Is the number of Unicom's upgrade package 100 1 1 really Unicom's own person?

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The direct impact of iPhone becoming an arcade is the surge of Unicom users. One of the two "slots" of Unicom users is a signal and the other is 100 10. 100 10 customer service didn't tell you, some didn't want to tell you, and some didn't know it themselves.

0 1 They don't need to know the answer to the question themselves.

The customer service staff of 100 10 don't need to recite the answers to the common questions of users. The entry requirement for recruiting customer representatives is "standard Mandarin, fast typing speed". A customer service person at 100 10 said, "As long as the typing speed is fast enough, all problems can be found in the knowledge base." So many times, the answers you hear are read by the customer service staff against the database. The standard answer will not be further explained unless it is further explained.

However, in the face of users' anger or persistence, they may try their best to give you an explanation, but that is only justified by their personal experience. So sometimes for the same question, different customer service will give completely different answers. More than one customer service staff admitted that many people are really unfamiliar with business knowledge. "There is no guarantee that every customer service staff will have the same business proficiency, and front-line employees will always have business ability to be further improved."

However, there will be "support" staff in the customer service center, who are responsible for answering questions that customer service staff can't answer on the spot.

They hate to help you calculate on the phone.

A customer service staff member at 100 10 revealed that according to the current salary performance, at least 2,700 to 2,800 calls need to be answered every month. When the traffic volume exceeds this volume, the re-answered calls can get a certain commission through ladder pricing. Therefore, for customer service, it is their greatest wish to end the call quickly.

Compared with 3G services, they are more willing to handle 2G services because the content is relatively simple. A former customer service staff member said that he was most afraid of calculating the phone bill for customers because it was too time-consuming. If there is a problem that cannot be explained clearly, they usually fill in a form, that is, record the problem and feed it back to the background staff, who will feed it back to the user within 24 to 72 hours afterwards. If the phone is still on and the call time is too long, they will ask the duty manager for help or be replaced by the on-site duty manager.

The general manager's hotline is the highest level to solve complaints.

100 10's general complaint telephone number is 10 15, and the upgrade complaint is the general manager's hotline, which is also called the service supervision hotline. For example, the service supervision hotline of Shanghai Unicom is 021-6148/kloc-0. The most direct way to know this number is to ask around 100 10. If you are not satisfied with the internal processing results of Unicom, you can also fill in the complaint form on the website of the Ministry of Industry and Information Technology.

A general manager's hotline customer service staff said: "We belong to the last line of defense in Beijing." In other words, as the internal representatives of Unicom, they will be responsible for solving all your problems and will not hand them over to other departments. They also have higher authority than other customer service departments. "We can contact all departments of the company, and all departments may give priority to our problems."

Although it is more effective to deal with the problem, because the service time of the general manager hotline is not 24 hours and there is no fixed traffic requirement, the possibility of your call being connected is much less.

They also have sales tasks.

Customer service center is a group that is in direct contact with customers. In addition to improving brand satisfaction, you can also communicate directly with customers. This is certainly a good opportunity to do marketing. Customer service department is no longer a simple service center, but an integration of service and sales. A Unicom customer service trainer said: "All sales are service channels, and all service channels are customer-oriented and undertake sales tasks."

In Unicom's service specification, agents are explicitly encouraged to "actively market" in the process of serving customers, say a word while solving problems, recommend products to customers in a targeted manner, and promote or stimulate purchasing behavior on the premise of ensuring customers' "satisfactory experience". An intern customer service representative said that their daily training also includes basic skills of cross-selling and telemarketing.

They can't see private information such as credit lines.

Why has your credit limit been adjusted? 100 10 customer service is as ignorant as you are. "No one has ever explained the credit limit in the training."

In theory, the user's credit limit is generally 2.5 times that of the package, and it is adjusted every six months according to the user's usage and payment. But in fact the adjustment is not so obvious. A general manager's hotline customer service staff said that the user's credit line is controlled by the company's special department. If the user often owes money, the staff will manually adjust the credit limit to avoid malicious overdraft.

These adjustment records 100 10 are invisible to customer service. "The credit line represents the consumption power of consumers," said the customer service staff of a general manager hotline. "It belongs to user privacy and company secrets, and it is impossible for the front desk staff with very large traffic to master this information."

