Introduction: The customer service of broadband maintenance is not the work of a single back-end technical department, but the joint work of front-end marketing department, service department and back-end technical department. The following is my discussion on customer service in broadband maintenance of communication operators. Welcome to read and learn from!
Broadband service is the core product of communication operators, and maintenance is the first step for users to contact the service. Good customer service plays a very important role in meeting the needs of users, enhancing the image of operators, establishing a good reputation and carrying out follow-up marketing. This paper discusses three factors that affect broadband maintenance service. First, a perfect broadband maintenance service system, including establishing a standardized team, staffing, tool configuration and assessment management according to the number of broadband users; The second is the code of conduct of maintenance personnel, including the agreement before maintenance, the operation flow during maintenance, the dress code during maintenance, the site cleaning after maintenance, the user confirmation after maintenance and the handling principles in case of conflict with users; The third is the post-evaluation mechanism of maintenance service, how to investigate and evaluate the maintenance work by telephone return visit, and at the same time link the daily broadband complaints with the daily assessment of maintenance units to urge maintenance personnel to support market development more efficiently.
Keywords: broadband customer service
In the development of broadband business, doing a good job in broadband maintenance is closely related to customer service, which is of great significance to meet users' needs, enhance brand value and help companies increase their income. There are three main factors that affect customer service in broadband maintenance: work system, personnel behavior norms and post-service evaluation mechanism.
First, establish and improve the broadband maintenance service system.
To do a good job in broadband maintenance service, it is necessary to establish a good system to restrict and standardize [1] and standardize the management of broadband maintenance service.
1, establish a standardization team. According to the service area and the number of broadband users, multiple maintenance units are divided into multiple teams for team management. Before joining the team, the ability of maintenance units should be evaluated, and qualified maintenance units can take up their posts.
3. Tool configuration. Dimension installation unit shall be equipped with at least one FTTH special welder, and one FTTH special welder shall be added for every 5000 broadband users. Maintenance personnel should be equipped with a set of FTTH special tools for maintenance, and tools such as ladders and electric drills should be configured according to the requirements of the maintenance environment. Maintenance units need to be equipped with special vehicles. When the number of broadband users reaches more than 5,000, the maintenance unit must be equipped with a four-wheeled vehicle as a means of transportation to meet the maintenance needs.
4. Evaluation management. The operator conducts a percentage scoring assessment on the maintenance unit every month, including the timely rate of loaders, maintenance quality, customer service, computer room management, etc. If the cumulative score of two monthly assessments within one year is less than 80 points, the maintenance contract shall be terminated and the maintenance unit shall be required to make rectification within a time limit. The operator needs to retrain the maintenance team, and if the training assessment passes, it can continue to serve.
Second, establish a code of conduct for maintenance personnel.
Broadband maintenance personnel should have good service attitude, strong service consciousness and civilized manners to reflect a good corporate image. Maintenance personnel should be enthusiastic. As long as there is a problem with broadband, we must actively communicate with users and solve it unconditionally. Enthusiasm is the premise and attitude is the key [2].
1, broadband maintenance personnel must communicate with users to confirm the service time before on-site service. When communicating, be sincere and concise.
2. Broadband maintenance personnel should wear uniform clothes with the operator's logo, with clean and generous appearance, which will not cause bad visual impression to customers, full of spirit and smiling.
3. When you arrive at the user's home, you should take the initiative to show your work permit and broadband construction order, introduce yourself to the user, and bring your own shoes, dust-proof cloth, convenient bags and other items.
4, when the construction error, easy to conflict with customers [3], should take the initiative to apologize to the user and correct in time. If the user has impolite words and deeds, he shall not argue with the user.
5. During on-site construction, users' opinions should be solicited, and users' favorite locations should be selected for installation. When customers need assistance, they should be consulted.
6. Clean up the site after the service, and demonstrate and explain the business for users. After the customer has no comments on the trial, he should express his gratitude and ask the customer to sign the construction sheet.
Third, establish a post-evaluation mechanism for broadband maintenance services.
In order to improve the service ability and quality of broadband maintenance team, it is necessary to evaluate the construction process of broadband maintenance, establish a closed-loop management process, and strengthen the support of maintenance units for the development of front-end market.
1. The post-installation evaluation of broadband adopts the method of telephone call back, and 100% of users built the day before were called back. The contents of the return visit include: whether the performance is timely, whether the reservation is made, whether the clothes are marked, whether the service is standardized, whether it is tested, whether it is cleaned on site, etc. The results of the return visit will be one of the contents of the assessment of the maintenance unit.
2. Sort out complaints about broadband services every month. If the customer complaints caused by maintenance personnel are verified, the maintenance team will also be punished.
In short, the customer service work of broadband maintenance is no longer the work of a single back-end technical department, but the joint work of front-end market department, service department and back-end technical department. With the continuous upgrading of broadband network and the continuous improvement of customer service demand, the coordination between departments is required to be closer and closer. To do a good job in broadband maintenance service, we must first establish a system to standardize the behavior of maintenance personnel, and at the same time do a good job in post-evaluation. Only when this system operates in an orderly way can we ensure the real landing of broadband maintenance services of communication operators.
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[2] Huang Chuanwu, Yan Lili, Basic Theory of Telecommunication Service Etiquette, Beijing University of Posts and Telecommunications Press, 2004.
[3] Xu Wei, Theory and Practice of Customer Relationship Management, Peking University Publishing House, 20 14.
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