How Do I Become a Telecommunications Consultant?

As a platform for telecom employees to realize their personal value, telecom companies need to make their work more efficient and achieve success through management. Therefore, for telecom service companies, to win customer satisfaction, they must first manage their telecom employees and Internal employee satisfaction.

Chinese name: Telecommunications marketing service staff

Foreign name: The telecommunication marketing service personnel

Telecommunications marketing service personnelTelecommunications service personnel and service profit chain

Telecommunications marketing service personnel

(1) Status of service personnel

People are an indispensable factor in the provision of telecommunications service products. On the one hand, the participation of high-quality and qualified employees is an indispensable condition for providing services; on the other hand, the attitude and level of employee service is also one of the key factors that determine the customer's satisfaction with the service.

(2) Service profit chain

The service profit chain of service companies makes a good illustration of this idea. The service profit chain tells us that profit is determined by customer loyalty, and the extraordinary profit space that loyal customers bring to the enterprise; customer loyalty is obtained by customer satisfaction, and the value of services provided by the enterprise determines customer satisfaction Degree; the satisfaction and loyalty of internal employees determine the value of service. Therefore, customer satisfaction is ultimately determined by employee satisfaction.

(3) Telecom companies are a platform for employees to realize their personal value

The key to maintaining the life of an enterprise is to maintain a balance of value and contribution. On the one hand, the company provides value to employees, providing status, rights, resources, information, opportunities, reputation and compensation income; on the other hand, employees contribute to the company, contributing performance, knowledge, experience, technology, methods, enthusiasm, wisdom And ideas. The value comes from the realization of corporate goals, the contribution comes from the realization of employees 'goals, and the satisfaction of employees' interest and emotional motivation. Only by keeping the balance of value and contribution can we guarantee the survival and development of the enterprise.

The role of telecom marketing service personnel in service marketing

Telecommunication services occur during the interaction between employees and customers, and the attitudes and behaviors of personnel will have a significant impact on customer service perception. The behavior of telecom service personnel plays a decisive role in the quality of service of an enterprise. Therefore, telecom companies need to find effective ways to manage their employees to ensure that their attitudes and behaviors can successfully complete the delivery of quality services. The chain relationship between "company-employer-customer" illustrates the position and role of employees in service marketing. Human resources management in telecommunications companies plays a more important role than general human resources management. This importance is mainly reflected in the following relationships: employee satisfaction is related to internal quality of the enterprise; employee loyalty and employees Related to satisfaction; employee productivity loyalty is related; service value is related to employee productivity.

Because when contacting front-line employees, these employees are often regarded as representatives of the entire enterprise, and the perceived service quality obtained by these employees is used as the quality of service provided by the entire enterprise. Therefore, if such a good mechanism exists within the enterprise , Then, front-line employees will try their best to leave a good image to customers and provide quality services.

Telecom marketing service personnel Internal marketing based on personnel management

Telecom marketing service staff internal marketing

The so-called internal marketing refers to the process of applying the ideas and techniques of sales management to the internal personnel management of an enterprise in order to achieve the satisfaction of internal employees and ultimately the satisfaction of external customers.

(1) Content of internal marketing

From the perspective of marketing philosophy, marketing functions, and macro marketing, analyze the content of internal marketing.

Marketing Philosophy-Establishing a Market-Oriented Organization-Interactive Marketing-Promoting Sales

Marketing functions-department management, human resources management, change management-promoting strategic implementation

Macro MarketingRelationship between internal supply chain management, marketing and corporate micro-environment

(2) Specific activities of internal marketing

From the perspective of strengthening the service culture, eight typical internal marketing activities can be proposed: training, management support and internal dialogue, a large number of internal communication and information support, human resource management, a large number of external communication, system and technical support, and internal service remediation.

Telemarketing service personnel

(1) Telecommunication services have the characteristics of full service

From the perspective of interface services, the service staff is very limited. The service interfaces of telecommunication operators mainly include free business halls, cooperative business halls, customer service hotlines, regional centers, and front-line service personnel of operators. The improvement of customer service capabilities and service initiative of these departments and these personnel will bring very intuitive feelings to customers. Business hall, hotline, and account manager are the three most important interfaces for operators to contact customers in terms of customer service.

(2) Service personnel management of major telecommunications customers

Large telecommunications customers generally refer to customers with large communication business, inter-provincial networking, diverse types of communication business, customers with development potential and exemplary role in the same industry, and customers who have an important role in the company's social benefits. Large customers have a high degree of personalization and often require telecommunications operators to provide personalized services. High-level large customers pay more attention to network quality and are less sensitive to tariffs; medium-level large customers are easily affected by the price of telecommunications service products.

