Mobile company integrity service activities summary
According to the unified deployment of the “Integrity Service and Safe Consumption” initiative of the Ministry of Information Industry in the national communications industry in the year, the mobile branch actively responded to the action initiative of the Ministry of Information Industry's Work Style Construction Steering Group, the China Consumers Association, and the National Telecommunications User Committee. Under the correct guidance of the Provincial Communications Administration, in accordance with the unified deployment of the provincial company, combined with the requirements of the "integrity service, rest assured consumption" action, for charging tariffs, marketing management, service performance, technical management, cooperation management, information content management, complaint handling In seven aspects, the “Integrity Service Satisfaction 100” activity was launched, and eight service commitments were launched to the society. The staged, planned deployment, publicity and implementation were carried out. The following is the report of the activities. Please correct me:
I. Carefully organize, unify thoughts, and carefully formulate activities. The implementation of the project branch established the "Integrity Service Satisfaction 100" activity leader with the general manager as the team leader, the deputy general manager as the deputy leader, the directors of each department, and the county and city company managers. The team is fully responsible for the organization and promotion of the activities, and supervises and inspects the work at all stages. In the branch service department, an activity office was set up, which was responsible for the overall coordination and organization of the activities, and decomposed the work of each stage into various departments, so that the responsibility of each department was clear and the tasks were implemented.
The branch held the "Integrity Service Satisfaction 100" mobilization meeting and issued the "Notice on Deeply Carrying out the "Integrity Service Satisfaction 100" Activity", and studied the "Telecom Service Specification" and "On Strengthening Operation Management and Conscious Inspection to Correct Violation of Business Operations." The Notice of Conduct and the “Notice on the Temporarily Not Allowed to Call Forwarding at the Present Stage” forwarded by the Provincial Communications Administration, etc. In combination with the status quo of the operation and service of the branch, we will organize and strengthen the implementation, and require all employees to understand the importance of the activity in the strategic development of the company. The whole activity is in accordance with the four stages of preparation, comprehensive start, in-depth development and summary evaluation. The order is expanded.
Second, earnestly self-examination, implementation of rectification, consciously regulate business operations, branch office, correspondence department letter [ ] 408, letter department letter [ ] 86, letter department clear [ ] 630, letter department Qing [ ] 574 and The requirements of the letter of the Ministry of Information [ ], through the external call back visit, mysterious customer unannounced visits, service quality social supervisor feedback, customer advice and suggestions, internal process field inspection and other methods have carefully carried out self-examination and self-examination, self-examination Problems, formulate specific rectification plans, conscientiously implement rectification, and strive to create a business environment of honest service and harmonious consumption.
According to the file requirements of the Ministry of Information [ ] No. 574 "Notice on regulating the tariffs and charging behaviors of mobile information services", our company earnestly implements the subscription of monthly subscriptions, subscriptions, and free experience using mobile information services in business development. Sending the request confirmation information, only the business specifications customized for the customer after re-confirmation by the customer; opening a variety of Monternet information retreat methods such as the store, website, newsletter, voice, etc.; providing a short message reminder service for the monthly usage fee of the mobile information service; From the date of the month, the customer will promptly display the fee information after logging on to the business through the website or mobile phone. From the day of the month, when the customer visits the website through the mobile phone, the customer will be provided with a free charging reminder page; the mobile phone newsletter and the website provide services and telephone bill information. Inquiries such as points, respect the customer's independent choice, right to know and fair trading rights, to ensure that customers clearly understand consumption.
Seriously carry out special inspection activities for tariff package cleaning, simplify the package structure, sort out various marketing fees, standardize the propaganda behavior of tariffs, publish the tariff standards on the wall in each store, and announce the tariff package for customers to choose; modify the billing format. To ensure that the bill list and bill are clear and easy to understand, and objectively reflect the billing principle, billing method, tariff standard and other explanatory information of the bill.
