In order to ensure the implementation of "service quality, customers have the final say", enhance front-line service awareness, improve key touchpoint service capabilities, and enhance customer service perception, the provincial company has recently organized various municipal companies to carry out service cross-inspections . According to the arrangement of the provincial company, an inspection team composed of Guangzhou Branch, Foshan Branch, Dongguan Branch and a third-party company will carry out service inspections of Zhaoqing Branch.
On August 19, a five-member inspection team led by Deputy General Manager Lai Hongying, leader of the Guangzhou Branch’s Customer Service Center, visited the Zhaoqing Branch, focusing on the branch’s business hall number portability, business hall services and The security of user personal information, installation and maintenance services, and the development of 4G to 5G outbound marketing services will be investigated openly and secretly. At the same time, Vice President Lai, accompanied by city customer service manager Liang Qingyao, personally went to the Chengxi Business Service Center of Duanzhou Branch to conduct interviews with the center's small CEO, installation and maintenance supervisor, etc. on front-line service management innovation, service quality supervision and control, etc.
On the afternoon of August 20, the inspection team held a service inspection summary meeting. Relevant leaders and personnel from the branch’s customer service department, sales department, marketing department, customer call center and Duanzhou Branch attended the meeting. meeting. At the meeting, Vice President Lai expressed his affirmation of the branch's service development in many aspects, including: 1. The "Forest Protection Action" organized by the branch to care for existing broadband users; 2. Guiding and training account managers to continue to carry out high-value marketing , allowing customers to enjoy the benefits of network upgrades while increasing consumption value. 3. The leader of the customer service department personally reviewed the unsatisfactory work orders, truly listened to the voice of customers, and established a dedicated team to determine the responsibility, trace the source of the responsible department, clarify the problem link, and effectively reduce complaints. 4. Beilei Business Hall's service and care are very good, the details are well done, and the service perception is good. 5. The 5G upgraded outbound marketing script can have different entry points according to the focus of different scenarios, improving the success rate of outbound marketing. 6. The active installation and maintenance services are in place, the installation and maintenance follow-up sales are in place, and the delivery actions of the installation and maintenance personnel are in place.
At the same time, based on the service audit, three rectification suggestions were put forward for the branch: 1. In the installation, maintenance and sales work, "I want to do it" should be changed into "I want to do it", and the system should be consolidated , processes and tools to continue to empower front-line installation and maintenance employees; 2. There are no business leaflets in Huangtang, Jianshe and Beilei business halls, and they need to be supplemented; 3. The content of the 5G upgrade outbound call script needs to be increased Guidelines for dispatching complaints, service emergency plans and contacts, self-reported work numbers for outbound callers, upgraded 5G traffic overage fees and specific unsubscription methods.
Subsequently, after a heated discussion between various departments and the inspection team, General Manager Peng Yuzhong of the Customer Service Department spoke on behalf of the branch, saying that the branch attaches great importance to service work and always adheres to the principle that "customers have the final say on service quality." " principle, adhere to the development direction of "promoting marketing with services" and "value management", and at the same time will increase front-line support and continuous empowerment to help corporate business development. In addition, in response to the improvement suggestions put forward by the inspection team, the branch will coordinate with relevant departments to implement rectification work.
Finally, I would like to thank the representatives from Guangzhou, Foshan and Dongguan branches for coming to Zhaoqing for guidance, and hope to strengthen exchanges and learning with the brother branches in the future.