Radio station deeds

Grasping team building, tree service brand

In just two years, the number of cable TV subscribers in the famous Huihui Town Radio Station has grown from 4,000 to 8,300, and the cable TV coverage rate in the town is over 52%. A strong broadcast station with fixed assets of 5.2 million. From small to large, the radio stations benefited from the results of the “services around the people and management in the middle of the service” promoted by the town. The radio station insists on development as the goal, service as the core, management as the means, constantly strengthens its own construction, calls the service brand, establishes a good image among the people, and achieves both economic and social benefits.

First, establish a system of establishment, and pay close attention to the team building

Broadcast station services directly face the majority of customers. It is a service industry in itself, and the style of work will directly affect the development of broadcasting stations. The broadcasting station first sets out new working standards, publicizes the service commitment, and has detailed working standards from the telephone civilized language to the supervision and maintenance feedback. The establishment of a set of matching supervision and restraint mechanism. The establishment of the Hall of Fame and the Fault Bar, the establishment of a reward and punishment mechanism, the timely development of business experts and love and dedication to the selection of the pace, and linked to bonuses and posts, the implementation of semi-military management. The webmaster took the lead in the first step and took the lead in execution. During the year, the first violation was made, the economic penalty was 50 yuan, and the second violation was made. The rules and regulations with clear rewards and punishments have mobilized the enthusiasm of the staff and effectively changed the work style. The fundamental situation of the work situation of the broadcasting station has directly led to the rapid rise of the customer base.

On the basis of the establishment of the system, the radio station has boldly introduced the competition mechanism and implemented the responsibility system for the wide-area road package. Each team leader competes for the job and selects the best. On the basis of the fixed-member, the team members and the team leader are the most Jiahua combination two-way selection. Therefore, in the whole station, a benign competition mechanism is created, and the implementation of the new system greatly stimulates the enthusiasm of the employees. The entire radio station becomes a fighting group that is united and struggling, full of vigor and vitality. Unifying thoughts, working style, and grasping the team have achieved obvious results, making the radio station reborn and completely changing the old face of slackness and sloppiness.

Second, quality service, a promise of gold, called the service brand

Satisfying users is the solemn commitment of the broadcasting station. In order to make the service come true, the broadcasting station starts from the standard service and announces the radio and television 110 hotline "3487111" to the public, 24 hours a day. Whether it is a signal problem, or the TV is faulty, the phone is on call, on-site service, rain or shine. At the same time, the station strengthens the system construction, improves the service quality, and focuses on standardizing service behaviors from the hotline civilized terms, the three incompetent households, and the maintenance feedback, and calls the service brand.

"Here is the Embroidery Hui Broadcasting Station... How much is your house number, we will arrange the door-to-door service within one hour." The standardized and civilized telephone language has invisibly narrowed the distance with customers. In the process of employee-to-home service, the “three no-limit” measures were formulated, that is, smoking is not allowed in the customer's home; it is not allowed to eat or drink at the customer's home; it is not allowed to drink tea or eat at the customer's home. Once the offenders were verified, the first economic penalty was 50 yuan, and the second time they were dismissed. At the same time, the station actively promoted these seemingly ordinary little things, but it became a hard lever in the radio station. This seemingly inhumane regulation has become a brand of broadcasting. The public is full of praise. An 80-year-old grandmother said that the staff of the radio station said with excitement: "These comrades do not take the needles and the line of the people, and repair the TV without even drinking. It is like the Eighth Route Army."

The radio station around the goal of fine service, learning Haier service model, equipped with a work package for the on-site service staff, with feedback sheets, towels, cloth, rags and other tools, put the cloth in the installation and maintenance process On the table or chair, so as not to step on dirty customer furniture. Since the rural people rarely wipe the TV, the maintenance staff insisted on wiping it with a professional paper towel. Finally, wipe the customer's furniture again with the rag that comes with it, fill out the feedback form and return it to the radio station for reference. In order to effectively supervise the quality of service, the broadcast set up a returning team with the head of the station as the team leader, and regularly visits customers from time to time, listens to customer opinions, continuously improves work measures and improves service quality. It can be seen from a single return visit that in recent years, the public's satisfaction rate with the broadcasting station service is as high as 98%. By standardizing these subtle links, our customers will feel the meticulous and people-oriented quality service. The radio station has won the trust and support of its customers with its own quality improvement, and it has called a brand with excellent quality and excellent service.

Third, shape the image and serve the people in good faith

In order to let more customers receive rich and clear TV programs. In March of this year, the radio station carried out meticulous overhaul of the town's broadcasting lines, and conducted a centralized return visit to the town's customers, solicited the opinions of the customers, and timely solved some difficult problems that customers are generally concerned about. Customers in remote areas generally report that the signal is not ideal. Zhang Huaibin, the stationmaster of the radio station, understands that this is due to the long distance and the attenuation of signal transmission. It is necessary to set up the optical cable to solve the fundamental problem. Although the investment is large, it is still necessary to resolve it in the long-term interests of serving the people. In this way, all the staff of the radio station carried forward the unity and hard work, and created a first-class spirit, investing 800,000 yuan, and renovating the 22 villages in the town in one month. The new fiber optic cable was 12 kilometers, and 12 new light spots were added. Replace the main line 80 kilometers. So far, the town's radio and television lines have all achieved fiber transmission. High-quality transmission signals, high-quality services, ushered in new customers' blowout market, more than 1020 new users in the first half of this year, an increase of 60% over the same period last year. At the same time, radio stations continue to tap their potential, relying on Peking University's Qingdao information network system, making full use of their own network technology advantages to provide broadband Internet access services to the public. So far, Embroider Huiguang has 184 broadband Internet users.

All the staff of the radio station carry forward the spirit of "especially able to endure hardships, especially fighting, and dedication". We always take the development of radio and television industry as our own responsibility, creatively carry out our work, and practice the "three represents" with our own practical actions. I have worked hard to fulfill my service commitments and continue to expand the new world of embroidery, Huiguang and TV.