How to write the declaration reasons of consumer trust units?

"Consumer Trustworthy Unit" application materials

Under the correct leadership of provinces and cities, with the strong support of local governments and departments at all levels, in recent years, various undertakings of XX have made rapid progress with the development of local economy in XX, and have made remarkable achievements. XX Telecom Branch is the largest and most powerful communication operation enterprise in our county, and plays a major role in the local information construction. At present, the total number of fixed telephone users in the county has exceeded 65,438+200,000, PHS users have exceeded 20,000, and the total number of broadband users is nearly 8,000. Optical cables reach all major towns and villages in the county, and PHS network covers all major towns and villages in the county, and the proportion of telephone calls in each village reaches%, basically forming an optical fiber, digital and IP communication network, which can fully meet the growing communication needs of the people. With the rapid development of XX business, XX company always keeps in mind the purpose of service industry, takes customers as the center, adheres to the service concept of "customer first, service with heart", and strengthens "customer first" and "service first", so that the service level and quality of enterprises have been rapidly improved and the spiritual civilization construction has also achieved fruitful results. It has successively won the titles of "provincial civilized unit" and "provincial home of model workers", won the title of "consumer trusted unit" in cities and counties for four consecutive times, and won the first batch of "civilized industries" in counties and districts. In the recent fight against Typhoon 14, two collectives and four individuals were commended by provincial and municipal companies. In the process of establishing provincial consumer trust units, there are mainly the following experiences: First, strengthen education, mobilize widely, and everyone participates. Through various forms of publicity and education activities, let employees realize the importance and necessity of establishing consumer trust units, strengthen the consciousness of all employees to serve consumers consciously, effectively improve the service level and quality, and satisfy consumers. We constantly strengthen the service awareness education of all employees through various forms, and integrate the concept of "customer first, service with heart" into all aspects of service. Through all-round and multi-level staff training, we have carefully organized account managers and business personnel to learn service specifications, which has improved our overall service level and service ability. Second, lay a solid foundation, innovate services and improve satisfaction. Our founding activities focus on improving customer satisfaction, constantly improving the user-centered service quality assurance system and realizing service innovation. Since the establishment of four marketing service channels for different customer groups in March last year, it has changed from passive service to active service, from window service to full-process service, and from popular service to personalized and differentiated service. Consumer satisfaction has been effectively improved. At the same time, we also creatively put forward 10 topics from the basic management, including marketing channel optimization, PHS network optimization and other topics related to consumer satisfaction, and constantly adjust, optimize, improve and perfect through PDCA cycle. The proposal of this 10 project has received positive responses from all parts of the province, and also played a very good role in promoting the continuous double-digit growth of our business income in the first half of the year, ranking first in the province. In addition, we have also strengthened the operation and maintenance support system, and through continuous efforts, we have built an advanced, efficient, safe and reliable communication network, which has comprehensively improved the network quality and operational efficiency and provided strong support for better serving users. We constantly strengthen the training of employees' professional technical level and service awareness, and promote the improvement of service level and quality by selecting high-quality installation and maintenance personnel. Extensive development of all kinds of telecom business agency outlets, close to the community, has greatly facilitated the masses, and solved the problem that consumers in some remote areas are difficult to pay fees by establishing the rural responsibility system. All this is to better improve consumer satisfaction. Three, the leadership attaches great importance to, sound organization, clear responsibility. As a service-oriented enterprise, the title of "Consumer Trustworthy Unit" is an affirmation of our long-standing concept of operating in good faith, taking customers as the center, "customer first, and serving with heart". To this end, the company leaders attach great importance to the creation work, and set up a leading group for the creation work with the company's top leaders as the team leader, formulate the creation plan, clarify the responsibilities, grasp the creation work as a long-term mechanism of the company, and take the creation as an opportunity to push the company's work to a new level. Fourth, strengthen supervision, improve the mechanism and persevere. In order to ensure the realization of service standards and the improvement of service quality, our company has set up a service quality supervision post, which is accepted by a special person. The system of "first inquiry responsibility system" and "users reporting red and yellow cards" was fully implemented, and 10000 complaint telephone number and "director hotline" were opened to accept and answer users' problems and complaints in time, and the handling results were supervised and inspected, which improved service efficiency and user satisfaction. During the period of1-August this year, we sent out more than 200 user consultation letters, and received 205 complaints from various users, of which 78 were justified, and all of them were answered satisfactorily, so that everything was implemented and everything was echoed. Our company has also continuously strengthened contact and communication with industry and commerce, consumers' association, price, county magistrate hotline and other units, hired 25 telecom users from all walks of life as morals supervisors, and invited major customers and some community users to hold regular symposiums to take the initiative to accept supervision, continuously improve service level, and put service work under ubiquitous supervision. V. Repaying the society, paying attention to public welfare undertakings and protecting consumers' rights and interests. Our company enthusiastically participates in all kinds of public welfare undertakings that repay the society, actively contributes to the construction of poor villages, forms a poverty alleviation pair with Naiwukeng Village in Zhangxiang, a poor village in our county, and sends solatium and condolences every year to help solve practical difficulties. During 3.8 Women's Day, 3. 15 Consumer Rights Protection Day, 5.4 Youth Day, 5. 17 World Telecommunication Day, National Day, New Year's Day and Spring Festival, our company actively organized various activities beneficial to the society, providing various voluntary activities for consumers, conducting business consultation, telephone repair, giving souvenirs and other activities, and benefiting users in various forms. Adhering to the purpose of "people's posts and telecommunications serve the people" and shouldering the corporate mission of "* * * enjoying the information civilization synchronized with the world", XX Company will provide consumers with "accurate, rapid, safe and convenient" communication services, and will continue to guard against arrogance and rashness in the future creation work, make persistent efforts, strive for greater glory, push the creation work to a new height and create a reassuring consumption environment for consumers.