What is the VIP customer service seat of Yunnan Mobile? I said this when I called 10086 human service.

Yunnan Mobile VIP customer service special seat 10088 ensures a good service attitude. Try it if you don't believe me.

What do you mean by high-end customers?

Answer: High-end and stable customers taking photos refer to customers whose ARPU was stable from July to June, 2009 (that is, the average ARPU was above 120 yuan, the calling MOU was above 100 minutes, and the ARPU value was above 65,438 for more than 4 months). Or customers with average ARPU of 10%, MOU greater than 100 minutes, ARPU of 100% and MOU greater than 100 minutes, four months from June to June).

Who are the new high-end customers?

A: The definition of high-end customers who take photos has been added: high-value customers who meet the new photo conditions except those who took photos in July-65438+February 2065438+00-1-June.

How do you visit VIP customers during their daily maintenance?

Answer: door-to-door, text message, outgoing call.

6. What are the fields collected by 6.VIP customers?

Answer: VIP customers * * * need to collect 12 fields: customer name, customer gender, customer birthday, customer mailing address, name of account maintenance manager, VIP type, VIP level, VIP card number, valid start time of VIP card, valid end time of VIP card, priority contact method (SMS, voice call) and optimal contact time;

7. What are the fields collected by 7.VIP customers?

Answer: VIP customers * * * need to collect 8 fields: customer name, customer gender, customer birthday, customer mailing address, name of customer maintenance manager, customer type (group VIP customer or individual VIP customer), priority contact method (SMS, voice phone) and best contact time.

8. What marketing activities does the company currently carry out for deep-bundled mid-to high-end customers?

A: Deep bundling activities include mid-to-high-end, normalized prepaid phone bills/fuel cards/mobile phone terminal activities (Annexes 6 and 7), hidden feedback marketing activities for early warning customers and other marketing activities conducted by branches with a contract period of more than 65,438+00 months and guaranteed consumption greater than that of 50 yuan.

9. What are the company's current marketing activities for mid-to high-end customers?

A: There are preferential activities for middle and high-end customers' network age (Annex 5), hidden feedback activities for early warning customers (Annex 8) and normalization activities for prepaid phone bills/fuel cards/mobile phone terminals (Annexes 6 and 7).

10. What are the exclusive services for VIP customers?

A: Birthday free (attachment 1), love insurance (attachment 2), free experience at home (attachment 3), handheld consultation experience season, sticky pre-stored feedback from high-end customers (attachment 4) and online age discount activities.

XI。 What is the content of "free birthday"? (attachment 1)

Answer: The call charges for mid-to high-end customers' birthdays include local call charges, domestic long-distance call charges (excluding Hong Kong, Macao and Taiwan), roaming call charges in the province (including additional dialing 12593, 1795 1) and domestic roaming call charges, which can be summarized as follows: all domestic call charges except international call charges (excluding Hong Kong, Macao and Taiwan) are exempted.

12. What are the activities of "Pocket Consultation Experience Season"? (Annex 4)

Answer: The mobile phone newspaper, color number, directory manager and 139 mailbox are free to experience activities. The scheme is: VIP customers and VIP customers can experience 1 month for free as long as they participate in the activities. Customers can enjoy business use fee reduction in the month when they handle business, but the business experience period starts from the next month.

13. What are the specific contents of sticky pre-stored feedback from mid-to high-end customers? (Annex 4)

A: It includes nine services: mobile newspaper (Global Phoenix Current Affairs Weekly, Xinhua Mobile Newspaper, Spring City Mobile Newspaper Comprehensive Edition, Sports), 139 E-mail 5 yuan Edition (including Pushemail function), Fetion members, directory manager, mobile TV, mobile phone map, mobile phone payment for lottery tickets, care treasure and color number.

14. What methods do mid-to high-end customers have to deal with sticky pre-stored feedback? How to deal with it specifically? (Annex 4)

Answer: It can be handled through the business hall, account manager, telephone manager, SMS and hotline 10086.

