HND Creating a Culture of Customer Care 客服报告（第一篇）.doc

Content
Introduction
Procedures
Develop plans
The ways of establishing customer care strategy
Feedback
Reviewed and improved
Conclusion
mendation
Reference
Introduction
China Mobile Limited provides mobile voice and multimedia services through its nationwide mobile work, the largest of its kind in the world. It is also the most valuable mobile pany in the world. While a state-owned enterprise, it is listed on both the NYSE and the Hong Kong stock exchange. In addition to the world’s largest work, China Mobile has also the greatest number of mobile subscribers. As of 2009, it is the world's largest mobile phone operator, with over 508 million customers, the largest pany listed overseas and the largest in Asia.
Procedures
In this report , some information get from the and books.
Develop plans
In order to improve customer service levels of major operators, the SASAC and the Ministry of Information Industry last year, have launched the "Quality Service" and "sincere service to go spend" activities. As a large state-owned enterprise, China Mobile to respond to the SASAC, Ministry of Information Industry of the call, combined with the need to enhance their level of service carried out to the "integrity service satisfaction 100" as the theme of the annual event, shows that China Mobile will provide customers to a new strat