One bit of work and one harvest (Telecommunications Director)

One bit of work

------XXXXXXXXX Branch Branch XXXXX

My name is XXXXX, from the cradle of the Red Army and the hometown of the general XXXXXXXXX. I am the son of Dashan, who grew up in this red land. It is 20 years in the remote mountainous mountainous mountain communication branch. In 20 years, in the long river of history, it was just a wave of play. For me, it was the golden stage of my life. I was gradually matured from a youthful young man, and grew up from a common flight crew to a grassroots communication. The person in charge of the branch office. In the past 10 years since I was engaged in the management of the branch office, I led all the staff of the Dangshanhe branch office, took root in the old district, insisted that the green hills would not relax, and sprinkled sweat on this fertile land. The business of our branch office has always been at the forefront of the county township branch. Reward with youth and blood to raise our red hot soil.

Located between the Jinshan Mountain and the Jinlan Mountain, it is surrounded by mountains and covers an area of ​​a square. The mountains are sparsely populated and the township administrative villages are currently populated. The total number of households is household. As of the end of the month, the total number of fixed telephones of our branch offices has reached the total number of households, including public telephones and fixed telephone households, with a telephone access rate of %; the caller ID indicates the arrival rate, the opening rate is %; the information monthly arrival number, the opening rate is %; 1-11 The monthly accumulated income is 10,000 yuan, and the arrears rate is %. Since 2000, there has not been a case in which customers have reason to complain for five consecutive years. In 2003, the first batch of companies were rated as “standards and sub-bureaus”, and I have been counted by the county branch several times. Ranked as an advanced producer and an excellent member of the Communist Party.

For more than ten years, I have accepted a rich life experience and I feel very deep. I dare not call it "experience" in front of many peers, but for some simple experiences, I would like to share with you. If you are not correct, please ask the leaders and colleagues to criticize me!

The work of the branch office seems to be simple, but it is not as expected. As the saying goes, "The sparrow is small and complete," it can be said that it is nothing to do, no matter which aspect should be done as much as possible, otherwise it will affect the overall interests of the company or the development of individual business. In the past ten years, I have gradually explored a set of management methods for the branch office. The current business development of the Doush River Branch has entered a virtuous cycle, the business income has increased steadily, and the user arrears rate has gradually decreased. The customer has reason to complain that the record has been maintained for five years. The specific approach is:

First, to build a first-class workforce is a prerequisite for doing a good job in the branch office

As a grassroots management staff, bringing out a high-quality workforce is the basis for doing a good job in the branch office. To this end, in the daily management work, I pay special attention to the training of staff quality, first of all business skills, use all opportunities to carry out skills training for business personnel and flight line members, and pass on their experience to them without reservation. By the words and deeds, every time the company's technical personnel come to install and repair equipment, they are allowed to follow the learning, prompting to master the maintenance essentials as soon as possible, and constantly improve the maintenance ability; second, ideological quality, conscientiously organize and study related corporate philosophy, management, and service. Articles and examples, establishing service awareness, competition awareness and overall situation awareness, through vivid and vivid examples, make them realize the cruelty of market competition, users are our parents, only firmly establish "I rely on enterprises to survive In order to have a broader living space, the concept of "I rely on me to develop", "I don't work hard today, and work hard to find a job tomorrow" can have a broader living space. Through unremitting efforts, the quality of all the employees of our branch has been generally improved. They are full of energy, full of energy, active and enthusiastic, full of vigor and vitality, lively and rushing, never parting. With all my heart and soul in the work, the work of the branch office is progressing in an orderly manner.

Second, expanding the business development space is the basis for doing a good job in the branch office

