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'Customer Satisfaction' gold medal for ZTE
October 16, 2004;
Not everybody knows, that operators don't need Nokia to build 2G and 3G cellular networks: ZTE from China is becoming increasingly competitive also in cellular network infrastructure area... yet they are copying too much from Cisco and doing too little on their own, but progress is visible...

Leading global telecommunications equipment provider ZTE has won gold in a prestigious awards event organised 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.

"We are very pleased to have won the award but, without sounding immodest, it didn’t come as a complete surprise" commented Mr 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.

To have the flexibility to meet the particular needs of different customers, ZTE provides personalised and differentiated service solutions, including professional services, personalised services, and expert services. A particular strength of ZTE’s customer service is the ability to provide its key customers and markets with different levels of customer service management.

In order to rapidly respond to customer needs on a worldwide basis and offer real-time service, ZTE’s main customer support centre is connected to seven subsidiary customer service centres representing different product departments, and to 24-hour, seven day a week hotlines from company offices in different parts of the world. This complete networked service system enables ZTE to offer professional support and very fast service around the clock. To date, ZTE’s highly effective customer care system has fielded in excess of 50,000 queries from its growing overseas customer base. Around 10% of this activity involves technical support.

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