Strictly implement the terminal approval system for mobile public telephones and ip supermarket telephones, and verify the installation sites on-site, and conduct follow-up visits, strengthen the management of cooperation channels, and strictly implement the three-level approval process of vpmn virtual network. Upgrade the boss function, respect the customer's own choice, open the entire network customer to select all the brand business of the mobile phone local network without changing the number. Proactively communicate with other operators to regulate the telecom operation market and not conduct telephone callback services in any form.
Through self-examination and self-checking activities, the workflow has been further improved, and the loopholes in the work have been made up, so that the work style, professional attitude and window service of all employees of the company have been significantly improved, and the service quality has been comprehensively improved. Degree and online loyalty have been greatly improved.
Third, open commitment, accept supervision, and fully implement the "eight commitments"
During the period of 3.15, we launched the “Eight Commitments” for mobile services to the society, and launched a series of activities with the theme of “Consumer Harmony” in all counties and cities across the city, launching interactive news evaluations, customer service ideas, and garbage collected by customers. The newsletter reported “three activities”; during the period of 5.17, the “Green Box Environmental Protection Plan” for recycling used batteries was launched, and a large-scale customer experience event with the theme of “Into China Mobile” was launched, which comprehensively inspected customer complaints and actively coordinated with customers. Communicate and solve historical problems, and actively invite customer representatives to guide our store services, 10086 customer complaint handling, and network maintenance room work; General Manager Fan Bing also publicly made service commitments on TV on behalf of the branch, accepting customers Ask questions and answer customer questions. We regard customer participation and social supervision as the driving force for us to standardize operations, improve service quality, accelerate the development of mobile communication services, and make overall arrangements to promote the smooth and complete completion of all tasks this year.
Seriously study the "Telecom Service Specification", in accordance with the requirements of "China Mobile Customer Service Standard Version 2.0", conscientiously fulfill the service agreement, standardize the marketing service behavior, strengthen the information content and the management and supervision of the partner. First, the city has carried out the “satisfaction of 100 stores” compliance activities, strictly implemented the “Telecom Service Standards” and “Specialized Service Specifications”, focusing on “three more services” with more questions, more investigations and more laughs; From the date of the year, the new version of the network access agreement will be fully activated, clearly defining the types of services, service items, the validity period of the agreement and the service relationship after the expiration date. The two parties have equal rights and fairness, and cancel the non-reciprocal clauses. Third, they have their own channels and Cooperate channels to conduct inventory, determine unified service standards, implement “free-filling” and “one-one clear” services in the store, carry out “three minutes of business handling challenges” labor competition among salespersons, reduce customer waiting time; add new business demonstration machine Self-service equipment such as self-service payment machines, self-service inquiry machines, self-service printers, etc., to facilitate self-service for customers; fourthly, carefully implement monthly subscription and subscription-type mobile information services, and freely experience the promise of “secondary confirmation” of customers using business types. And provide a variety of information, such as the store, website, newsletter, voice, and the withdrawal of the tariff according to the promised time. Wake up function; Fifth, strictly regulate the process of self-owned channel newsletter group, strengthen the approval system and access system of “enterprise letter” and voice station business, strengthen information management, and open 10086 and 10086999 bad information voice and newsletter report hotline, mobilize Social forces jointly regulate illegal information such as pornography and gambling to ensure legal operation and civilized operation.
Through the inspection and expansion of the switch and base station equipment, the upgrade of the boss system ensures network quality and billing accuracy, improves the function of the service platform, standardizes billing management, and reduces billing caused by the billing system. error. From the beginning of the month, the company will fully implement the “charge error, double return”; to improve the electronic self-service facilities, customers can check the phone bill list inquiry service for the last 6 months through the website and the self-service terminal; for “first use, post payment” The customer who pays the fee will take the initiative to remind the customer before the stoppage, and the customer who pays the “first deposit fee, then use” payment method will remind the balance before the stop.
