Telecommunication enterprise economic development soft environment centralized rectification activities rectification plan

Economic development soft environment centralized rectification activities rectification plan

In recent years, our company has always regarded the quality of service as the basic work, and specifically put the service concept of “customer first, service with heart” into every aspect of the work. As a telecommunications company, due to its strong service, we are even more demanding that we should be enthusiastic in our work and maintain a good working style.
In order to conscientiously implement the relevant decisions of the municipal party committee and the municipal government on carrying out activities to improve the development of soft environment, the party committee of our company has carefully planned the drafting of the rectification plan. All departments have carefully studied the relevant files, contacted their actual situation, discussed the research in depth, and related Know how to put it into practice. Everyone agrees that soft environment construction is particularly important in the current rapid development of the market economy and fierce competition. Strengthening the construction of soft environment is closely linked to the economic development of investment promotion. Improving the development of a soft environment must start from everyone, which requires strengthening daily political learning and business learning, and more demanding business skills. Need to further clarify the relationship between service awareness, service attitude and service efficiency. At the same time, we also found out the shortcomings of daily work and existing problems, and clearly realized that it is not a trivial and four-ring rule to solve the problem of developing a soft environment. You must change your mind and make unremitting efforts. It is necessary to formulate practical plans to make the service work practical. Starting from me, everyone is striving to be me as a model of a soft environment, and contributing to the soft environment construction of our county with practical actions.
The telecommunications sector is an external service department based on information services. We must fully recognize the importance of our work. Under the guidance of the spirit of unity, service, innovation and truth-seeking, we will carry forward our achievements and find out the shortcomings. Ze Ze develops a soft environment and presents a bouquet of flowers. In our external service work, we should reflect a new concept, new consciousness, and new technology. We believe that in the process of improving the soft environment of investment, it is very important to improve the service attitude, but to improve the modernization of the soft environment, especially the modernization of service means. It is also important to further improve the content of the soft environment of the service. On the one hand, it adapts to the development of the level of social informatization. On the other hand, by increasing the investment in technology, it can also greatly improve the service level and eradicate the ills that traditional service methods cannot overcome. In conjunction with this discussion on improving the soft environment, we have proposed the following rectification plans for our existing work:
1. Conduct democratic assessments of the responsible persons of each unit throughout the company, and conduct talks and refrain from soft-environment awareness.
2. Actively implement the reform of the labor distribution system, extensively carry out the activities of “building services for the soft environment of economic development, establishing new winds in the industry”, and continue to carry out “positive” and “anti” service star rating activities.
3, further improve the service attitude, in line with the principle of customer first, service with heart, to meet the needs of users as much as possible, to be meticulous and thoughtful. Actively serve the users, do a good job of returning visits to important users, especially foreign users, often communicate with users, can not passively follow the user's requirements, and engage in more distinctive service content to attract customers. For example, for foreigners to do free publicity on the Internet, the setting of the column depends on the client, such as housekeeping services, talent services.
4. Improve the quality of personnel and provide a high level of service. We must strengthen our study and enrich ourselves. Mastering more technologies can further improve the quality of our services.
5. Strengthening the establishment of rules and regulations, establishing awareness of handling affairs according to law, increasing transparency, and reducing human factors are the fundamental guarantees for the improvement of the soft environment.
6. Further deepen the reform, carry out in-depth analysis and research on existing service content, service means, service methods, service processes, etc., and boldly reform in light of the needs of the market. The quality of telecommunications services will directly affect Hongze's overall image. Although we have been constantly improving and perfecting our service work and have achieved certain results, we still have to take advantage of the activities and make great efforts to make our service work to a new level.
The following are the specific implementation plans of our company:
In order to strengthen the management of the quality of our telecommunications services, maintain the image of telecommunications companies, and urge all employees to strictly abide by the relevant policies and regulations of the state and telecommunications authorities, establish the concept of customer first, service with heart, and make the quality management and supervision of telecommunications services more systematic. To standardize and standardize the behavioral norms and assessment rules of the employees' civilized service:
1. All employees shall be assessed according to the business personnel, telephone loading and unloading machine construction, telephone obstacle repair personnel, special service desk and internal service personnel civilized service code of conduct.
The child target is the assessment target.
The assessment benchmark is 100 points.
2. Awards and penalties:
The employee who scored 100 points was awarded the Civil Service Award of the month, which was converted based on the benchmark. More than 100 points were still calculated according to 100 points.
If the score is below 75, the employee is not allowed to win.
Violation of service discipline to implement a one-vote veto
3. Calculation method for assessment score:
Each sub-item will have its benchmark score after the end of the month, and the unfinished sub-project target shall not be the benchmark score.
4. If there are any flaws in the details of this appraisal and the “Administrative Measures for the Supervision, Inspection and Assessment of the Telecommunications Company of the ** City”, these rules shall prevail.

Code of Conduct for Business Personnel Civilization Service

First, the instrument appearance
1. The sales staff must wear the uniforms prescribed by the provincial company. The dress is neat and the buttons are complete. No slippers are allowed.
2. The sales staff must wear the work number card at the top of the left chest.

