Telecom training experience

Part 1: 20xx Telecom new employee training experience

Our new employees are concentrated in the provincial telecom staff training center to participate in pre-job training activities. The main contents of the training are: xx telecom development history, xx telecom industry profile, new employee induction counseling, official document writing, interpersonal communication, business etiquette, career development career, etc. During the period, interspersed with the creation of potential tests and field expansion, our new employees concentrated in the provincial telecom staff training center to participate in pre-job training activities. The main contents of the training are: xx telecom development history, xx telecom industry profile, new employee induction counseling, official document writing, interpersonal communication, business etiquette, career development career, etc. During the period, interspersed with the creation of potential tests and field development training activities.
1. Experience in training training courses for telecommunications companies' business service capabilities
In the year, I was fortunate to participate in a training course organized by the city company at the Dynasty Hotel. The three-day training and learning made me feel a lot. The harvest of training will undoubtedly become a great asset in my future work. I will summarize my experience in this study as follows:
First of all, this training course is rich in content and the arrangement is very reasonable. The training content involves a basic knowledge of telecommunications business that a salesperson must master, including the content of service affinity, the value of quality service, the method of adjusting the mentality of the service staff of the store, the etiquette specification of the on-site service, the skill training of the service processing of the store, and the communication in the customer service. Art, store on-site complaint handling art, store site management, store marketing capacity improvement, and other related knowledge. These contents systematically reflect the basic qualities that the current telecom salesperson must possess, and the content is arranged reasonably and systematically.
The teaching effect is good, and it can be connected with theory and is easy to accept. Both Ren Yi and Li Jingjiang can combine the reality and make the boring theory easy to understand and enter the wood three points, so that people can accept and digest quickly. For example, Ren Yi teacher explained in a simple way the standards reached by the service elite, the problems of service affinity, the true meaning of customer service, the professional service image, the golden rule of self-improvement, the art of complaint handling, etc., which made me have a job in telecommunications services. Further understanding, I understand the principle that "the service is only better, there is no best", and at the same time master the knowledge of many service work. In addition, I also left a deep impression on the method of stress relief taught by Teacher Li Jingjiang and the change of the world from the beginning of changing myself.
Secondly, this training has enabled me to learn knowledge and broaden my horizons. Today, with the rapid development of the communications industry and the profound changes in the internal and external environment faced by enterprises, this knowledge has enabled me to have more survival and competitiveness, health and happiness, and will be very good for me to carry out telecommunications services. Important role.
Through this study, let me further understand the importance of service work in the telecommunications industry. Recognizing that true customer service means exceptionally good day-to-day work, exceeding customer expectations, adding value and credibility to each interaction, presenting your best to each customer, and discovering ways to make your client feel happy Surprise you how much you can do, care about your customers like your grandmother. Only by properly handling the problem at one time, knowing how to listen to the customer's voice, handling customer complaints with a positive and constructive attitude, expressing self-confidence under pressure, and clear communication is the standard that the service elite achieves.
In addition, during the training, I learned how to control my emotions and master the correct way to relieve stress. Learn
In the class hours of improving the on-site marketing ability, I realized that active enthusiasm is necessary for successful marketing, and grasping the timing of the transaction is the key factor in marketing transactions. At the same time, when using certain marketing techniques, when the customer starts to pay attention or is interested, when the customer nods, smiles, and looks bright, when insisting on talking about the main problem, when discussing the payment method, when inquiring about the contract content, when someone talks about it, When you complain about other brands, when you complain about other brands, it will make your marketing achieve unexpected results.
In short, I am especially grateful to the company for this potential development training that we have arranged. In fact, there are still many intangible things that we need to experience and use. A good harvest, I must use all the knowledge I have learned in my work, and I will have a good result.
2. The telecom business class duty teacher feels the experience
In order to improve the overall quality of each employee and the ability to handle problems, the business service department of the municipal branch office implements a system in which some skilled employees take turns to be internships at the business front desk, and asks everyone to write their experiences. Here, I chose a diary written by the class teacher on the first day as a personal experience.
Today, it was my first day as a class teacher. This is a rare opportunity to exercise. After the morning meeting, I started my day with a full of enthusiasm. When I was sitting at the duty desk of the duty supervisor, I was very excited and proud, and I was very upset. Because this is the first time to experience the duty director, I always have to make some mistakes in my heart, lest I have insufficient ability, lack of experience, and cause some trouble.