15. What are the preferential activities for middle and high-end customers? (Annex 5)

A: If the customer's consumption reaches 120 yuan/month during the contract period after the customer participates in the activity, the customer will be given corresponding minutes in the second month, and the feedback ratio will be calculated according to the online age of the customer in the next year. Details are as follows:

Free monthly call time for Internet users (including domestic calls)

3-5 years 150

5-8 years old 180

8- 10 220

10 years or more 280

VIP customer-specific service (key points)

(1) Birthday Free: middle and high-end customers are free of call charges on their birthdays, including local call charges, domestic long-distance call charges (excluding Hong Kong, Macao and Taiwan), roaming call charges in the province (including additional calls 12593, 1795 1) and domestic roaming call charges, which is to sum up:

(2) Love insurance:

Participants: All high-end customers who take photos online, VIP customers, and high-end customers added on 20 10 can get an insurance as long as they fill in the relevant customer information;

This insurance shall be handled in the current month, and the relevant insurance liabilities shall take effect before 10 of the following month;

Only qualified middle and high-end customers can participate in the event, and each customer can only participate in one event.

(3) I have a free experience at home

Target audience: high-end customers taking photos, new high-end customers and VIP three-card customers.

Activity time: August 2065438+00-February 3 1.

Activity content: provide customers with free experience of our home business according to their online service years, and the longest experience period is 9 months, that is, the target customers who joined the network on or before July 2007; The shortest experience period is 3 months, that is, the target customers who entered the network in August 2009 or later, as follows:

Free online experience package and number: free online experience period, monthly fee reduction * * * function fee reduction from August 2009 onwards. My home service is 14 yuan Package 34 1226 Yuan Package 36 10304 14 yuan Package 31442Ijia enjoys the service in 55 yuan Package 3565438. 438+0236 From August 2007 to July 2009, my family service 14 yuan Package 642426 Yuan Package 66363 10 yuan Package 610604/4 yuan Package 6 1484 My family enjoys service 55 yuan Package 65304. Before July 7th, my family service 14 yuan Package 943626 Yuan Package 96543 10 yuan Package 910904/4 yuan Package 9 14 126 I enjoy my family service, 55 yuan Package 954568 Yuan Package.

Treatment method:

(1)BOSS front desk handling: customers can apply to participate in activities through the business front desk;

(2) SMS application: the customer edits "iwjzs" (my initials)+"number" and sends it to 10086. The system will automatically determine whether the customer meets the processing conditions. If it meets the requirements, a free gift package will be opened for customers, and the corresponding free experience period will be reduced or exempted according to the feedback ratio of customers' online time, and the customers will be informed by SMS.

(d) Pocket Counseling Experience Season

The scheme of free experience activities for mobile phone newspaper, color number, directory manager and 139 mailbox is as follows: VIP customers and VIP customers can experience 1 month for free as long as they participate in the activities, and customers can enjoy business use fee reduction in the month when they handle business, but the business experience period starts from the next month.

The specific activity plan is as follows:

Online Time Mobile Newspaper (Global Phoenix Weekly, Xinhua Mobile Newspaper, Spring City Mobile Newspaper Comprehensive Edition, chinese national geography, Sports) 1 Moonlight 1 Monthly Directory Manager 1 Monthly 5 yuan Edition 139 E-mail 1 Month.

(5) Pre-stored feedback activities for high-end sticky business.

Target audience: VIP customers, VIP customers (including potential customers, stable customers and new customers)

Activity time: normalized feedback, and a separate marketing demand notice will be issued at the end time.

Activity content: Customers only need to pre-store the business usage fee for a certain period, and then they can give away the phone bill or terminal.

Mobile Newspaper (Global Phoenix Current Affairs Weekly, Xinhua Mobile Newspaper, Spring City Mobile Newspaper Comprehensive Edition, Sports)

60 yuan prepaid the business usage fee (5 yuan/month), and returned the telephone fee in one lump sum 120 yuan. The contract period is one year.

