2007中国最佳呼叫中心管理人：唐华

唐华：上海永达（集团）股份有限公司副总经理、客户服务中心总监

获奖介绍：

毕业于复旦大学公共管理硕士（MPA），长期从事汽车销售行业市场营销与客户服务工作。

唐先生与永达客户服务中心同仁率先在中国汽车经销行业开创首个5位客户服务短号码“汽车服务万事通96818”，善于学习中国电信“我的微笑能让您听到”的客服理念；次年开创了“短信服务万事通01216”，继而成为96818之后的又一亮点；同年GPS定位抢修的推出再次提高客户服务满意度。其先进、创新的经营理念，将永达客户服务中心不断推向新的高度，现今96818客服中心已成为永达演绎“服务窗口、增量渠道、投诉途径、交流平台和决策依据”的崭新舞台。唐华作为永达客户服务中心总监，与客服团队创造出一套具有时代特征、行业特点、永达特色的客户服务战略规划，并且始终能够站在新起点、认清新形式、谋划新发展、永攀新高峰，树立汽车服务行业标杆形象。

Brief Introduction of the Winning Units:

He graduated from Fudan University Master of Public Administration and had taken charge of sales marketing and customer service for decades.Mr. Tang Hua leads the customer service center to initiate the first Customer Service Number “96818” in 5 digits around automobile industry. He referenced the service concept-- “you can hear my smile” from China Telecom and initiated the second particular Customer Service Number “01216” for Short Massage Service (SMS) one year later. These creative processes displayed the new means of “SMS” and “call center” sales, and increases the satisfactory degree of customer, especially after the “GPS track aids” was added in this system. The advanced and creative management concept of him sustained the customer service center to the summit of the industry. The interface “96818” presented the integrated function of “customer service”, “operating account”, “customer complaint”, “enterprise communication” and “strategic decision making” to display the Yongda service concept.

As the director of customer service center, Mr. Tang Hua created a strategy layout combined the feature of ages, industries and Yongda company with his customer service team. And they announced to stand at new beginning, recognize the new position, design the new development, reach the new summit and establish the new model in the automobile industry.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2007年9月

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