Apply for "Jiangsu Customer Satisfaction Telecom Service Star Team"

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Zengjing Business Hall is located in the center of Jinjiang, and it is the largest comprehensive business hall of Jinjiang Telecom. Employees 13, with an average age of 2 1 year. Undertaking telecommunication services for 654.38+10,000 people in the jurisdiction, with busy work and great responsibilities. All staff in the business hall always adhere to the standards of "first-class management, first-class service, first-class talents and first-class performance", and constantly improve their service marketing level while adhering to the core values of "all-round innovation, seeking truth and being pragmatic, people-oriented and creating value". Over the years, it has won the titles of "Provincial Youth Civilization", "Provincial Civilization Window Demonstration Point", "Third Demonstration Point of Creating Civilized Industry Competition" and "Excellent Service Team of Business Hall in 2006". In the second quarter of 2007, China Telecom Group entrusted a third party to conduct unannounced visits and evaluation, and won the first place in the business hall at the same level in the province. In the first quarter of 2007, the comprehensive service ability was ranked first in the province and ranked among the best in many comprehensive evaluations of municipal companies.

It is our duty to serve you, and your satisfaction is my greatest honor. Since 2006, members of China Telecom Jinjiang Branch Zengjing Business Hall 13, relying on solid business and excellent service, have always taken this commitment as the pursuit goal and run through every link. In the activity of establishing the "National Star Team of Customer Satisfaction with Telecom Services", with pragmatic style and service, customers can truly feel the service concept of "Customer First, Dedicated Service" of China Telecom.

First, take customer satisfaction as the primary responsibility, establish a good mental outlook, and achieve "high" service standards.

It is easy to serve one guest well, but difficult to serve different customers well. How can we serve every customer with a good attitude? The girls in Ceng Jing Business Hall said with one voice: Spirit. They often say that only by taking customer satisfaction as the primary responsibility and establishing a good mental outlook can their high standard service be reflected.

First, strengthen hardware construction and enhance the external image of the business hall. The business hall attaches great importance to the creation of the service star team and puts this work on the important work schedule of the business hall, so that the creation activities can be carried out systematically, orderly and effectively. In terms of hardware, the doors, signs and image walls of the business hall are uniformly arranged in strict accordance with the requirements of the documents issued by provincial companies on the level management of the business hall, which makes the facilities configuration of the business hall more standardized and standard; The allocation of publicity carrier in the business hall is also in strict accordance with the requirements of provincial and municipal companies, and the functional positioning, design and production standards, related publicity content and publicity focus of the publicity carrier are standardized and scientifically arranged; At the same time, in order to meet the different needs of different customers, according to its own business characteristics, the business hall has an overall gift display cabinet, a product maintenance area, a business acceptance area, a self-service area and other areas, and has set up an IPTV new business experience area, making a beautiful regional logo; Telephone, television, drinking fountains, newspapers and periodicals, medical supplies, reading glasses and other public facilities. It is also available in the business hall. Humanized service has narrowed the distance with customers and greatly enhanced the external image of the business hall.

The second is to pay close attention to software management and shape the internal quality of the business hall. In software, we should start with improving our ideological understanding. They are soberly aware that in Jinjiang, a fertile land where private economy is active, Jinjiang Branch of Telecom should not only compete with the powerful "China Mobile", but also with China Unicom and Netcom. In the fierce competition, telecom operators must establish first-class service level and create better service level if they want to maintain strong development momentum all the time. The business hall seized the opportunity to organize and study books with strong corporate ideas and values such as Telecommunications Service Standard, Civic Moral Construction, Execution and No Excuses in spare time to improve the ideological awareness and understanding level of all employees; Organize a comparative study of services with competitors to enhance employees' awareness of market crisis; Strictly follow the service behavior and process norms in the service process, sincerely receive every customer and accept customer supervision. According to the statistics of service site and suggestion box of business hall, the customer satisfaction rate accepted on site has been above 99.6%. At the same time, in the return visit of municipal companies, the customer service satisfaction of the business hall is also among the best in the city.