3. The sales staff should be well-mannered and maintain good personal hygiene habits. Male workers do not leave long hair, do not leave a beard; female workers hair combed neatly, do not apply heavy makeup. Do not wear improper accessories.
Second, attitude language
1. The sales staff should be full of spirit in the service work; the customer should be warm, sincere and polite; the customer should face the customer and face each other; the service can be stood in time to show the customer's enthusiasm and respect. Do not be cold and slow down customers.
2. The salesperson should speak Mandarin in the service work; it should be appropriately referred to according to the customer's gender, age, etc.; should use the civilized service terms such as "Hello, Please, Thanks, Sorry, Goodbye" actively and freely.
3. The sales staff must not show dissatisfaction or impatientness to the customer during the service work. When the customer's attitude is not good or rude, they must endure restraint, take care of people, and reasonably do not argue with the customer. If necessary, please ask the shift supervisor to resolve the conflict with the customer.
4. When the customer is close to the table, the sales staff should greet the customer, smile or nod, and ask the customer what kind of business they need to handle. When the client leaves the business, the salesperson should send the customer with polite words or nod.
5. When the business to be handled by the customer is not part of the desk, the salesperson shall accurately indicate the position of the desk to which the client wants to do business, and shall not take the customer away in a general language or with unclear gestures.
6. When the customer asks the salesperson, the salesperson should answer or answer the customer's inquiry in a warm and timely manner; if the customer's expression is unclear, the salesperson should be patient and ask for it, and should not be sloppy and smothered. Answer or answer customer questions and avoid using internal terminology.
7. When the customer is in a hurry, the sales staff must speed up the processing of the business, and please understand the temperature and the customer.
8. When the customer's business procedures are too slow, the sales staff can speak or assist the customer to increase the speed and do not urge the customer.

9. When the customer has difficulty in handling or using the telecommunications business, the sales staff should give enthusiastic assistance in an appropriate manner.
10. When the customer's business procedures do not comply with the relevant regulations or the business is not used properly, the sales staff should be patiently instructed.
11. When the customer submits a request that exceeds the business regulations and cannot be met, the sales staff should explain it politely, please understand the customer.
12. When the sales staff has made mistakes, they should promptly correct them. Sincerely accept the customer's criticism and take the initiative to apologize to the customer.
Third, the behavior
1. The salesperson should sit in front of the table and sit upright. Do not lean on the back of the chair. Do not tilt the legs on the table and chairs. Do not rest on the workbench. When standing, do not akimbo, do not hold the chest, do not lean on other things. Do not sit on the table or on the table, and do not smash and fight in the store.
2. When the business personnel receive and pay the payment, they must sing and pay for it; when handing over the money with the customer, they should be handled with care and not thrown.
3. When the business personnel handle the business, they should first and foremost, first and foremost, and then take care of the elderly, the sick, the sick and the customers with the children, and reduce the waiting time of the customers.

4. When there are many customers who handle business before the desk, the sales staff should pay attention to the order of the customers, or properly guide the customers to obey the order and avoid conflicts.
Fourth, service discipline
1. The sales staff is not allowed to use the service slogan in the service work, and is not allowed to collide, blame or reprimand the customer.
2. During the business hours, the sales staff is not allowed to refuse the business that should be handled or refuse to provide the customers with the inquiries that can be provided according to the regulations; the customers who have stayed in the store at the end of the business hours should handle the business.

3. The sales staff is not allowed to leave the post at the service desk. They are not allowed to chat or chat while doing business. They are not allowed to meet in the business counter or do other things that are not related to work. They are not allowed to eat in the store or Smoking; not allowed to go to work after drinking.
4. The sales personnel must strictly implement the unified telecommunications tariff standards. It is strictly forbidden to set up fees or raise the charging standards without authorization. It is strictly forbidden to force or disguise customers to use high-grade and high-cost services; it is strictly forbidden to force customers to purchase the company's communication terminal equipment; Names are matched with sales, and it is strictly forbidden to accept customer gifts, remuneration, rebates, and various purpose benefits. It is strictly forbidden to use the work to eat cards and ask customers.

Telephone loading machine construction, telephone obstacle repair personnel civilized service industry standard one, instrument appearance
1. Construction and repair personnel must wear seasonal uniforms when they are on duty. No slippers are allowed. Do not open your homework. Do not wear sunglasses in the customer's room.
2. When the construction and inspection personnel are on duty, they should wear the work number plate on the upper left side of the left chest.
3. The construction and maintenance personnel should be neat and tidy and maintain good personal hygiene. Male workers do not leave long hair, do not leave beards, female workers' hair is neatly combed, no heavy makeup, no improper accessories.
Second, attitude language
1. Construction and repair personnel should be full of energy when they come to the door, and greet the customer with enthusiasm and initiative to explain the intention. When you talk to your customers, you should face each other with a courteous and courteous attitude.
2, construction, inspection personnel should speak Mandarin in the service work; should be properly called according to the customer's gender, age, etc.; should use the civilized service terms such as "Hello, Please, Thanks, Sorry, Goodbye" actively and freely.