Upgrade the complaint handling system, streamline the complaint support process and complaint handling process, establish a user consultation and complaint mechanism, improve the handling skills of service personnel, comprehensively monitor the quality of service; strictly implement the “first question responsibility system”, 100% reply to customer complaints within 48 hours; unblock the general manager service hotline, increase the 10086 connection rate; launch the “welcome xx big, everyone is the network supervisor” activity, open the network supervision hotline; hired a third-party business Investigate the company and service quality social supervisors, improve the service quality supervision, inspection and assessment methods, improve the service quality responsibility assessment system, effectively control the escalation complaints, and avoid group complaints.
Fourth, strengthen communication, clarify measures, ensure the normalization of activities, open the door, hotline, newsletter, website and other customer opinions and suggestions platform, continue to carry out "customer reception day", "golden ideas" and other interactive activities, improve rules and regulations, improve the supervision system Ensure that the service standards meet the requirements of the Telecommunications Service Specification.
Conduct process traversal activities and execution improvement activities in branch offices, establish clear and specific customer service processes and back-office support guarantee systems, improve the supervision and execution of service processes, service standards, and service commitments, and the responsible persons of various departments in the service process. The time limit and working standards are clear and clear, and closed-loop management is formed to achieve effective monitoring.
To fulfill the various service commitments of the branch, supplement and improve the user agreement, based on relevant business rules, unify the caliber of the service interface, consolidate the results of the preliminary work, and actively explore the long-term mechanism of integrity management and quality service.
Accelerate the construction of network engineering, actively coordinate the operators to carry out relay expansion, improve the dual-route backup of interconnection and interconnection circuits, strengthen the interconnection and intercommunication service test, and regularly contact the operators to deal with the technical problems existing in interconnection and ensure the network. The operation is safe and reliable.
Continue to publicize the service culture and implement the Golden Idea Project, conduct service culture discussions, and tour outstanding service cases, and carry out in-depth "Top Ten Service Golden Ideas", "Satisfaction 100" Service Stars, "Satisfaction 100" Service Star Teams and " The selection of the top ten young job experts will create a cultural atmosphere that standardizes management and quality service.
Under the correct leadership of the Provincial Communications Administration, all the employees work together to develop their talents and work hard to standardize operations, improve services, strengthen management, and create a harmonious consumption environment. "Reliable consumption" acts as a carrier, consciously regulates business practices, advocates honest service, and builds a harmonious consumption environment. At present, all service commitments have been fulfilled.
I. Carefully organize, unify thoughts, and carefully formulate activities. The implementation of the project branch established the "Integrity Service Satisfaction 100" activity leader with the general manager as the team leader, the deputy general manager as the deputy leader, the directors of each department, and the county and city company managers. The team is fully responsible for the organization and promotion of the activities, and supervises and inspects the work at all stages. In the branch service department, an activity office was set up, which was responsible for the overall coordination and organization of the activities, and decomposed the work of each stage into various departments, so that the responsibility of each department was clear and the tasks were implemented.
The branch held the "Integrity Service Satisfaction 100" mobilization meeting and issued the "Notice on Deeply Carrying out the "Integrity Service Satisfaction 100" Activity", and studied the "Telecom Service Specification" and "On Strengthening Operation Management and Conscious Inspection to Correct Violation of Business Operations." The Notice of Conduct and the “Notice on the Temporarily Not Allowed to Call Forwarding at the Present Stage” forwarded by the Provincial Communications Administration, etc. In combination with the status quo of the operation and service of the branch, we will organize and strengthen the implementation, and require all employees to understand the importance of the activity in the strategic development of the company. The whole activity is in accordance with the four stages of preparation, comprehensive start, in-depth development and summary evaluation. The order is expanded.
Second, earnestly self-examination, implementation of rectification, consciously regulate business operations, branch office, correspondence department letter [ ] 408, letter department letter [ ] 86, letter department clear [ ] 630, letter department Qing [ ] 574 and The requirements of the letter of the Ministry of Information [ ], through the external call back visit, mysterious customer unannounced visits, service quality social supervisor feedback, customer advice and suggestions, internal process field inspection and other methods have carefully carried out self-examination and self-examination, self-examination Problems, formulate specific rectification plans, conscientiously implement rectification, and strive to create a business environment of honest service and harmonious consumption.