The third is to pay close attention to business practice and improve the professional quality of employees. The improvement of knowledge is the driving force of action. They perceive that personal quality is not only related to the mental state of Jinjiang Telecom Company, but also related to the image of Zengjing business hall. Therefore, the service standard of Zengjing Business Hall is formulated, which lays a solid foundation in five aspects: service affinity, site management standard, business processing ability, active marketing ability and business safety. In order to strengthen the service work, the whole class 13 employees insist on holding a pre-shift report meeting and a post-shift summary analysis meeting every day to discuss the problems existing in the work, work skills, service awareness, marketing awareness and other matters, sum up the shortcomings in the work and good work habits, and foster strengths and avoid weaknesses. At the same time, the online test of telecom business knowledge is conducted every day, and the departmental test is organized by itself every month. Everyone participates in the company's business training competition every quarter. We also regularly carry out labor competitions such as five-stroke typing competition and business operation competition in combination with business characteristics to encourage employees to master excellent business skills. Strict training, good style, excellent technology and excellent results have won the title of "Jinjiang Telecom Salesman Training Base" for this business hall. Over the years, nearly 100 sales staff have been trained, bringing the tradition of increasing the number of business halls to various work fields and jobs; Over the years, the business hall has trained dozens of outstanding talents, employees and activists, 3 mature commercial account managers, 1 business managers and 4 business team leaders for the branch. In the quarterly star rating of the branch, no employee has ever appeared under Samsung. From the fourth quarter of 2006 to the second quarter of 2007, there were 8, 6 and 7 four-star employees respectively, accounting for more than 46%. The activity not only greatly promoted the enthusiasm of all employees to study hard and think positively, but also laid a solid foundation for correctly coping with many challenges after the complete liberalization of the communication market and stepping onto a new level.

The fourth is to take satisfaction as the standard and do a good job of service with "differentiation". In order to meet users' needs, they think what users think and are anxious, regard users' affairs as their own business, regard customer satisfaction as their primary responsibility, and regard user satisfaction as the standard of good or bad work. Every employee in this business hall has his own way of serving different customers for young, medium and old customers, which they call differentiated service. They also summarized the service process of "one look, two questions and three introductions", that is, judging the type by observing words and feelings, prescribing the right medicine, asking in detail to understand the needs, introducing the recommended business in detail, and finally handling it as required. One day in April 2007, a gentleman came to the business hall, and Huang Yanping immediately judged that he was a career-oriented person. After winning praise for smiling service, Yan Ping used PHS to roam the whole province without missing a call, recommended super cordless service to him, and taught him how to talk in detail, how to edit and send short messages, which won recognition. Since then, this gentleman will often ask her about the use of PHS and introduce her friends who want to handle communication business to Yan Ping.

Second, take customer satisfaction as the primary information, establish a system in depth, and make the service style "good"

In order to occupy a dominant position in the increasingly fierce market competition, in view of the current fashion trends and consumer psychology, the business hall has constantly put pressure on itself, and formulated the responsibility system of first inquiry, the performance appraisal system of salespersons, the on-site management system of the business hall, and the scoring system of star-rated salespersons to promote the benign development of work style.

The first is the first question responsibility system. Over the years, keeping up with the pace of the market, on the basis of unifying the responsibility system of first inquiry, they have promulgated the on-site management system and business handling norms of Zengjing Business Hall, and made detailed provisions on window work responsibilities, business acceptance, business consultation and user complaints. Make everyone's name, photo and job number public, and print the contents of the first question responsibility system into leaflets for customers to read. In terms of supervision, customer comment cards are issued, and customer suggestion books and boxes are set up, so that every customer can evaluate the service of sales staff openly, fairly and justly; At the same time, it is publicly promised that the completion time is lower than the national and superior regulations, simple complaints are handled immediately, and general complaints are handled on the same day. The service time limit promotes the implementation of the first question responsibility system, and the first question system promotes the development of good work style. Terminal maintenance has also been improved, and a special person is appointed to be responsible for maintenance. At the same time, it is required to register the maintenance process in detail, so as to standardize the maintenance and institutionalize the style of work, so that minor faults can be repaired immediately, ordinary faults can be completed in 30 minutes, and serious faults can be repaired satisfactorily 12 hours.

