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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.

  • 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

  • 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.

  • 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"

  • Conduct regular monitoring from pre-sales to post-sales business processes to measure the key indicators as well as several financial indicators which will affect customer perception on monthly basis.

 

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.

  • 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

  • Establish service contingency plan and promote alert warning program among different channels through the real-time monitoring to prevent the occurrence of service problem.

 

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

"We are honored and privileged to receive the ‘Customer Relationship Excellence’ Awards for 5 consecutive years. We would like to thank Asia Pacific Customer Service Consortium for granting us the highest honor which recognizes our continual efforts and improvement in customer services over the years. I should also take this opportunity to thank every single employee of CTG for their outstanding work and contributions to the achievement. Last but not least, we are grateful for our customer’s support and we will continue to provide premier services to all our customers with a mission ‘Customer First, Service Foremost’. This award has acted as a catalyst and will continue to be one of our major driving forces in providing the best customer experience at ‘China Telecom Global’."

Mr. Li Qing, Vice President, Marketing
China Telecom Global Ltd