You can conditionally refuse some fees.

If users don't approve of some fees, China Unicom will reduce these fees as appropriate, but this is also based on users' contribution to China Unicom.

The customer service staff of a general manager's hotline said that many users have recently switched from surfing the Internet on a monthly basis to surfing the Internet regularly. However, because the router was not disconnected in time, thousands of dollars of network overtime fees were incurred. The controversy lies in the fact that users think that China Unicom has not reminded them of the arrears. Because Unicom uses telephone voice call to pay the fee, if the user does not handle the fixed line, he will not receive this notice. In the case that the user disagrees with its explanation, the company still charges the user who has this problem for the first time according to the original monthly fee, and does not charge overtime fee.

But the prerequisite is that, first of all, the user is not subjective and intentional, "I really don't know", and secondly, look at the online time of the user and "see how much benefit it can bring to the company". From these points of view, fee reduction is to protect users. "Making users online is the biggest benefit of our company".

They will still be more reliable than the system.

Although the customer service staff may be unprofessional, it is a more effective way to find and solve problems compared with the system of 100 10 online business hall. Sometimes you will receive a package reminder in the middle of the night and an advertisement to welcome you somewhere; Sometimes the customer service staff has told you that you owe money for downtime, but the online business hall 100 10 shows that the phone bill to be paid is 0. This is all because of system delay. A former customer service staff said that, for example, real-time telephone charges can only be queried through 100 10 customer service, and other channels have different degrees of "system delay".

So you should pay attention, such as 3G traffic reminder, call shortage reminder, and SMS in 100 10 system may be delayed. To solve this problem, you can change the traffic reminder mode through customer service according to the reminder scheme provided by 10 12. "The default is to remind by week, month, etc. And you can change it to a daily reminder or cancel it yourself. "

They have some temporary permissions.

Although the operator's authority is not high, it can temporarily help users break through some obstacles. Because the system will collect fees at the end of the month and the beginning of the month, many people will stop if they don't pay in time. When there is a large-scale shutdown, the system may be delayed, or the mobile phone without arrears will stop. A former customer service staff once met a user who recharged for 7 times and was still turned off. "In our words, there is no payment." At this time, she will help the customer directly apply for a complete boot. This is a special service that they manually applied for for users. In addition, during normal hours, users can also apply for temporary 24-hour protection when they stop.

However, even if they have some rights, you can't get related services. Customer service can go to the manager on duty to inquire about the specific usage of the user's phone bill within 6 months, but the company stipulates that they can't disclose it, and can only advise users to go to the business hall or online business hall to inquire about the detailed list.

You may not get a call back.

100 10 customer service phone has regular seats and VIP seats. The gear of 3G package is more than 268 yuan, and it will automatically switch to VIP seat. Compared with ordinary customers, VIP will wait shorter for the call to be connected. According to the regulations, the manual connection rate of ordinary seats should be greater than 70% in 20 seconds, while the connection rate of VIP seats should be greater than 85%, but there will always be those 15% to 20% calls that may take a long time or cannot be connected at all. There is no faster way to dial 100 10. This is the only entrance, and the phone will be automatically assigned after dialing in. Either continue to call or call other published numbers.

At present, 100 10 has launched a "hotline busy callback service" for missed calls. However, we only promise to contact VIP customers and different network customers for 2 hours "in principle", and ordinary customers still have to rely on luck-if they have enough resources, they will contact the outside world, otherwise they will contact with SMS with a unified template.

10 spam messages cannot be blocked.

Many people are troubled by receiving a lot of spam messages. Even if they unsubscribe from some value-added services by sending messages, dial the message of 100 10 customer service cancellation 106, or go to the business hall to block the number of sending messages, they will still receive all kinds of inexplicable messages from 106.

The customer service of 100 10 can't help this. 106 This number is the short message platform channel of all SP service providers, and Unicom itself sends short messages with unified templates through this channel. Customer service staff can only help you completely close the channel and cancel all value-added services, which will include information sent by Unicom officials such as 100 10,1001. However, it is technically impossible to keep the official service and block the information sent by other merchants through Unicom system.

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