China Telecom has always considered VIP (very important) customers as important strategic resources and cooperative partners of the corporation. Taking world-class advanced telecom operators as models, China Telecom has been raising its service level comprehensively, stressing to helping customers create value and realizing joint development with customers.
China Telecom has set up a unified but three-level VIP sales and service system that has covered the whole country of China and is extending overseas. With more than 10,000 professional customer managers and several thousand telecom experts, this system is providing VIP customers with international-level comprehensive communications and network services.
China Telecom commits itself to raising the service level for VIP customers. In China, China Telecom is the first operator to have introduced the FocOne end-to-end and whole-process service, and has been continuously optimizing its working process and unifying the service standards so as to provide omni-directional highly-efficient, fast and international-standard end-to-end and whole-process service. China Telecom devotes its efforts to letting customers "do one-stop shopping but enjoy a whole-process service without worrying" and tries hard to keep zero distance with its customers, and to provide customers with zero interruption and high-quality service assurance, zero-time delay response and zero-distortion standardized service. By comprehensively implementing the Customer Manager Responsibility Mechanism, China Telecom provides every VIP customer with a one-to-one whole-process service. With the domestically first created Confidential Service System, the VIP service can extend China Telecom's service to the desk of any VIP customer through confidential and security network means. Having built up a tailored two-way communications channel between the operator and a VIP customer, China Telecom can provide international-standard SLA service while the customer can select a high-quality and optimized price service. Having high-quality lines/circuits and their standbys, China Telecom can assure secure and reliable network operations for VIP customers so as to open "Green Channels" which VIP customers can enjoy solely so that their emergent communications requirements can be met in a speedy way.
China Telecom is also China's first operator to have set up the VIP Response Center with a unified service interface and the Global Customer Service Center (GCSC). With the formal operation of the GCSC, time for breakdown complaint acceptance, breakdown identification, breakdown positioning, service route by-passing and breakdown elimination has been greatly reduced. Meanwhile, for speedily catching up with the internationally advanced telecom operators, meeting ever increasing service requirements from overseas customers and perfecting and enhancing communications with overseas customers, the GCSC located in Shanghai has specially provided overseas customers with the Chinese and English language service 24 hour per day and 7 days per week.
By relying on over 1,000 experts working with Beijing, Shanghai and Guangzhou Research Institutes, China Telecom's VIP Customer Supporting Center can provide any VIP customer with tailored and individualized services as well as comprehensive solutions so as to meet integrated and individualized communications requirements from VIP customers and help them raise their values.
Bearing in mind the "Customer First, Service Foremost" philosophy, the respecting-work and highly-efficient special manager team of China Telecom has been devoting their efforts for offering standardized service, and standardized construction and offering trans-regional in-differential service for a same customer.
By considering that "sincere cooperation" is the way for conducting oneself in the society and considering that every VIP customer is a partner, China Telecom has established strategic cooperative relations with hundreds of national group customers and transnational companies, covering governmental entities, banking systems, stock exchanges, insurance companies, the Customs, manufacturers, educational institutions as well as many transnational company groups.
For many years, China Telecom has devoted itself to supporting the social informatization construction of the country, continuously develop network application solutions which cater for features of various kinds of sectors and providing high-quality services and strong network platform supports, therefore, has been greatly pushing forward the social informatization progress. So far, over 200 information application systems with a nationwide nature and with the utilization of China Telecom's network have been set up.
To repay confidence and support from VIP customers, China Telecom has set up the Partner Confidence Club based on sincerity, communications, understanding and progress together objectives. China Telecom is determined, through this VIP club, to serve customers sincerely, enhance mutual confidence and exchanges, and shoulder to shoulder with customers, to jointly open a better future. |