"Development is the last word." The pace of moving forward to the development of our enterprise will slow down. Doushanhe Township is located in the deep mountainous areas. The mountains are high, the forests are dense, the roads are dangerous, the people are scattered, and the development of the previous two years is only the remote sporadic users. The backbone cables cannot be extended and the line resources are extremely tight. The number of households to be installed is very small and scattered, which makes investment and income not directly proportional. It is extremely difficult to develop fixed telephones. To this end, I took the lineman over the mountains and over the mountains and villages, went to the villages in the mountains, went deep into the farmer's home, and treated the occupants in detail according to the ability to communicate or classify them. market. According to the research data obtained, the research potential resource tapping plan, once the ability is formed, can immediately come to the door service, strive for early development, see the benefits early. There are two administrative villages in Liuwan and Baimashan in the southwest of my hometown. There are about households and existing telephone users. According to the market demand, there are urgent needs to install telephones, and our trunk cable is only correct. The cable was hit by the extraordinary floods of the previous year, some cables were severely strained, and there were many bad lines, which could not meet the farmers’ desire to install telephones. To this end, in August this year, I brought two linemen braving high temperature and heat to follow the cable line one by one. I finally found that there were many cracks in the cable of the back mountain of Baimashan Village. The analysis may be a problem here. . Due to the shortage of construction funds this year, it is unrealistic to replace the cable, so I boldly decided to open the cable from the crack and use the cold shrink tube technology to reconnect. The plan came up with such a problem. When so many users worked, it became a problem. After repeated consideration, it was decided to go between 12 noon and 14 noon. The traffic volume during this period was small, and most users were resting. In this way, the two young men and I fought for three consecutive days, re-connected the cable three, the bad line repair rate reached 98%, the newly installed users, basically meet the needs of the two villages to install users. For those places that have not yet formed capacity, I often visit to publicize the benefits of fixed telephones, maximize the stability of customers, and do a good job in market reserves.

In value-added services, due to the two business investigations this year, a large number of users need to go back to the agreement, the workload and difficulty are self-evident. How to do a good return, and keep these users long-term use of these two businesses after the return? After careful consideration, I decided to adopt a three-pronged strategy: First, start with propaganda, use the cable TV station of the township government, and carry out long-term, high-frequency rolling publicity through mobile subtitles to explain the role and preferential policies of the two businesses. The second is to find the secretary, the township special report two business, and on the spot to give information about the local products to them, so that they feel the practicality of 168 information in the countryside, and the price is cheap after the month. They are requested to give guidance to the township and village cadres at the two sessions. The secretary stressed that each village cadre must have a caller ID and information monthly service on the family phone. This is the leader of information wealth. The third is to teach the station. Propaganda 168 information on the student's learning information in the month of the month. After obtaining their understanding and support, they asked them to go to various schools for publicity and achieved very good results. Later, after listening to many users, their children taught them. It is economical and practical to call the information.

In the process of signing back, I met a user who called, and strongly expressed that I was unwilling to use the monthly information service. I thought it was useless at all, and I was very emotional. I didn't give up, I changed a topic and pulled up my home. During the chat, I found out that she was not a local accent. After asking about her knowledge, she was a native of Hunan. She was introduced to this place. I took the opportunity to pick up the phone and dialed a Hunan folk song to listen to her. It may be that the long-lost local accent touched her. Her face gradually showed a smile: "I didn't expect your information to have such a Content, why not say it earlier?" I signed a monthly agreement with me immediately. Under her leadership, several relatives and neighbors also successfully signed the agreement. On the way home, I hummed a little song, and there was some emotion: the service really needs to vary from person to person. Shen’s “details determine success or failure” is probably the meaning!

In terms of caller ID return, some users who are using caller ID also strongly request to cancel the service, which brings great difficulty to the returning work. I have encountered such a thing: Liu Chengwang, a farmer in Zhangwan Village, lost a farmer's cattle. He has not found it for several days. Seeing that the busy season is coming, the family is very anxious. At the time of helplessness, Liu Chengwang inadvertently looked at the caller ID of the phone and found that there was a missed call from a relative of Tanshugang in Hubei Province. He picked up the phone and went back to ask what was going on, relatives said Two days ago, I found a neighbor with a cow. I was a bit like a family. I just called and asked casually, but no one answered. I didn’t ask if I thought about it. After listening to Liu Chengwang, he was very excited. He immediately rushed to the relatives' home and looked at it in secret. It was really a cow of his own family. Later, with the help of the local police station, I finally found the lost cow. After Liu Chengwang arrived home, everyone said that the caller ID was really useful. Not only did he sign the agreement, but he also persuaded other farmers in the village to sign the agreement. I firmly grasped this case and widely publicized it and received good results. Some farmers’ batteries were out of power. We used the battery that we carried with them for free. I used the heart to impress the user and let him continue to use it. Our business. At present, our branch office has a clear opening rate of 100%, ranking first in the county.

Regarding the problem of arrears, I dealt with this problem: strengthen customer file management, strictly abide by the business acceptance process when accepting business at the front desk, carefully check the customer's valid documents, block the arrears loopholes from the source, and prevent malicious evasion. Establish a user reputation file, screen and register users who have low credibility or have practical difficulties in the family, implement package and account management, and implement responsibility to the person. In addition to the normal call, if necessary, the packager will come to the door. Calls; establish a clearing information network, and gradually establish a good emotional bond with those who have high credibility or influence, from which they can obtain the basic situation or source of income of those users who have bad users or have practical difficulties. Information is especially beneficial for recovering arrears. After the joint efforts of the staff of the whole branch office, the cumulative arrears from January to November, total, the arrears rate of %, basically achieved the return of the grain.