The second is the performance appraisal system for sales staff. In order to make the management of the business hall more orderly and reasonable, and standardize the service style of employees, they have formulated scientific and fair management rules and regulations such as service marketing performance appraisal, post performance appraisal, marketing score ranking appraisal, team comprehensive evaluation (including self-inspection of service quality and work quality, labor discipline, safety production appraisal, etc.). ). At the same time, there are detailed and clear regulations on front desk guidance, information collection, front desk responsibilities, etc., and the service style of salespeople is standardized through performance. The examination results of mysterious customers of provincial and municipal companies rank second in the same industry, and no points will be deducted if they rank in the top three or above 93 points in provinces and cities; Business ability and marketing ability are rewarded and punished in strict accordance with the standards of the top three and the last three in the city; The comprehensive evaluation of teams and groups is based on four aspects: labor records and safety production assessment, service quality assessment, work quality self-examination and key business competitions, which effectively regulates work behavior and service style.

The third is the star-rated salesperson scoring system. "If you want to know the taste of pears, you must taste them yourself." As the director of the business hall, Shi Jinshou often educates employees in this way, demanding that the creation work be implemented. They actively innovate management services, hire well-known enterprise managers in Jinjiang area to train employees' style, hire etiquette experts from provincial post and telecommunications schools to hold special lectures on sales staff services, and hire professors from Huaqiao University to teach service experience. According to the star standards of provincial and municipal companies, they set the scoring standards for star-rated salespeople and extensively carried out the appraisal of "star-rated salespeople". Through the comparison of business and competition results, create a good atmosphere for you to catch up with each other; Through the evaluation of customers and employees, choose the best first and stimulate the enthusiasm of employees; Standardize the excellent service style of the business hall through the appearance and publicity of service stars. The inherent requirements of high standards have enabled Zengjing Business Hall to achieve a double harvest of economic and social benefits. Over the years, the business income of this business hall has been ranked first in Jinjiang City, and they have also won the love of our customers. In February this year, 24 comments were received, including 5 praises and 19 suggestions. One of the suggestions said: "I hope to set up a copier in a suitable position in the business hall to reduce the amount of salespeople running back and forth and reduce their fatigue." Simple words reflect the love and affirmation of the team sales staff.

Third, customer satisfaction is the primary measure, and "cleverness", "Excellence" and "innovation" are the "strengths" of service level.

The increasing demand of society and consumers for service industry, as well as a large number of new businesses, new terms and new requirements brought by telecom transformation, have brought severe challenges to the service of business halls. Zengjing Business Hall constantly learns business knowledge through various channels, improves the comprehensive quality of salespeople, develops its service level to "strong", and sets strict demands on itself with 500 high-quality demonstration sites of spiritual civilization construction in the province.

The first is to improve the level by "cleverness". In the process of service, they require themselves to build a national "service star team" and use "intelligence" to promote the improvement of service level. They emphasize smile service and observe and remind each other through "smile observation" among colleagues; Standardize the time by installing a small mirror on the back of the counter service card; Promote these steps by comparing everyone's service photos taken by branch inspectors. A customer said in the opinion: "They give people a cordial feeling, like family. I feel very comfortable doing business here. " In practical service, they are proud of being able to call out the surnames of customers who come to handle business. Mr. Geng is a telecom user of another branch. When he came to Zengjing business hall to pay the bill for the second time, Xu Yahui, the salesperson, called out his name accurately. There is room for surprises. He praised the salesperson's service in four words: heart and brain. After that, he became an old user of Zengjing business hall. They also pay attention to the language of service, emphasizing that everyone should achieve the four-tone service of "greeting when coming, asking and answering, singing and leaving"; In the service, we should affirm the customer's words more, use less negative sentences instead of "you are wrong", and use sentences such as "yes, but"; Please go to the reception room to help unruly users. In addition, in rainy days, umbrellas can be used by customers; Customers with children have high-quality IPTV programs and entertainment; Users who apply for CRBT have free audition service. ...

