| Summary: | 碩士 === 國立勤益科技大學 === 企業管理系 === 103 === Due to the high telecommunication market concentration rate, and telecommunication products have few differentiation and highly replaceable. Telecommunication industry in Taiwan goes to the mature period at present. New coming telecommunications competitions have less chance to increase the market share.
Under these circumstances, customer service is a very important element to strengthen customer's trust; hence, these companies need to provide superior service to suffice for their customers by different channels, and to keep having high share rate of this market. Customer service is in intensive market now, the good quality of service is the key to win customers over.
Customer service center employees are representatives who help to resolve problem and serve customers, thus, taking new employee training is important for both company and employees.
Customer service center establishment is expected for a comprehensive service, enhancing over customer's trust, consolidating customer's loyalty. Content analysis, information collection, in-depth interviews are applied here to conduct an exploratory analysis on the subject.
From the findings of the study, the new employees to become professional customer service people after going to customer service center, suggestions of training contents, plans and developments in accordance with the findings of the study are made as 9 propositions.
Proposition 1 The short term strategy of customer service center is reducing new employee training hours in soonest possible, and let the new employee handle customer basic needs; the long term strategy is to meet customer’s expectation for building up brand image of company.
Proposition 2 The training department discuss with operation department and offer training needs in according operation currency.
Proposition 3 The new employees training propose is leaded by training and operation department. New employee is assigned on having passed the examination.
Proposition 4 The new employees will have full and multiple skill training when manpower sufficient, on the other hand, they will have one step by step training in lack of manpower moment.
Proposition 5 new employee training is step by step on skill of general courses, communication, products, system courses, these courses are beginning from first stage to advanced.
Proposition 6 The training content of trainer must be the latest information, and trainer needs to realize the work of frontline and take operation periodical.
Proposition 7 Supervisors of training and customer service center consider that new employee’s attitude in training is better in job performance than specialty
Proposition 8 During training, the role of operator supervisors will be a mentor to help new employee and improve employee survival rate.
Proposition 9 After completing training, the new employees need more 3 months to have comparable strength.
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