Third, to strengthen the awareness of active service is to support the work of the branch office

Service is the eternal theme of business development. Customer satisfaction is the most basic requirement for communication service work, and it is also an effective means for enterprises to win initiative in fierce market competition. As a service work of the communication branch of the grassroots level, I feel that it is to let customers enjoy the "zero distance" service. To this end, I require the sales staff to be patient, enthusiastic, and thoughtful when accepting business. There is no small matter in service work, so be careful and observe with your heart. They are all folks in the township. They can't have the "big boss" thinking and the "official business" style. After finishing the business, they can chat, send a cup of tea, pull the family, and further shorten the distance with the user; ask the lineman to install, In the process of moving and repairing, we strictly demand ourselves in the spirit of "Haier". Self-pressurization, proactively shortening the service time limit, and publicly promised on the township cable TV: 24 hours of repair of common obstacles, 48 ​​hours of cable barrier repair, and immediate repair of large customers and dedicated lines. Strengthen the maintenance of equipment and lines, implement package management, transfer boxes and cables to people, reduce the number of obstacles, and provide users with reliable communication services. In addition, they provide on-site services to remote areas and some elderly people with limited mobility. When the lineman goes out to maintain, he must bring a bill, a work order, etc., to pay for the door or to handle the business on-site, so that the user can feel the convenience and speed of the communication service without leaving the house, and feel the "God". In the evening, I went back to the loading, moving, and repairing work orders, and personally conducted telephone user visits one by one, and accurately grasped the service status of the line members at any time, and made detailed records in order to find us in the service work. The weak link promotes the continuous improvement of service levels. It is precisely because we adhere to the principle of "intention, use the brain, use the feelings" to serve customers, and have been recognized and recognized by the majority of users. If there is pay, there will be a return. The arrears have been kept at a low level. For five consecutive years, no customer has reason to complain, and a good corporate image has been established, which effectively supports the development of the branches.

Fourth, do a good job in local public relations, is to rely on the work of the branch office

The development of our communication enterprises is inseparable from the soil that nourishes them. Good social relations contribute to the healthy development of enterprises. I know the importance of this in the management of the branch office, so I pay special attention to maintaining the relationship with the township government, the township units, and the administrative village. In addition to frequent visits, it also actively cooperates with the work carried out by the township government. For example, party affairs work, I am currently the branch secretary of the joint branch of communication, postal, industrial and commercial, national tax, local tax, food six units. Through the development of some party life, the relationship with local governments and various units has been strengthened, the image of the company has been established, and its prestige has been enhanced. The development of the business has been understood and supported by them. In February of this year, an operator's wireless business phone quietly entered the township government and individual units. After I got the information, I immediately found the main leaders in the township. I first criticized myself. Isn’t our job not done, is there any gap in our service? As a communication company that has served the land for nearly 50 years, After all, it has made tremendous contributions and sacrifices for the informatization construction of our hometown. After all, we are the main operators in the region, and we are obliged to continue to use our business. After some research and the previous friendly relationship, the township leader finally promised to withdraw the business phone of an operator and use our business wholeheartedly. In the first battle, I was more confident. I pulled out several business phones in just a few days, inhibiting the development of other operators to varying degrees, and maintaining a pure land. In addition, actively cooperate with the village to carry out the activities in the village, through the implementation of 1+1 help, go to the village to cross the family, ask the cold and warm, and spread love to the vulnerable groups in the mountains. This will closely follow the relationship with the people who have helped the village, and they will have the opportunity to publicize and develop our business. The villages stationed by our branch office now have a telephone-to-home rate of %, which has reached a rate of %, and the monthly rate of information packets has reached %. There has never been a service complaint, and we have become a trusted communicator.

One bit of work, one harvest. In the management of the branch office, although I have made a little achievement, with the restructuring and listing of enterprises, the requirements for grassroots management personnel will become higher and higher, and I feel that the gap is still very large. Only by constantly learning, summarizing and improving can we adapt to the pace of modern enterprise development. I would like to use my life's energy to invest in the development of unlimited enterprises, and contribute all the power to the brilliant future of Netcom.