The first user I received, holding a telecom bill in hand, approached the duty supervisor's workbench. He had no choice but to ask the reason. He had already quarreled and said, "Indiscriminate charging, opaque consumption...etc." I heard about the user's intentions when I heard this. I decided to help the user adjust their mindset first. I came to the call counter, and I played the user's fixed-line bill and Xiaoling's call bill, explaining to them one by one. Because the user handled the "My E-home" package, the detailed list is a bit complicated and not easy to understand. . Through my patient explanation, the user's anger gradually subsided and eventually won his satisfaction.
Then, I handled a few of the same questions. Although they are some minor problems, the problems he reflects are: "My E home" package, many users are not very clear, this requires our salesperson to detail The consumption process is explained to the user. When I was a duty supervisor for a day, I encountered problems that seemed to deal with some common problems that happened to us every day.
I don't know how to comment on the one-off duty teacher experience of the day. The people who pay the bills and do business are constantly moving in and out. The “colorful” staff interspersed in the middle of the line is hurrying. I must admit that I am still not very smooth. Inferiority, lack of quick resilience, lack of proper experience, not even due diligence, but the only thing I am proud of is that I use a kind heart to guide the direction of my actions, I have to ask for directions, I use the most Polite language; old, I help to go in; there is arrogance, I don't give people a face; there is a gimmick to ask where to pay the mobile phone fee, I asked him to be the number of "", detailed guidelines.
Thanks to the leadership for giving me a chance to exercise. From the internship of the duty supervisor during this time, I feel that many ordinary small problems seem to require professional knowledge to solve and deal with. I realized the importance of learning. It is not enough to learn a kind of business knowledge. I must study all aspects. According to the needs of enterprise development, we should learn new professional and technical knowledge of the industry, enhance the ability to expand business, expand the breadth and depth of learning according to the needs of its own development, and promote its all-round development.
3. Telecom companies join the party activists training experience
At three o'clock on Thursday afternoon, our telecommunications branch led the organization of our fifteen party activists and conducted training for party activists. The training was highly valued by the leaders of the branch. My company also attended the meeting in person and trained with us. In this training, I accepted the party's education and systematically understood the basic knowledge of the party's history, nature, goals, party building, organizational system, and organizational principles. Through this study, I have further improved my understanding of the party and further understood the true meaning of the party's basic line, principles, and policies. I have a clearer direction and goal in all aspects of work, study, life, etc., and I firmly believe that the ultimate goal of the Communist Party - the social system of communism will eventually be realized.
To realize his life value in society, one must constantly work hard, work hard, and create wealth for the society. The efforts made cannot be blind and must have the right direction. In order to join the Communist Party of China, under the leadership of the party, to serve communism and serve the people wholeheartedly is the direction of my life. After studying, I have strengthened this belief. Constantly use this goal to spur and encourage yourself to keep your confidence and enthusiasm for your work. We must always follow the Marxism-Leninism Mao Zedong Thought, Deng Xiaoping Theory and the three important thoughts as guides for our own actions, constantly strengthen ideological and political cultivation, and continue to strengthen ideological and political cultivation, and produce greater in all aspects of work and study. Motivation, more clear the purpose of work and study, not blind. On the road of life, we have established a correct outlook on life - the values ​​of communist life. It is based on the interests of the people and values ​​for the selfless dedication of society.
One day of study, although the time is short, I feel very deep. The teacher’s words and sentences are still in the ear: “To have a correct understanding of joining the party, to join the party is to serve the people better.” As a party activist, I know that I am away from an outstanding party member. There are still gaps in the standards, but I am determined to do it: in the actual work, wholeheartedly serve our telecommunications customers, unify the telecom customer service with effective implementation; unify the telecom customer service with the spirit of truth-seeking; The determination of telecom customer service is unified with the excellent business skills, and we work harder to do our job.

Part 2: Experience in the training of telecommunications corporate culture

It is a year of spring grass green, and the one-month training for leading cadres is coming to an end. Reviewing these days of study, under the careful arrangement of the group work department and the careful preparation of the lecturers, I have further enriched the theoretical knowledge and improved. The understanding of current telecommunications work has enhanced the sense of urgency to do a good job of the job and clarified the direction for further efforts in the future. In particular, Mr. Wang Lin’s lectures have made me deeply educated and inspired. Here are some tips on how to strengthen the establishment of corporate culture and talk about some personal understandings and experiences.
