Thoughts on improving customer satisfaction in telecom enterprises

In the new year, the service quality supervision and inspection institute will be down-to-earth, work hard, strengthen management, actively implement rectification measures, pay attention to the implementation effect, and strive to build a quality service brand of XX Telecom. Promote business with service and escort business. The working idea for XX years is: 1, people-oriented corporate culture concept, increasing service quality inspection and improving the overall quality of enterprise employees. We must pay enough attention to the inspection and evaluation of service work. At present, the service work is not hard, except for the gap in understanding, the lack of system, the sparse inspection and the soft assessment. The future competition is the competition between culture and brand, and corporate culture is intangible and the soul of the enterprise. Only when enterprises integrate business philosophy into employees' behaviors, and employees turn service into habits and instincts under the influence of Wenmi. com's business culture, can the service concept be refined and sublimated in their behaviors. Pay attention to the education of employees' service orientation and service methods, and establish corporate behavior awareness and service words and deeds. Everyone is a waiter. Secondly, it is necessary to clarify the responsibilities of all parties, and include the support and guarantee of organs, the quality of network operation, the speed of project construction, and the front desk business into the service quality assessment. The assessment methods of all work should have service management content, and strive to promote the awareness and atmosphere of all-round service. It is the only evaluation index that affects user satisfaction. 2. Innovative services will be better. Pursuing customer satisfaction service. Service is the foundation of the enterprise, business is the foundation of the enterprise, business is the driving force, foundation and source of growth of the enterprise, customers have a steelyard in their hearts, and weight is the honest operation of the enterprise. Pay attention to the customer's perception and always take the customer's opinion as the evaluation standard of service. Speak for customers, think for customers, supervise service processes, safeguard customers' rights and interests, take customers as the center, take customers' perception as the standard, always adhere to the concept of "communication starts from the heart", take "the pursuit of customer satisfaction" as the purpose, constantly optimize service processes, improve service quality, and strive to achieve standardization of service measures, networking of service system, humanization of service means, differentiation of service content and socialization of service supervision. Specific measures: Organize 1-2 training, guidance and study of service personnel in the whole city every year in combination with the actual service work of the branch. 3. Let the "five hearts" service run through the service work. Trade my love for your comfort, my sincerity for your peace of mind, my concern for your peace of mind, my patience for your peace of mind, and my enthusiasm for your happiness. 4. Strengthen the relationship with social supervisors-play the role of point rather than surface. In order to further implement the service concept of "customer first, service with heart" of China Telecom, continuously improve the service level of China Telecom, further broaden the supervision channels, improve and expand the social supervision network, better accept social supervision, improve service attitude, and promote the further development of China Telecom; Further strengthen the relationship with the "government" and "Consumers Association" and strive for understanding and support. In the party and government organs, enterprises and institutions, a number of relevant personnel were hired as social obligation supervisors of our company, and the letters of appointment were uniformly issued by our branch. At the same time, wenmi.net formulated the Interim Measures for the Administration of Social Obligation Supervisors in XX Telecom Branch, which stipulated the main responsibilities and contact system of social obligation supervisors. By improving the social supervision system, users' opinions and suggestions on our company can be reflected to the owners in time, so as to supervise our service quality realistically. Our company will strengthen the contact and communication with social obligation supervisors, let them know our "difficulties" and our "measures", and be willing to be our "commentators" to promote our products and services. 5, improve and implement the joint meeting system, held regularly, analyze the hot issues of complaints. The service quality joint meeting system is scheduled to be held at the beginning of each month, which clarifies the purpose of the joint meeting. By holding a joint meeting, the heads of various departments can master the problems existing in the service, thus solving the hot and difficult problems in a targeted manner. Specific departments and personnel have been implemented. Strictly follow the requirements of the Notice on Strengthening the Convening of Joint Meetings on Service Quality to ensure the effective implementation of the system and avoid becoming a mere formality. 6. Complaining is golden. Pay attention to customer complaint resources. Good service is the key to successfully solve the complaint problem and effectively prevent it from happening again. "Complaints are golden", and solving complaints is "profit". We will continue to strengthen complaint management and improve the efficiency and quality of complaint handling. Formulated the Management Measures for Complaint Handling of the Branch. For units that do not pay attention to user complaints, increase the assessment. 7. Establish the image of business window and promote Tongchuan service brand. From time to time, carry out targeted satisfaction survey activities for business window service personnel. The specific implementation method is: if the satisfaction of service attitude is investigated, it will be conducted in strict accordance with the civilized service standard of business hall required by China Telecom Enterprise Service Specification and Service Standard (Trial), with a score of 10. In the business window, use the time that users handle business to issue satisfaction questionnaires to users, so that users can score on the spot. The survey will be conducted twice a month and five users will be randomly selected. Choose the worst salesperson. Get rid of the worst salespeople who affect the company's image and make users dissatisfied. 8. Accelerate the construction of channel platform 10000, standardize the terms of service of customer service hotline 10000, and improve consulting skills and accuracy. Focus on the important indicators of 10000. According to the requirements of the group company, the manual connection rate of 10000 is above 90%, the telephone interruption rate is below 0.5%, the timely rate is 100%, and the consultation processing accuracy is above 98%. According to the types of telecommunications services, organize monthly examinations for a class of services; In view of the user's consultation questions, carry out business ability competition, simulate question and answer, and score on the spot. The assessment results are linked to the performance salary of the current month for assessment. 9, establish and improve the customer relationship database, play the role of return visit, improve customer satisfaction, improve the quality and skills of return visit. Actively cooperate closely with major customers, commercial customers and public customers, do a good job in customer survey and information feedback, and support channels. Solve the difficult problems reflected by users in the return visit with good quality and quantity, and do a good job of "making up" the service. In view of the current low satisfaction of corporate customers and corporate customers, we will increase the return visits to corporate customers and corporate customers. Pay a return visit to businessmen and public guests every day and actively collect customers' opinions and suggestions. Visit all businessmen once a quarter and four times a year. And through other channels to carry out various forms of satisfaction survey activities, do a good job of information feedback. 10 to further improve the service quality assessment system. When handling business, due to lack of sense of responsibility, users complain about mistakes; For many user complaints, we will increase punishment and assessment, and seriously assess the standards. The statistical data of the person responsible for reporting complaints shall be used as the basis for the year-end appraisal of advanced individuals and advanced collectives. Change the habit consciousness that service is a soft indicator, put service work into everyone's responsibility and implement a one-vote veto. 1 1, "If you are satisfied, I feel at ease to visit or apologize at home" system has reasons to complain to users every time. Personnel and responsible persons of relevant departments must apologize in person to understand user satisfaction, resolve user dissatisfaction and improve user satisfaction rate. Under the condition of market competition, fighting for users is fighting for the market, and retaining users is keeping the market. Only by treating users as their loved ones' intimate services can we get wide praise from users, which not only broadens the user base and enhances the affinity with users, thus consolidating the market, winning the trust of customers and establishing a good image of the enterprise. Correctly positioning service work, the key point is to adjust ideas and change working ideas. The improvement of satisfaction comes from the joint efforts of each of us. Only with your heart can you gain and return. In the new year, our service quality supervision and inspection institute will always adhere to the "four firsts" service tenet that customer voice is the first signal, customer demand is the first choice, customer interest is the first consideration, and customer satisfaction is the first standard, and always put improving service quality in the first place and strive to improve customer satisfaction of the branch. XXXX year x month x day

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