Telecom company's work ideas to improve user satisfaction

In the new year, the service quality supervision and inspection room will be down-to-earth, work hard, strengthen management, actively implement rectification measures, focus on implementation effects, and strive to build a brand of xx telecommunications quality service. Promote business by service and escort the business. The working ideas of xx years are as follows:
1. People-oriented corporate culture concept, increase service quality inspection, and improve the overall quality of enterprise employees.
The inspection and assessment of service work must be given enough attention. At present, the service work is hard to get up. In addition to the gap in understanding, the waste system, the inspection, and the soft assessment are the main reasons. The competition in the future is the competition between culture and brand. The corporate culture is intangible and the soul of the enterprise. Only the business philosophy can be integrated with the behavior of the employees. The employees turn the service into habit and instinct under the influence of the wenmi.net industry culture. The service concept can be refined and sublimated in the behavior of employees. Pay attention to the service orientation of employees, the education of service channels, establish corporate behavior and service behaviors, everyone is the waiter's awareness, and secondly, clarify all aspects of responsibility, support the organization, network operation quality, engineering construction speed, front desk Businesses are included in the assessment of service quality. The assessment methods for each job must have service management content, and strive to promote the awareness and atmosphere of full-service. The only assessment indicator that affects user satisfaction.
2. Innovative services will be better. Pursuit of customer satisfaction services. Service is the foundation of the company. The business is the foundation of the company. The business is the source of development power, the foundation of the enterprise, and the source of growth. The customer has a steelyard, and the scale is the integrity of the enterprise. Pay attention to the customer's perception and always use the customer's opinion as the evaluation standard of the service. Speak for customers, think for customers, supervise service processes, safeguard customer rights, take customers as the center, take customer perception as the standard, always adhere to the concept of “communication from this heart”, and pursue the principle of “pursuing customer satisfaction service”. Improve the service process, improve the service quality, strive to standardize the service measures, network the service system, humanize the service means, the service content is different, and the service supervision is socialized.
Specific measures: In combination with the service work of the branch office, organize the training, guidance and study of the service staff of the city one to two times in one year.
3. Let the “five hearts” service run through the service work.
Use my love for your comfort, use my sincerity to change your mind, use my care to change your mind, use my patience to change your peace of mind, use my enthusiasm for you happy.
4. Strengthen the relationship with the social supervisors - play the role of point and generation.
In order to further implement China Telecom's service concept of "customer first, service with heart", continuously improve the service level of China Telecom, further expand the supervision channels, improve and expand the social supervision network, better accept the supervision of the society, and improve the service attitude. Promote the further development of China Telecom; further strengthen the relationship with the "government" and "consumer association" and strive for understanding and support. In the party and government organs, enterprises and institutions to hire a group of relevant personnel as my company's social obligation supervisor, the letter of appointment is unified by my branch. At the same time, wenmi.net fixed the temporary management measures for the social obligation supervisors of the xx telecommunications branch, and stipulated the main duties and contact system of the social obligation supervisors. By perfecting the social supervision system, users' opinions and suggestions on our company can be timely reflected to the employer, so that we can supervise the quality of our services. Our company will strengthen liaison and communication with social duty supervisors, let them understand our "difficulties", understand our "initiatives", and be willing to be our "narrators" to promote our products and services better.
5. Improve and implement the joint conference system, hold it regularly, and analyze the hot issues of complaints.
It is scheduled to hold a service quality joint meeting system in the first half of each month, clarifying the purpose of the joint meeting, and letting the responsible persons of various departments grasp the problems in the service by convening a joint meeting, so as to solve the hot and difficult problems in a targeted manner. Implemented specific departments and personnel. Strictly follow the requirements of the “Notice on Strengthening the Joint Meeting of Service Quality” to ensure the effective implementation of the system and avoid the flow of form.
6. The complaint is gold and the customer's complaint resources are valued.
~ Solving the problem of complaints and effectively preventing them from happening again is a key to doing a good job in service. "Complaints are gold", resolving complaints is "profit", continuously strengthen complaint management, and improve the efficiency and quality of complaint handling. The “Complaint Handling Management Measures” of the branch company was formulated. Increase the assessment of units that do not pay attention to user complaints.
7, the tree business window image, enhance the Tongchuan service brand.
Unsatisfactory conduct of satisfaction survey activities for business window service personnel. The specific implementation method is as follows: such as the service attitude satisfaction survey, strictly in accordance with the "China Telecom Enterprise Service Standards and Service Standards" requirements of the store's civilized service standards to produce, out of 10 points. In the business window, when the user uses the business to handle the business, the user is given a satisfaction survey form, allowing the user to score on the spot, investing twice a month, and randomly checking 5 users. The worst salesperson was selected. The worst salesperson who affects the company's image and dissatisfied users is retired.
8. Accelerate the pace of construction of the 10000 channel platform, standardize the service terms of the 10000 customer service hotline personnel, and improve the consulting skills and consultation accuracy. Focus on the important indicators of No. 10000.
According to the requirements of the group company, the manual connection rate of 10000 is over 90%, the telephone interruption rate is lower than 0.5%, the timely rate is 100%, and the consultation processing accuracy is over 98%.
According to the type of telecommunication service, the test is organized for each type of business every month; for the problem of user consultation, the business proficiency competition, simulation question and answer, and scoring on the spot. The test scores are linked to the performance pay for the month.
9. Establish and improve the customer relationship database, play the role of return visits to improve user satisfaction, and improve the quality and skills of return visits.
Actively cooperate with big customers, business customers and public customers to coordinate customer surveys and information feedback work, and support the channels. Quality and quantity guarantee the difficult problems reflected by users in the return visit work, and do a good job of “compensating” the service. In view of the current situation of low satisfaction of merchants and public customers, the visits to business and public customers have been increased. Every day, visitors and public customers return to visit and actively collect customer opinions and suggestions. A return visit is completed to all merchants every quarter, and four visits are made each year. And carry out targeted and diverse satisfaction survey activities with other channels, and do a good job of feedback information.
10. Further improve the assessment system for service quality.
When dealing with business, the responsibility for work is not strong, causing errors to cause users to complain; for repetitive user complaints, increase the punishment and assessment, and seriously assess the standards. The statistical report of the person responsible for the complaint is used as the basis for the evaluation of the advanced individual and the advanced collective at the end of the year. Changing service is a customary awareness of soft indicators. It is everyone's responsibility to include service work and implement a one-vote veto.
11,

"You are satisfied, I am assured of visiting or apologizing."
Every time there is a reason for the user to complain, the relevant department personnel and responsible persons must visit the house to apologize, understand the user's satisfaction, resolve the user's dissatisfaction, and improve the user's satisfaction rate.
In the competitive market conditions, competing for users is to compete for the market. Retaining users is to keep the market. Only the intimate service that regards users as relatives can be widely praised by users, which not only broadens the user base, but also enhances the affinity with users, thus consolidating the market. And also won the trust of customers and establish a good image of the company. The main point of correct positioning of service work is to adjust concepts and change work ideas. The improvement of satisfaction comes from the joint efforts of each of us. Only by paying attention can we harvest and have a return. In the new year, our service quality supervision and inspection room will always adhere to the customer's voice is the first signal, customer demand is the first choice, customer interest is the first consideration, customer satisfaction is the first standard of "four first" Service tenet, always put the improvement of service quality in the first place, and strive to improve the user satisfaction of the branch.
Xxxx year x month x day