服務(wù)工作會PPT材料(模板)

構(gòu)建差異化服務(wù)體系探索服務(wù)自愈機制有效改善品牌客戶感知助力企業(yè)轉(zhuǎn)型攻堅 10000客戶服務(wù)中心

屋檐人家·資料下載收集提供,版權(quán)歸原作者所有第一部分2007年服務(wù)工作回顧服務(wù)目標(biāo)服務(wù)舉措服務(wù)短板服務(wù)成效第三部分2008年服務(wù)工作安排第二部分差異化服務(wù)構(gòu)建背景XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)指標(biāo)完成情況服務(wù)專題講座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)專題講座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

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XXXXXX服務(wù)舉措雙驅(qū)動策略服務(wù)舉措“四化”服務(wù)全員化XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX精細(xì)化差異化前置化規(guī)范新業(yè)務(wù)體驗推廣模式：XXXXXXXXXXXXXX遏制越級投訴增長XXXXXXXXXXX成立XXXXXXXXXXXXXXXXXXXXXXXX統(tǒng)一管理XXXXXXXXXXXXXXXXXXX服務(wù)舉措服務(wù)短板整治增值業(yè)務(wù)管理IIS7寬帶維護(hù)針對性整治服務(wù)短板問題服務(wù)成效07年榮膺XXXXXXXXXXXXX申報2007年XXXXXXXXXXXXXXXXX政企XXXXXXXXXXXXXXXXXXXXXX客戶XXXXXXXXXXXXXXXXXXXXXXX服務(wù)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)短板品牌XXXXXXXXXXXXXXXXXXXXXXXXXXXxxxxxxxxxxxxxxXXXXXXXXXXXXXX寬帶XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX轉(zhuǎn)型XXXXXXXXXXXXXXXXXXXXXXXXXXXX第一部分2007年服務(wù)工作回顧行業(yè)現(xiàn)狀客戶需求企業(yè)轉(zhuǎn)型第三部分2008年服務(wù)工作安排第二部分差異化服務(wù)構(gòu)建背景客戶認(rèn)可聯(lián)通服務(wù)形勢行業(yè)現(xiàn)狀行業(yè)內(nèi)服務(wù)競爭愈演愈烈客戶群購買形式、購買特點及購買心理發(fā)生變化客戶接受服務(wù)的意識增強，服務(wù)需求提升客戶滿意的服務(wù)——可靠的企業(yè)信譽、服務(wù)支撐和服務(wù)質(zhì)量——立足客戶感知的差異化服務(wù)當(dāng)前服務(wù)背景——六大電信運營商服務(wù)對象同質(zhì)化，通訊市場整體化——以“差異化”服務(wù)作為客戶吸引點市場結(jié)構(gòu)區(qū)域文化市場目標(biāo)產(chǎn)品使用售后服務(wù)競爭對手客戶需求差異化以客戶為導(dǎo)向的差異化服務(wù)營銷模式服務(wù)形勢客戶需求市場發(fā)展影響客戶需求，客戶需求決定市場差異——企業(yè)在制定客戶服務(wù)戰(zhàn)略時必須考慮到客戶的差異性，綜合多種差異化市場因素，以客戶為導(dǎo)向，建立全新營銷模式——差異化客戶服務(wù)戰(zhàn)略。

營銷轉(zhuǎn)型：創(chuàng)新型渠道網(wǎng)絡(luò)構(gòu)建差異化服務(wù)體系提升企業(yè)競爭力業(yè)務(wù)轉(zhuǎn)型：以多媒體業(yè)務(wù)為核心服務(wù)形勢企業(yè)轉(zhuǎn)型企業(yè)轉(zhuǎn)型后，服務(wù)將以多媒體業(yè)務(wù)為核心，業(yè)務(wù)種類更豐富，運營渠道更多樣化，必須由一個立體的、全天候的、滲透性更強的渠道網(wǎng)絡(luò)予以承載。隨著客戶需求的轉(zhuǎn)變以及電信業(yè)務(wù)的轉(zhuǎn)型，為適應(yīng)未來多樣化的市場需求和服務(wù)要求，電信企業(yè)實施差異化服務(wù)戰(zhàn)略，構(gòu)建差異化服務(wù)體系已是迫在眉睫。第一部分2007年服務(wù)工作回顧第三部分2008年服務(wù)工作安排第二部分差異化服務(wù)構(gòu)建背景總體思路總體目標(biāo)具體安排總體思路XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX省公司服務(wù)工作思路瀘州分公司服務(wù)工作思路總體目標(biāo)促進(jìn)xxxxxxxxxxxxXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX客戶XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX全市目標(biāo)客戶接觸點服務(wù)支撐改進(jìn)四個短板XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX提升三項能力XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX推進(jìn)兩項驅(qū)動XXXXXXXXXXXXXXXXXXXXXX堅持一個核心XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX外樹XXXX內(nèi)抓XXXX以服務(wù)促成客戶價值延伸具體安排客戶感知為核心XXXXXXXXXXXXXXXXXX“XXXXXXXXXXXXXXXXX”“XXXXXXXXXXXXXXXXXX—XXXXXXXXXXXXXXXXXXXX”XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXX具體安排雙驅(qū)動推進(jìn)服務(wù)文化ServiceCultureXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)管理ServiceManagementXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排三項能力提升XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

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品牌服務(wù)團(tuán)隊XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX差異化服務(wù)標(biāo)準(zhǔn)差異化服務(wù)流程支撐保障完善支撐系統(tǒng)保障標(biāo)準(zhǔn)落地電子渠道實體渠道XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX積分回饋支撐保障客戶區(qū)分重點明確標(biāo)準(zhǔn)推行內(nèi)涵填充XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排三項能力提升XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排三項能力提升具體安排四項短板改進(jìn)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排計劃進(jìn)程用戶至上用心服務(wù)用戶至上用心服務(wù)2008年，是瀘州電信轉(zhuǎn)型攻堅之年，機遇與挑戰(zhàn)并存。面對未來，