First, establish a corporate culture. After listening to Mr. Wang Lin’s lecture, we should all know that in today’s new economic era, the success or failure of a company depends not only on tangible things such as market share and profit level, but also on whether there is a consistent internal value identity and publicity. The consistent external corporate image is the corporate culture. Today's savvy entrepreneurs are not only concerned with the market share and profit level, but also pay more attention to the construction of corporate culture. China's Haier Group, Handan Iron and Steel Company, American Microsoft Corporation, Japan Matsushita Co., etc., they have created miracles and successful experiences all tell me: corporate culture is the immortal pillar of enterprise development, and cultural construction has potential cohesive strength. It not only brings a spirit to the enterprise, but also stimulates the sense of pride and responsibility of the employees, fosters the team spirit of the company, and guides the work of our employees, thereby improving the overall efficiency of the enterprise.
Second, focus on corporate culture and enhance the core competitiveness of enterprises. At present, our competition is getting more and more intense. In order to make enterprises invincible in the fierce market competition and achieve the purpose of the enterprise, I believe that the role of corporate culture in enterprise management is more and more important. The construction of corporate culture involves all aspects of the enterprise and penetrates the various production and operation links of the enterprise. Through the construction, promotion, increase of the company's affinity and cohesiveness, we will motivate employees to make unremitting efforts for the company's goals, further cultivate the core competitiveness of the company, establish our company's brand awareness, team awareness, and fully mobilize emotional factors for the enterprise. It is of great significance to attract talents, retain talents and motivate people. The ultimate goal of a company is to enable its companies to maximize profits and maintain long-term sustainability in the fierce market competition. The core competitiveness of the enterprise is the unique ability of the company to form and integrate within the enterprise and support the competition of the enterprise, so that the enterprise can achieve the core ability of sustainable survival and development in the competition. In the work practice, we realized that the core competitiveness of the enterprise is always rooted in the unique corporate culture soil, and is influenced and restricted by the corporate culture.
First, analyze the anatomical self. Find out the strengths of our company and gradually cultivate and grow to form a strong competitive edge. For example, network monitoring and maintenance center, network maintenance is their strength, but also their foundation, the core competitiveness can be: to do the operation and maintenance of telecommunications equipment, to be a strong backing and technical support for business and service . Therefore, we should vigorously advocate the spirit of the department, such as “increasing quality, maintaining good network, and striving for first-class”. We will practice internal strength, strict requirements, strict management, improve maintenance management, and give play to technological advantages. The city's technical support, with first-class operation and maintenance quality to ensure first-class telecommunications products, establish a first-class departmental corporate image, in turn, the reputation of first-class departmental enterprises, first-class corporate image has strengthened the sense of responsibility and mission of employees, employees themselves Work harder on the post. A virtuous cycle is formed and a good effect is received. We take pride in the network monitoring and maintenance center.
Second, accelerate the construction of the enterprise system. Now that we have entered the new economic era, knowledge, information, and resources have grown exponentially. Information networking and globalization have become the characteristics of the times and new eras. Therefore, we must call for new management models, original management models, and so on. With the progress, supplement, change and perfection of the times, they are all conducive to the new development of enterprises, rather than stop moving, becoming a stumbling block to our enterprise reform. In this regard, I feel that we should inject enterprises into the existing enterprise system. The content of cultural construction, put forward the slogan of corporate culture construction, and strengthen publicity efforts to improve employee awareness. After the passage of time and practice, all managers and employees will gradually accept recognition and strengthen implementation in the work. New ideas and new systems. Timely conduct corporate culture education for employees. Provide valuable soil and environment for the growth and development of the core competitiveness of enterprises.
Third, use corporate culture to motivate the potential of companies and employees. For example, the network monitoring and maintenance center, which belongs to a separate department, but with the accelerated pace of market competition, we are deeply aware that the process of users consuming our products is the process of our network monitoring and maintenance, telecommunications maintenance. The process supports and guarantees the whole process of serving our customers. The quality of maintenance determines the user's satisfaction with telecom products. The strengths and weaknesses of operation and maintenance directly or indirectly determine the market performance and market occupancy and user credibility. From this point of view, the process of providing technical support by the network monitoring and maintenance center is a service, that is, directly involved in the whole process of business activities, not only the front-end marketing department directly participates. Therefore, it is necessary to make the slogan such as “maintenance is in operation” in the network monitoring and maintenance center, so that the employees of the network monitoring and maintenance center will consciously link the maintenance work with the business service, and soon within the enterprise. The new image of the tree can also enhance the sense of mission and pride of every employee in the network monitoring and maintenance center. Other departments can do the same to achieve the same effect.
