电信运营商用户投诉处理管理模式研究

Research on Treatment Management Mode of customer complaints of Telecom operators

随着近些年我国电信行业的发展，互联网企业给电信运营商带来了巨大的挑战。谁能获得客户的认可，谁将在竞争中胜出。针对目前电信运营商投诉处理存在的问题，本文以用户投诉分析为基础，阐述了一种投诉处理管理模式，从而实现用户投诉量的控制。

With the development of China＇s telecommunications industry in recent years, the Internet companies to telecomoperators an enormous challenge. Who can get customer approval, whowill win the competition. For telecomoperators complaint handling problems in this paper based on the analysis of user complaints, describes a complaints handling management mode, enabling the user to control the amount of complaints.