According to the file requirements of the Ministry of Information [ ] No. 574 "Notice on regulating the tariffs and charging behaviors of mobile information services", our company earnestly implements the subscription of monthly subscriptions, subscriptions, and free experience using mobile information services in business development. Sending the request confirmation information, only the business specifications customized for the customer after re-confirmation by the customer; opening a variety of Monternet information retreat methods such as the store, website, newsletter, voice, etc.; providing a short message reminder service for the monthly usage fee of the mobile information service; From the date of the month, the customer will promptly display the fee information after logging on to the business through the website or mobile phone. From the day of the month, when the customer visits the website through the mobile phone, the customer will be provided with a free charging reminder page; the mobile phone newsletter and the website provide services and telephone bill information. Inquiries such as points, respect the customer's independent choice, right to know and fair trading rights, to ensure that customers clearly understand consumption.
Seriously carry out special inspection activities for tariff package cleaning, simplify the package structure, sort out various marketing fees, standardize the propaganda behavior of tariffs, publish the tariff standards on the wall in each store, and announce the tariff package for customers to choose; modify the billing format. To ensure that the bill list and bill are clear and easy to understand, and objectively reflect the billing principle, billing method, tariff standard and other explanatory information of the bill.
Strictly implement the terminal approval system for mobile public telephones and ip supermarket telephones, and verify the installation sites on-site, and conduct follow-up visits, strengthen the management of cooperation channels, and strictly implement the three-level approval process of vpmn virtual network. Upgrade the boss function, respect the customer's own choice, open the entire network customer to select all the brand business of the mobile phone local network without changing the number. Proactively communicate with other operators to regulate the telecom operation market and not conduct telephone callback services in any form.
Through self-examination and self-checking activities, the workflow has been further improved, and the loopholes in the work have been made up, so that the work style, professional attitude and window service of all employees of the company have been significantly improved, and the service quality has been comprehensively improved. Degree and online loyalty have been greatly improved.
Third, open commitment, accept supervision, and fully implement the "eight commitments"
During the period of 3.15, we launched the “Eight Commitments” for mobile services to the society, and launched a series of activities with the theme of “Consumer Harmony” in all counties and cities across the city, launching interactive news evaluations, customer service ideas, and garbage collected by customers. The newsletter reported “three activities”; during the period of 5.17, the “Green Box Environmental Protection Plan” for recycling used batteries was launched, and a large-scale customer experience event with the theme of “Into China Mobile” was launched, which comprehensively inspected customer complaints and actively coordinated with customers. Communicate and solve historical problems, and actively invite customer representatives to guide our store services, 10086 customer complaint handling, and network maintenance room work; General Manager Fan Bing also publicly made service commitments on TV on behalf of the branch, accepting customers Ask questions and answer customer questions. We regard customer participation and social supervision as the driving force for us to standardize operations, improve service quality, accelerate the development of mobile communication services, and make overall arrangements to promote the smooth and complete completion of all tasks this year.