Third, the corporate culture runs through our work. For example: everyone praised and Haier electric freezer quality and after-sales service is unprecedented. why? Mainly Haier has a corporate culture of “selling credit, not selling products”. Huawei can rise rapidly in the information industry, relying on its excellent corporate culture. As far as I know, Huawei's corporate culture has a unique place. Their employees have a common perception that "quality is Huawei's self-respect", "do not let Lei Feng suffer, devotees should get a reasonable return" and so on. In the guidance of such a corporate culture, Huawei's talents have the worry of "Huawei's winter", and they have the expectation of "Northern Spring". Therefore, my company advocates the corporate culture of “customer first, service with heart”, and its significance is important. Therefore, I feel that it is incumbent on this kind of cultural concept and enterprise spirit to penetrate into our work and penetrate into the operation and maintenance work, management work, management work and service work. Therefore, we must put the concept of "customer first, service with heart" throughout the work requirements, work standards, and work assessment. Throughout our company, we become the guide for each telecom person. Everything is user-oriented and user-oriented. Think, to provide users with the most satisfactory service.
Fourth, establish a corporate brand awareness in corporate culture. I think we should pay attention to four aspects.
First: embody the brand personality and corporate characteristics of the company in advertising and business promotion. We can highlight the personality of our company by designing the office environment and business premises. Through these unified visual effects, we convey to the public the changes in our business ideas and get some recognition.
Second: use our brand advantage to win customers, win the market, and use our brand advantage to consolidate the market share and continue to expand, while our prices are higher than other competitors.
Third: It is to promote and gradually establish the business philosophy of “customer first, service with heart” through the employees of the company, strengthen our brand advantage, and make all aspects of the production, operation and service of the company truly real and down-to-earth. To meet the needs of users to carry out work. Really turn existing users into our most loyal users and drive new users through existing users. Therefore, we want to go to the place to think about it, and know that our words and deeds represent the brand of telecommunications.
Fifth, attach importance to the feelings in the corporate culture, "people-oriented." At the work meeting, Guo went to the "people-oriented" management thinking. After this lecture, I deeply realized that the "people-oriented" corporate culture is very, very important. Enterprises must respect people, care for people, care for people, and train people. Adhere to people-oriented, through emotional exchanges, interpersonal communication, group activities, participation in management and intellectual development and other forms and means, so that employees become ideal, ethical, knowledgeable and skilled. Understand the wishes and ideas of employees, and understand each other, strengthen communication, and listen to opinions. Let employees feel the warmth of the team, and let employees understand the difficulties faced by the company, transfer the pressure of the company to the employees, and share the pressure of the company; let the employees recharge in time to adapt to the development of new technologies and new businesses. It not only improves the personal quality and business skills of employees, but also improves the overall strength of the company; creates conditions for employees to realize their own value in the workplace, and let them experience the joy of being respected and respected by the company, so that employees feel The joy of working here stimulates greater enthusiasm and wisdom and contributes to the company.
6. Focus on corporate culture and carry out a variety of cultural and sports activities such as singing, dancing, sports competitions, evening parties, etc. In these activities, corporate culture can be integrated. For example, singing: it can be the professionalism of the company or the professionalism of the event; the essays in the party: can be organized and arranged around the deeds and characters of the unit. Use cultural and sports activities to build corporate culture. The content of the corporate culture is not rigidly interspersed, allowing employees to unwittingly accept the concept of corporate culture in the appreciation of the program. In short, corporate culture is not naturally generated. As long as the leaders of the branch and the employees unite and work together, the corporate culture of Weinan Telecom will surely bear fruit.

Part 3: China Telecom 2010 new employee development training experience

Whirlwind whirlwind, sweeping the sky! With the sound of the slogan resounding, the two-and-a-half-day expansion training began. The Hunan Original Power Development Training Center has made great efforts for the training of this new employee, from arranging vehicles, determining routes, and developing training content. From time to time, we think about it and serve us to the maximum extent. I would like to take this opportunity to express my sincere gratitude to China Telecom, Hunan Power Training Center and all the colleagues who have worked hard for this training.
Although the book has been read for many years, the expansion training is the first time to participate. From the moment I boarded the shuttle bus, hope and expectation filled my entire body, and the shackles of training in my mind continued to roll. Until the shuttle stopped at the Chaoyang Agricultural Park, all kinds of imaginations corresponded to reality.
