Excellence Awards in the category of
"Global Support Services of the Year (Telecommunications)", achieves
Customer Relationship Excellence (CRE) Awards.
Customer First, Service Foremost
-
“Customer first, Service foremost”
is the service philosophy and important core value of China
Telecom. China Telecom is dedicated to providing you with
excellent customer service. To increase our customer service
experience, we have continuously to enhance the planning of
customer service management and to improve our quality of
customer service via different aspects.
-
Introduce the Customer Service
Quality Standard to further improving the service levels. We
strive to achieve our goals of having one team for global
account management, one vision for global infrastructure
planning, one standard for global customer services and one
unified process for operation around the world in order to
enlarge our service scopes to provide a better and competitive
customer service centre.
Formulating Performance
System to Strengthen People Development
-
For staff training and management,
we continue to strengthen the front-line staff through on –going
trainings and assessment on their business and product
knowledge.
-
We have invested tremendous
resources in building the global customer contact centre,
setting up of the knowledge base for the hotline, establishing
service KPI’s, formulating customer service management approach
and unified process.
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Jointly with managers and staff
members to formulate the performance management system through
different service KPI’s, continuous assessment of service
process and service level enhancement. We have also continuously
advanced the hardware and software aspects and people
development to drive for the service excellence.
Conducting Customer Satisfaction Surveys Regularly to Build Up a
Long-term Relationship and Increase the Loyalty of Customers
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Customers are the best management consultant. It is better to listen to
their feedbacks to improve our service standard. Also, we will use database
to record customer information systematically in order to build up long-term
relationship with customers.
-
Conduct
customer satisfaction surveys on regular basis, understand their preference
and suggest improvements from customers’ perspective, and at appropriate
times, we will offer tailored –made services to customers to show our care.
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Participate in the Asia Pacific leadership summit, CSQS roundtable, CRE
awards and CSQS certification programs organized by APCSC. Through these
events, we can engage interact and learn from different industry leaders.
Through this learning platform, we can improve our service quality and work
hard to develop an ever excellent customer relationship towards the
objective of “world-class integrated information service provider”.
Develop "QOS
monitoring system"
Focus on the service case study to identify
service problem and to propose solution for improvement
-
Timely
release of service report to monitor service level in the company.
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Organize relevant parties to diagnose and focus on the recent typical
service issue.
Closed-loop mechanism for resolving service issues to ensure the continuous
improvements.
Establish the
Proactive Customer Service System to identify and resolve issues before they
become problems
Conduct
services enhancement project for different working units to promote effective
and constructive service improvements
-
Develop
service strategies to monitor and guide front line parties to carry out the
improvement action to uplift service quality.
-
Develop
professional service standards templates and guidebook to all front line
parties to enhance service quality.
China Telecom Global Limited
received the trophies and
certificates of 2015
"Global
Support Services of the Year (Telecommunications)" |
Please click
Youtube or
Youku to watch their Video Interview
Click here
for Press Release:
English /
中
文 |