目前,通信行业的竞争从原来简单的价格竞争逐步转换为包含品牌、服务在内的全面综合竞争,而服务质量已成为企业核心竞争能力之一。当前通信行业用户服务工作面临着巨大挑战,不论是企业内部的服务流程,还是服务管理举措等诸多方面,都还存在着有待优化的空间。原有的用户服务体系明显显现不足,并开始成为制约企业发展的一个重要因素。本文对通信行业提升用户服务质量的必要性进行分析,提出“始于用户需求,终于用户满意”的举措,以稳定提高服务水平,打造长期的服务竞争优势。 At present, the competition in the communications industry gradually transforms from simple price competition to comprehensive and comprehensive competition including brand and service, and service quality has become one of the core competitiveness of enterprises. At present, the user service work in the communication industry is facing great challenges. There is still room for improvement in many aspects, such as the service flow inside an enterprise and service management initiatives. The original user service system obviously appears inadequate, and began to become an important factor restricting the development of enterprises. This paper analyzes the necessity of improving the service quality of users in the telecommunications industry and puts forward the measure of “starting from user needs and finally satisfying customers”, so as to steadily improve service level and create long-term service competitive advantages.