For large customers, we need to increase training efforts, provide personalized solutions, and consider increments on the basis of retaining stock. The large customers have a high degree of personalization, the value of individual customers is high, and the competition is fierce; the service standards of large customers are high, and they need to invest more manpower and material resources. If telecommunications companies do not serve large customers according to certain standards and fail to obtain the needs and changes of large customers in a timely manner, it is likely that some or all of the business of large customers will be lost.

Internal management and training of telemarketing service personnel

Telecommunications marketing service personnel Relationships between companies, managers and service employees

For service companies, since the service delivery process is an interactive process, the attitude and behavior of those who contact customers is very important. The attitudes and behaviors of employees can have a negative or positive impact on customers' perception of service exposure and quality of service.

(1) Caring about problems encountered by employees and helping to solve them

Caring for problems encountered by employees and helping to solve them requires effective communication with employees. Communication needs to focus on what both parties can perceive, and on areas that have already inspired the intended recipients. From the beginning, communication should understand the values, beliefs, and aspirations of the intended recipient.

(2) Make employees aware of what is happening inside the company

If every employee understands what is happening inside the company, it will benefit the company in serving customers. Because if there is a situation that cannot be handled in the service for a while, the employee will quickly find the answer or let the capable employee complete the service to the customer.

(3) Establish the overall concept of the enterprise and enhance the sense of responsibility of employees

For telecommunications companies, managers should use the "concept of business results" as the guiding ideology, comprehensively lead the company's various tasks to the center of revenue, comprehensively oriented the business to business results, and let every employee share the company's achievements and The performance of the company is closely related, focusing on the results and performance of the company.

An employee's work outcome is measured by his contribution to the business. Managers need to establish a concept of overall results, so that employees know and understand the requirements of corporate goals on themselves, and managers first need to figure out what kind of contribution employees are expected to make.

(4) Full respect for employees

An enterprise is a means for individuals to obtain a livelihood and social status, to interact with others, and to achieve personal achievements and satisfaction. An enterprise is a place where people with recognized values gather and realize the value of all parties. Telecom companies must respect every employee, build a platform for telecom employees to realize their personal value, and make their work efficient and successful.

(5) Give employees the right to make decisions

Service employees have an important responsibility for meeting customer needs and improving customer satisfaction, and they should be given corresponding rights. Empowering employees means allowing customers to contact people to exercise some degree of decision-making power during service delivery. Empowerment focuses on making employees aware of their work status through information sharing, and aligning employee compensation with personal and team performance results.

Management of employees by telecom marketing service personnel

Managers face different employees, and not everyone can do their job well. In this case, managers need to learn to help employees change practices and do their jobs well. For employees, in order to better serve customers, they often need to know what they are doing, and they need feedback from managers, whether this information is positive or negative. Therefore, managers should evaluate employees' work in time and help them correct mistakes.

Telecommunications marketing service staff training

Business-to-customer service is achieved through face-to-face interaction between employees and customers. Employees provide services to customers during this interaction. The quality of corporate services is directly determined by the performance of employees in the process of providing services. More and more companies that serve customers as a guide recognize that in the short period of time when employees serve customers, employee behavior is critical. Therefore, service companies pay more attention to employee training than other companies, and the purpose is to enable those employees who are in contact with fish customers to be more proactive and creative in providing quality services to customers.

The importance of staff training

Training is an action taken by a company to help employees learn comprehensive job-related competencies. These actions include knowledge, skills, or behaviors that are critical to successfully completing work. The purpose of training is to equip employees with the knowledge, skills, and behaviors emphasized in the training program and apply them to daily work.

Main contents of training

The main contents of the training include three aspects: training of employee skills, training of communication skills, and training of corporate value.

Levels and specific methods of internal training

In addition to grassroots staff training, managers should also be trained. Comprehensive internal training is generally carried out at the following four levels.

(I) Training of top management

The training for top management is characterized by macro management, which mainly lies in how to formulate and implement customer-oriented management strategies.

(II) Training of managers and supervisors

General managers need to learn how to play their role in the following aspects of rights, team building, and being a consultant to employees. In the business practice of telecommunications enterprises, department managers need to exert the leadership skills required by their work under the guidance of the core values of corporate development. Managers should also have the necessary skills to coordinate plans across the enterprise to form a whole. Such training is almost compulsory in many enterprises, and every manager needs to learn.

(3) Training of front-line employees in contact with customers

During the training, front-line employees should not only learn the skills to help customers, make arrangements for customers, put customers' needs first, but also have the thought of serving customers.

(4) Training of other employees

The training program should make these employees aware of the benefits that quality service brings to the company and their own careers, and make them aware of the importance of their service delivery process, while helping them understand the meaning of "internal customers". The important thing is to make these employees learn how to support and help front-line employees at work.