3. Construction and repair personnel are not allowed to collide or blame the customer for any situation in the service work, and must not express dissatisfaction or impatientness to the customer. When the customer's attitude is not good or rude, they should be patient, restrained, reasonable, and not arguing with the customer. If problems that cannot be solved at the service site occur, they should report to the company and handle them in a timely manner.
4. During the service work of the construction and inspection personnel, the requirements put forward to the customer shall be satisfied if they meet the requirements and conditions, and should be taken care of when the customer repeatedly proposes or changes the requirements; improper requirements for the customer, A clear explanation should be given. Please ask the customer to change the improper request or ask the customer for understanding.

5. When the customer proposes business and technical consultation, the construction and inspection personnel should answer the customer's questions correctly and patiently, and must not be sloppy and smothered.
6. When it is found that the customer uses the communication equipment improperly, the construction and inspection staff will warmly guide the customer to use it correctly. If the customer is found to have violated the relevant regulations by using the communication device, he should publicize the customer and ask the customer to comply with the relevant regulations.
7. In case of special circumstances, the telephone cannot be installed or the fault cannot be repaired. The construction and inspection personnel should explain the reasons to the customer, obtain the customer's understanding, and negotiate with the customer for the time of construction or inspection.
8. Construction and repair personnel should correct the mistakes in the work in a timely manner, and sincerely accept the customer's criticism and take the initiative to apologize to the customer.
Third, the behavior
1. Construction services should be reserved with customers first. When you contact with the customer, you should listen to the customer's opinions and requirements in a negotiating manner to take care of the customer's convenience. Be sure to keep your letter after making an appointment. If you change, you must notify the customer in advance and apologize.

2. Construction and repair personnel must have sufficient tools before work. Do not allow customers to provide tools for loading and unloading. It is not allowed to make the customer undertake the labor of loading and unloading labor.
3, construction, inspection personnel into the customer's room, should first knock on the door, knocking on the door to force moderately, the time to ring the doorbell should be properly spaced, not long bell. Only the customer's consent is allowed to enter the door. When the customer is not at home and does not lock the door, they are not allowed to enter without permission.
4. Construction and inspection personnel should not look around when they enter the customer's room. They are not allowed to walk around without standing on their backs. They do not stand on their hips, do not hold their chests, and do not lean on the back of the chair when sitting. Do not play at the service site. Do not ask the client for private matters without reason. Customer's facilities and materials may not be used without the customer's consent.

5. Construction and inspection personnel should carry a shoe cover or a pair of clean shoes with them in order to wear them when they enter the customer's home service. In the service, we must pay attention to keep the customer's room clean and avoid touching dirty customer items. The tool kit should not be placed on the customer's bed, sofa and other living facilities; the construction site should be cleaned by the people; pay attention to the customer's property and move the customer's facilities and articles. The action should be light and stable, and damage to customer facilities should be compensated.
6. The construction of the loading machine should be based on customer satisfaction, and the customer can sign it up before it can be completed. After the construction and repair personnel have finished their work, they should politely bid farewell to the customer and must not stay in the customer's room for no reason.
Fourth, service discipline
1. Construction and inspection personnel are not allowed to use service warnings, and are not allowed to collide, blame or reprimand customers.
2. Construction and maintenance personnel are not allowed to drink alcohol before and during work. Do not smoke or eat snacks in the customer's room.
3. Construction and repair personnel are not allowed to accept any hospitality from the customers during their work. They are not allowed to use the work to request or accept customer gifts, remuneration, rebates and benefits of various names.

Code of Conduct for Civil Service of Special Service Desks and Internal Staff
1. The time limit for the manual service desk and the internal staff to answer the customer's phone is no more than fifteen seconds, that is, the bell rings three times and must be answered.
2, when answering customers by phone, you must use Mandarin, and standardize the terminology: "Hello, Hongze Telecom ** department", keep the tone in a friendly manner, attitude and ambiguity, moderate speed, clear words, concise terms, and correct expression.

3. Communicate with customers by telephone. Use civilized service terms such as "Hello, Please, Thanks, Sorry, Goodbye" actively and freely. No matter what happens, you are not allowed to collide and blame the customer, and you must not express dissatisfaction with the customer. Impatient emotions; no use of service taboos.
4. When you encounter a customer's constant questioning, you should have a question and answer, and you should not bother. If you can't answer the difficult question, you should record it and hand it over to the relevant department for processing.
5, when the customer's attitude is not good or the customer is blamed, should be patient, restrained, tone of tone, polite dialogue, reasonable people, reasonable and not argue with customers.
6. When you encounter difficulties or have emergency situations, you should give enthusiastic help according to actual conditions and possibilities.
7. In case of problems raised by the customer or the content does not belong to the business scope of the department, the customer shall not be simply rejected. Under the premise of asking the customer's questions, the customer should contact the relevant department or inform the customer of the way to solve the problem.