Seriously study the "Telecom Service Specification", in accordance with the requirements of "China Mobile Customer Service Standard Version 2.0", conscientiously fulfill the service agreement, standardize the marketing service behavior, strengthen the information content and the management and supervision of the partner. First, the city has carried out the “satisfaction of 100 stores” compliance activities, strictly implemented the “Telecom Service Standards” and “Specialized Service Specifications”, focusing on “three more services” with more questions, more investigations and more laughs; From the date of the year, the new version of the network access agreement will be fully activated, clearly defining the types of services, service items, the validity period of the agreement and the service relationship after the expiration date. The two parties have equal rights and fairness, and cancel the non-reciprocal clauses. Third, they have their own channels and Cooperate channels to conduct inventory, determine unified service standards, implement “free-filling” and “one-one clear” services in the store, carry out “three minutes of business handling challenges” labor competition among salespersons, reduce customer waiting time; add new business demonstration machine Self-service equipment such as self-service payment machines, self-service inquiry machines, self-service printers, etc., to facilitate self-service for customers; fourthly, carefully implement monthly subscription and subscription-type mobile information services, and freely experience the promise of “secondary confirmation” of customers using business types. And provide a variety of information, such as the store, website, newsletter, voice, and the withdrawal of the tariff according to the promised time. Wake up function; Fifth, strictly regulate the process of self-owned channel newsletter group, strengthen the approval system and access system of “enterprise letter” and voice station business, strengthen information management, and open 10086 and 10086999 bad information voice and newsletter report hotline, mobilize Social forces jointly regulate illegal information such as pornography and gambling to ensure legal operation and civilized operation.
Through the inspection and expansion of the switch and base station equipment, the upgrade of the boss system ensures network quality and billing accuracy, improves the function of the service platform, standardizes billing management, and reduces billing caused by the billing system. error. From the beginning of the month, the company will fully implement the “charge error, double return”; to improve the electronic self-service facilities, customers can check the phone bill list inquiry service for the last 6 months through the website and the self-service terminal; for “first use, post payment” The customer who pays the fee will take the initiative to remind the customer before the stoppage, and the customer who pays the “first deposit fee, then use” payment method will remind the balance before the stop.
Upgrade the complaint handling system, streamline the complaint support process and complaint handling process, establish a user consultation and complaint mechanism, improve the handling skills of service personnel, comprehensively monitor the quality of service; strictly implement the “first question responsibility system”, 100% reply to customer complaints within 48 hours; unblock the general manager service hotline, increase the 10086 connection rate; launch the “welcome xx big, everyone is the network supervisor” activity, open the network supervision hotline; hired a third-party business Investigate the company and service quality social supervisors, improve the service quality supervision, inspection and assessment methods, improve the service quality responsibility assessment system, effectively control the escalation complaints, and avoid group complaints.
Fourth, strengthen communication, clarify measures, ensure the normalization of activities, open the door, hotline, newsletter, website and other customer opinions and suggestions platform, continue to carry out "customer reception day", "golden ideas" and other interactive activities, improve rules and regulations, improve the supervision system Ensure that the service standards meet the requirements of the Telecommunications Service Specification.
Conduct process traversal activities and execution improvement activities in branch offices, establish clear and specific customer service processes and back-office support guarantee systems, improve the supervision and execution of service processes, service standards, and service commitments, and the responsible persons of various departments in the service process. The time limit and working standards are clear and clear, and closed-loop management is formed to achieve effective monitoring.
To fulfill the various service commitments of the branch, supplement and improve the user agreement, based on relevant business rules, unify the caliber of the service interface, consolidate the results of the preliminary work, and actively explore the long-term mechanism of integrity management and quality service.
Accelerate the construction of network engineering, actively coordinate the operators to carry out relay expansion, improve the dual-route backup of interconnection and interconnection circuits, strengthen the interconnection and intercommunication service test, and regularly contact the operators to deal with the technical problems existing in interconnection and ensure the network. The operation is safe and reliable.
Continue to publicize the service culture and implement the Golden Idea Project, conduct service culture discussions, and tour outstanding service cases, and carry out in-depth "Top Ten Service Golden Ideas", "Satisfaction 100" Service Stars, "Satisfaction 100" Service Star Teams and " The selection of the top ten young job experts will create a cultural atmosphere that standardizes management and quality service.
Under the correct leadership of the Provincial Communications Administration, all the employees work together to develop their talents and work hard to standardize operations, improve services, strengthen management, and create a harmonious consumption environment. "Reliable consumption" acts as a carrier, consciously regulates business practices, advocates honest service, and builds a harmonious consumption environment. At present, all service commitments have been fulfilled.
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