(2) 5 yuan version 139 mailbox (including Pushemail function)

60 yuan prepaid the business usage fee (5 yuan/month), and returned the telephone fee in one lump sum 120 yuan. The contract period is one year.

(3) Fetion members

60 yuan prepaid the business usage fee (5 yuan/month), and returned the telephone fee in one lump sum 120 yuan. The contract period is one year.

(4) Bookkeeper

36 yuan business usage fee (3 yuan/month) is pre-deposited, and 72 yuan telephone fee is returned in one lump sum. The contract period is one year.

(5) Mobile TV

72 yuan prepaid the business usage fee (6 yuan/month), and returned the telephone fee in one lump sum 144 yuan. The contract period is one year.

Note: Customer terminals are required to support CMMB function.

(6) Mobile phone map

72 yuan prepaid the business usage fee (6 yuan/month), and returned the telephone fee in one lump sum 144 yuan. The contract period is one year.

(7) Pay by mobile phone to buy lottery tickets

48 yuan business usage fee (2 yuan/month) is pre-deposited, and 96 yuan telephone fee is returned in one lump sum. The contract period is two years.

Note: customers need to open a mobile payment account (free of charge)

(8) Care package

Pre-deposit the business usage fee (10 yuan/month) 120 yuan, and return one customer treasure terminal (worth 260 yuan) with a contract period of one year.

The purchase price of non-GPS Guan 'aibao terminal is 260 yuan, and the purchase phone bill is 180 yuan, which is given in 65438+February and 15 yuan every month, and consumption is not guaranteed; The purchase price of GPS Guan Ai Bao terminal is 560 yuan, and the purchase fee is 420 yuan. It is given in June and February, 5438, and it is guaranteed to be consumed in 35 yuan and 20 yuan every month.

(9) Color number

Pre-deposit the business usage fee (10 yuan/month) 120 yuan, and return the 240 yuan phone bill in one lump sum. The contract period is one year.

(vi) Age concession activities

Activity time: September 20, 2065438+00-June10+February 3 1.

Target customers:

VIP three-card customers, potential, stable/new mid-to-high-end customers who have participated in the deep bundling activities of mid-to-high-end customers before and whose contract expires within 3 months can apply. Customers whose contracts will expire within 3 months can make an appointment.

Activity Description: After the customer participates in the activity, if the customer's consumption reaches 120 yuan/month during the contract period, the customer will be given corresponding minutes in the second month. When customers participate in activities, they need to actively apply for and verify their identities and related information through the business hall, 10086, SMS business hall and online business hall (the collected and verified information is stored in the high-end customer service management system of boss), and promise the contract term and duration. The feedback ratio is calculated according to the customer's online age to be reached in the next year.

Feedback ratio:

Free monthly call time for Internet users (including domestic calls)

3-5 years 150

5-8 years old 180

8- 10 220

10 years or more 280

Handling methods: business hall, 10086 hotline, SMS business hall and online business hall.

0 yuan guarantees consumption, and the binding time is 12 months.

After the customer participates in the activity, the number of minutes given to the customer will be reduced at the beginning of the next month.

The access time of the mobile phone number is based on the account opening time of the number in the system, which is accumulated in natural months, and every 12 months is one year.

Deep binding activities (key points)

(1)20 10 normalized feedback from high-end customers

Activity time: July 20th 10 to February10.

Target customer: (1) Scope of activities: the whole city.

(2) Target customers: VIP diamond card, gold card, silver card customers, online customers and customers who can meet the requirements of marketing activities.

