ZTE wins customer satisfaction award — MobileMonday Global: Industry News

^{50 000 international service calls} ZTE wins customer satisfaction award

17 Oct 2004 at 06:10 GMT Timo Poropudas

China-based global telecommunications equipment provider ZTE has won gold in a prestigious awards event organized by the research institute of electronic information industry development in China.

In winning the ‘customer satisfaction gold medal of the China telecom product service’ award ZTE beat off strong competition from other enterprises in the ICT sector.

China's largest listed telecommunications equipment provider specializing in offering customized network solutions for telecom carriers worldwide. The company develops and manufactures telecommunications equipment for fixed, mobile, data and optical networks, intelligent networks and next generation networks as well as mobile phones.

"We are very pleased to have won the award but, without sounding immodest, it didn’t come as a complete surprise" commented Yang Dayue, assistant to ZTE CEO Yin Yimin.

"Over the years we’ve made major investments in systems and procedures to ensure our customer service is second to none. Excellence in customer service continues to be one of ZTE’s defining priorities."

Inside ZTE the transition from a basic customer service philosophy to the provision of best of class professional customer service management began a number of years ago. At the root of this ZTE had to change from being a passive customer service company to being a dynamically proactive customer service company.

Beginning in 1993 with the concept of ‘focusing all the work on customers’ requirements’, ZTE established an overall customer management system that encompasses pre-sales, sales and after-sales service in all of its markets worldwide. As a consequence, customer satisfaction is now an important benchmark of a ZTE employee’s ability, and an overriding orientation towards customer care is central to the company’s culture.

In order to rapidly respond to customer needs on a worldwide basis and offer real-time service, ZTE’s main customer support center is connected to seven subsidiary customer service centers representing different product departments, and to 24-hour, seven day a week hotlines from company offices in different parts of the world.

To date, ZTE’s customer care system has fielded in excess of 50 000 queries from its growing overseas customer base. Around 10 percent of this activity involves technical support.