Telecom Branch Creates Provincial “Consumer Trustworthy Unit” Reporting Materials

Under the correct leadership of provincial and municipal telecommunications companies, and with the strong support of local governments and departments at all levels, in recent years, XX Telecom's various undertakings have progressed rapidly with the development of XX local economy, and have achieved remarkable results. XX Telecom Branch is the largest and most powerful communication operation enterprise in our county, and plays the role of the main force in local information construction. At present, the total number of fixed-line telephone users in the county has exceeded 120,000, the number of PHS users has exceeded 20,000, and the total number of broadband users is nearly 8,000. The optical cable reaches all the towns and towns in the county. The PHS network covers the main towns and towns in the county. The proportion of telephones has reached %, which basically forms a fiber-optic, digital, and IP-based communication network, which can fully meet the growing communication needs of the people.

While the telecommunications business is developing rapidly, XX Telecom Branch always keeps in mind the purpose of the service industry, takes the customer as the center, adheres to the service concept of “customer first, service with heart”, strengthens “customer lead” and “service leading” to enable enterprise service. The level and quality of service have been rapidly improved, and spiritual civilization has also achieved fruitful results. It has successively won the titles of “provincial civilized units” and “provincial model workers' homes”, and won the title of “consumer trustworthy unit” of the city and county for four consecutive times, and the first batch of “civilized industry” title of the county, in the recent fight In the battle of Typhoon "Yunna" on the 14th, we have two groups and four individuals who were reported by provincial and municipal companies.

In the process of creating a provincial consumer trustworthy unit, we mainly have the following experience:

First, the leadership attaches importance to the organization and the responsibility is clear. As a service-oriented enterprise, the acquisition of the title of “Consumer Trustworthy Unit” is affirmation of our long-term integrity management, customer-centered, “customer first, service with heart” concept. For this reason, the company’s leaders attach great importance to the creation of work and establish The company's top leader served as the team leader's creation work leading group, formulated the plan, defined the responsibility, and created the work as a long-term mechanism of the company, and took the opportunity to create a new platform for the company's work. Order.

Second, strengthen education, extensive mobilization, and everyone involved. Through various forms of publicity and education activities, we let employees recognize the importance and necessity of creating consumers' trustworthy units, strengthen the awareness of all employees to serve consumers, and effectively improve service levels and service quality to satisfy consumers. We continue to strengthen the education of all staff awareness through various forms, and integrate the concept of “customer first, service with heart” into all aspects of service. Through comprehensive and multi-level employee training, we carefully organize account managers and sales staff to learn service specifications, so that our overall service level and service capabilities have been improved.

Third, lay a solid foundation, innovate services, and improve satisfaction. Our creation activities focus on improving user satisfaction, and constantly improve the user-centered service quality assurance system to achieve service innovation. Since we established four marketing channels for different customer groups in March last year, we have moved from passive services to active services, from window services to full-process services, from mass services to personalized and differentiated services. Consumer satisfaction has been effectively improved. At the same time, we also started from the basic management, creatively put forward 10 topics, including optimization of marketing channels, PHS network optimization and other issues involving consumer satisfaction, through the PDCA cycle method, constantly adjust Optimize, improve, and improve. The proposal of these 10 topics has been positively reverberated in the province's telecommunications, and it has also maintained a double-digit growth in the company's business income in the first half of the year, and the growth rate has played a very good role in promoting the province's first. In addition, we have strengthened the operation and maintenance support system, and through continuous efforts, we will build an advanced, efficient, safe and reliable communication network to improve network quality and operational efficiency, and provide strong support for better service users. . We continuously strengthen the training of employees' technical level and service awareness, and promote the improvement of service level and service quality by selecting high-quality installation and maintenance of sales staff. We have extensively developed various types of telecommunications business agency sales outlets, close to the community, greatly facilitating the people, and through the establishment of the rural turnkey responsibility system to solve the problem of the difficulty of payment in some remote areas. All of this is to better enhance consumer satisfaction.

Fourth, strengthen supervision, improve the mechanism, and constantly grasp. In order to ensure the realization of service standards and the improvement of service quality, our company has set up a service quality supervision position, so that it can be accepted by special personnel. Full implementation of the "first question responsibility system" and "users request red and yellow card" system, the opening of 10,000 complaints phone and "director hotline", the user's problems and all kinds of complaints have been accepted and answered in a timely manner, the results of the treatment, there are Supervision has been implemented and improved, and service efficiency and user satisfaction have been improved. From January to August of this year, we issued more than 1,200 user consultation letters, and received 205 complaints from various users. Among them, there were 78 reasons for complaints. All of them received a satisfactory reply, and we have implemented Echo". Our company has also continuously strengthened communication with the industry and commerce, consumer associations, prices, county magistrates and other units, and hired 25 telecom users from all walks of life as supervisors of the industry, and invited large customers and some residential users to hold regular symposiums. Actively accept supervision, constantly upgrade the service level, and put the service work in the omnipresent supervision.

5. Repay the society, pay attention to public welfare undertakings, and protect consumer 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, and forms a poverty alleviation pair with the village of Zhangwu Township in the poverty-stricken village of our county. It sends condolences and condolences every year and helps 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 socially beneficial activities to provide consumers with various voluntary activities and conduct business. Activities such as consultation, telephone repair, and souvenirs are used in various forms to benefit users and repay the society.

XX Branch adheres to the tenet of “People's Posts and Telecommunications for the People” and shoulders the corporate mission of “sharing the information civilization synchronized with the world”, providing consumers with “accurate, rapid, safe and convenient” communication services in the future. In the creation work, we will continue to guard against arrogance and arrogance, make persistent efforts, strive for greater glory, promote the creation of work to a new height, and create a safe consumer environment for consumers.