The first task of the training started was to divide 100 players into 8 groups for the next confrontational activity. I volunteered to be the captain of the blue team and led 18 colleagues to complete the tasks assigned by the teacher in the next training. The first task is to design a team logo, team song, team slogan for your team. I first briefly asked about the various strengths of the players, in order to be able to do their best and make the best use of them, in order to make him play the most important role in the team. As the girls are relatively familiar with the temperament, I arranged for 6 girls in the group to design the team songs, and the remaining boys were responsible for designing the team logo and slogan. After some brainstorming, several programs were pre-selected, and finally the group voted to determine the final plan. After 30 minutes passed, the "Blue Cyclone" team song, team logo, and team training were all ready, and the first shot of the training was started. In this first task, I made full use of the collective wisdom, so that the members with special strengths can make their initiative. When there is a dispute between the players, I will finalize the final decision, and complete the task with relatively high quality and efficiency. The training laid the foundation and also established the prestige of the captain. The downside is that since some of the colleagues in the group are not very involved in the activities, I have no more constructive opinions. I am responsible for this. If I can give more to this part of the team at the time. Opportunity, I believe they will do better.
Tram: This is the second confrontation between our "Blue Whirlwind" and "Flame" teams. Everyone has a strong heart. The "Trolleybus" project requires that the "car" team members be highly coordinated, and at the same time, the ups and downs can move forward quickly. At the beginning, after several attempts, everyone found it difficult to lift their feet. At this point, I changed my strategy in time and led everyone to practice. I shouted slogans and lifted my feet. After several attempts, everyone finally managed to move forward smoothly. In the end, although the blue team lost due to equipment damage, etc., we were defeated. In this project, I divided the six girls into two groups and arranged them in the middle of the "tram". The "tram" was arranged with strong male colleagues at the beginning and the end, and this time it was arranged to arrange less participation in the last event. Colleagues take the lead to increase their participation and enjoy the process of serving the team. It turns out that such an arrangement is effective. The downside is that the coach suddenly changed the rules of the game, making everyone unable to adapt for a while, and the result was a mess. This suggests that over-reliance on someone's strength can make a team's ability to respond. Once you lose this person, the result will be disastrous. In the following projects, I try to mobilize more people's enthusiasm, so that the team can self-manage and self-learn.
I have to say that there is a broken bridge project. As an iconic project to expand training, the broken bridge has a natural advantage. Although the disconnected part is not long, it takes a lot of courage to cross this seemingly small step in the three-story sky. In order to allow each team member to cross the broken bridge with confidence, the team's encouragement is indispensable. To this end, the coach arranged for each team to recharge before he climbed into the sky. This method is really useful, and several girls have bravely crossed the past, and everyone quickly completed the project smoothly. This project is more of a self-challenge and sublimation. It has crossed this small step on the broken bridge and has also taken a big step in life. As the captain, in addition to encouraging each team member, I am also responsible for their safety. Before everyone boarding the bridge, they carefully check whether their seat belts are fastened and whether the riser can be used to ensure the safety of everyone. The Broken Bridge project improves my personal sense of responsibility and mission. The captain is not only responsible for himself, but also responsible for each team member.

Part 4: Experience in training telecom companies to join the party

At three o'clock on Thursday afternoon, our telecommunications branch led the organization of our fifteen party activists and conducted training for party activists. The training was highly valued by the leaders of the branch. My company also attended the meeting in person and trained with us. In this training, I accepted the party's education and systematically understood the basic knowledge of the party's history, nature, goals, party building, organizational system, and organizational principles. Through this study, I have further improved my understanding of the party and further understood the true meaning of the party's basic line, principles, and policies. I have a clearer direction and goal in all aspects of work, study, life, etc., and I firmly believe that the ultimate goal of the Communist Party - the social system of communism will eventually be realized.
To realize his life value in society, one must constantly work hard, work hard, and create wealth for the society. The efforts made cannot be blind and must have the right direction. In order to join the Communist Party of China, under the leadership of the party, to serve communism and serve the people wholeheartedly is the direction of my life. After studying, I have strengthened this belief. Constantly use this goal to spur and encourage yourself to keep your confidence and enthusiasm for your work. We must always follow the Marxism-Leninism Mao Zedong Thought, Deng Xiaoping Theory and the three important thoughts as guides for our own actions, constantly strengthen ideological and political cultivation, and through the continuous strengthening of ideological and political cultivation, we will have greater work and study. Motivation, more clear the purpose of work and study, not blind. On the road of life, we have established a correct outlook on life - the values ​​of communist life. It is based on the interests of the people and values ​​for the selfless dedication of society.
One day of study, although the time is short, I feel very deep. The teacher’s words and sentences are still in the ear: “To have a correct understanding of joining the party, to join the party is to serve the people better.” As a party activist, I know that I am away from an outstanding party member. There are still gaps in the standards, but I am determined to do it: in the actual work, wholeheartedly serve our telecommunications customers, unify the telecom customer service with effective implementation; unify the telecom customer service with the spirit of truth-seeking; The determination of telecom customer service is unified with the excellent business skills, and we work harder to do our job.