The second is to achieve "zero" development with "Excellence". The service pursues "zero distance", and measures such as filling-free service, one-stop service and on-duty guidance service are introduced in the lobby to narrow the distance with customers with quality service. At the same time, they also organized and participated in activities such as "serving the market", "going to the countryside with science and technology", entering the Jinjiang Shoes Expo, and entering the community to provide customers with face-to-face "zero distance" services. Since 2006, we have organized business elites to participate in the "professional hotline-political professional through train" of provincial and municipal governments, entered the on-site dialogue meeting in Jinjiang, served the city's talent recruitment site for three consecutive days, and served foreign customers who participated in the China (Jinjiang) Shoes Expo for four consecutive days. Business pursues "zero defect". It has opened up new business experience areas, exhibition areas, personalized service areas and other functional areas, and equipped with free self-service billing, interactive TV, product display cabinets and other business areas to maximize the promotion of products; In addition, they stressed that "all telecom customers who walk into the business hall are our customers". Users of mobile companies often walk into the business hall of Zengjing Telecom, and the salespeople are still enthusiastic to help him solve the problem. Unsolvable problems will help customers guide to the nearest mobile business hall. Work pursues "zero complaints". Do a good job in after-sales service, often pay a return visit to the target customers, summarize, analyze and improve in time, so as to improve the service and basically put an end to complaints about service attitude and service quality. Improve the social supervision system and hire social supervisors for long-term supervision. Although they announced the supervision telephone number and set up a suggestion box in the lobby, there have been basically no complaints for so many years. Since June 2006, we have received 13 letters of commendation, and thousands of praise calls have been transferred through 180. The praise on the spot is even more difficult to count, and the satisfaction rate of opinion polls has reached over 98.7%. In many unannounced visits by third-party organizations, Zengjing Business Hall

The third is to realize service innovation with "innovation". The intensification of market competition puts forward new requirements for services. In line with the development of the times, Zengjing Business Hall took the lead in trying to launch the business innovation of "service extending one step forward" in the city, and moved the business hall to the site to provide users with "one-stop" service. Since 2006, we have taken to the streets and walked into the community 18 times, and entered the convenience activities site for free services such as mobile phone maintenance and mobile phone cleaning for 7 times. On the basis of summarizing the practices of other business halls, the service model of "consultant marketing" for tour guides was first introduced, and customers sat at the same table and communicated face to face, which eliminated the separation of counters and greatly enhanced the service affinity. At the same time, we also use "one-on-one" and face-to-face service to improve customer satisfaction. In addition, because the guide is only responsible for business reporting and registration, and the system acceptance is operated by the sales staff, customers don't have to wait until the acceptance is completed, which saves time for customers, especially in the peak period when the system runs slowly. In addition, Zengjing Business Hall has also launched innovative activities such as big customer return visit, satisfaction service contest, and customers' favorite salespersons, which has effectively promoted the improvement of service level. In 2006, a user from Ningde to Jinjiang came to the business hall to cancel his account because of the end of his business. Due to policy reasons, he was temporarily unable to close the account, and the tour guide on duty communicated carefully face to face, leaving the contact number and address of the customer. When the business expires next month, the advance deposit and list will be sent to users as soon as possible. This year, customers come to Jinjiang to invest again, still hanging on the telecom business. He said, "Your service is so excellent that your charm is irresistible."

Success by heart, no pains, no gains. Because of their intentions, they have created extraordinary achievements in ordinary posts; Because of their heart, they learned how to treat people and grow up in simple work. Thanks to their efforts, they have achieved fruitful results. In 2007, Zengjing Business Hall was awarded the honorary title of "Building a Civilized Industry and Building a Harmonious West Coast" in Fujian Province and the first batch of "Top 100 Demonstration Windows for Welcoming Agricultural Transportation" in Quanzhou. Shi Jinshou, the business shift supervisor, was named the fourth advanced individual in Fujian Province (2003-2005) and the top ten window service model in Jinjiang City. 13 Young members will unite as one and make greater progress on the road of building a "national star team of telecom service customer satisfaction".