Programme of activities:

Pre-stored phone bill to send phone bill:

The prepaid telephone charges of customer type number are guaranteed to be refunded monthly free of charge, in which prepaid telephone charges are refunded monthly, in which free telephone charges are refunded monthly, in which prepaid telephone charges are refunded monthly (130003006003501002501800230038). 0400 15025 1252424002400032000 190050020045 155 12655438+0500 14604042000 1900300 1204545800 / kloc-0/5030 120 1550 155008200 1800 250 100257524 1400 14000 VIP(。 1950 19500 1030002700300 15040 10242 1002040 1 12000 1700300 1504085 1 42000 1300 15080305024 1380 100 15 1000600200702050 127607600 16665438

Pre-stored phone bill for the target customer number (yuan) Monthly guaranteed consumption (yuan) Free phone bill during the contract period (yuan) Monthly return after the contract period (yuan) Free phone bill return time (month)

All online customers1300 20012 700100 7

2 200 120 12 400 100 4

3 100 100 12 200 50 4

Agreement gift:

Target customer number prepaid phone bill (yuan) guaranteed monthly consumption (yuan) contract period (month) free phone bill (yuan) lowest static income (yuan) highest actual discount ratio free phone bill monthly return amount (yuan) free phone bill return time (month) all online customers1300 20012700240029% 650 0 144028% 10043 100 100 12200 1200 17%504

Pre-stored phone charges are sent to the fuel card:

Customer TypeNo. Pre-paid phone bills Free shopping vouchers guarantee the monthly refund amount (pre-paid phone bills) and free use of phone bills during the return period. VIP (drilling card)12600 2300240035010024600 320065438. 4200015002507024320 51007003506012280 61000700200402440 VIP (gold card) 730002250450200/kloc. 92000 1400350 150 12200 102000 1400200802480 1 100065025080 1240 126543862000 / Kloc-0/300150802480171006002008018100600100/2040. 0 203000 1950200 10024600 2 1200250 100 12800 22000 1200 1506024560 23 10055500 1 500200 124502400 19% 10052300 150 12250 1800 14%6053200 100 12 160 1200 13%4054 10080 12809608%205

Agreement gift:

Pre-stored phone bill for target customer number (yuan) Guaranteed consumption contract period (month) Free coupon purchase Minimum static income (yuan) Maximum actual discount ratio Monthly return amount (yuan) Free phone bill return time (month) All online customers1500 20012450240019%/kloc- 8+0800 14%6053200 100 12 160 1200 13%4054 10080 12809608%205

(B) Normalization of high-end customer terminal marketing activities

Activity time: 20 10, 10, 1-20 10,12,31.

Target audience: (1) high-end customers take photos;

(2) Increase middle and high-end customers;

Activity content:

Price range: comprehensive selling price of brand models, prepaid telephone charges, of which free telephone charges are returned every month. During the contract period, Huawei T552146801468604864243660 Coolpad F 60816280162868696024070 will be returned monthly. 438+0688728960244070 ZTE U 720175801758 6781080244580 Lenovo TD60t18080180824580 Dell 8828 1080244580 Samsung s568024981058144024601002000-3000 Lenovo o1252802528/kloc-0. 014816802470120 coolpad f6682978168024701203000-4000 Samsung i633037280372865438+8000. 9684385438+000NOKIAX 6-00275802758/KOOC-0/078/KOOC-0/6802470/KOOC-0/20 Samsung B7300C2978/KOOC-0/298/KOOC-0/60.

(C) intangible feedback activities

Activity time: 201011-20101231.

Target customers: alert VIP customers marked in the system.

Activity content:

Pre-stored phone bill to send phone bill

Customer TypeNo. Pre-stored telephone charges Free telephone charges Guaranteed monthly refund of consumption Free telephone charges during the contract period.

Warning VIP customers 201000 800120 50151050.

2 1 500 400 80 35 12 480

22 400 320 80 35 10 370

23 300 240 80 25 10 290

24 200 140 80 25 6 190

25 100 70 80 25 2 120

Send the prepaid phone bill to the gas card.

Customer type number, prepaid phone bill, gift entity fuel card (or QR code fuel card). The monthly repayment amount of guaranteed consumption is 202000140012010020021007008050162002250038.