Summary of Unicom's customer service work —— On February 23rd, 20xx, I joined China Unicom Guangxi Branch from Jialu Human Resources Company as the customer service representative of 100 10 call center. Jialu Human Resources Co., Ltd. is mainly responsible for the recruitment of employees of Unicom Mobile Telecom. Through the interview, I entered Guangxi Branch of China Unicom Co., Ltd. and served as the customer service representative of the call center. Tel: 100 10. My job is to answer questions and handle the business or complaints of Unicom mobile phone users.
Internship purpose:
It is to pave the way for me to adapt to the working environment after graduation, understand the types of talents needed by society, and exercise my adaptability, perseverance, patience, learning ability and communication ability.
Internship content:
The main job of Unicom 100 10 customer service call center is to answer every Unicom user's phone, answer users' questions, help users handle business and solve problems. Accept calls from all Unicom users in Guangxi. No matter what the phone content is, it should be displayed to customers with the best service attitude. Before I officially became a customer service representative to answer the phone, the company arranged for me to conduct business training for half a month. The main content of the training is how to answer the phone call of customer service center 100 10, handle business, answer the questions of Unicom users and handle business. China Unicom has 2g, 3g, broadband, smart and other mobile phone services, and its business scope is relatively wide. The training process is a painful process. It may take half a year to fully absorb and digest the knowledge of the school. I will master it in half a month, and the pressure is beyond my imagination and acceptance. Many colleagues who are also training have left one after another. Persistence is victory!
Half a month is very short. Fortunately, I persisted in the training process. 20xx started answering the phone in June, 65438+ 10 month. My first call was still impressive. O: hello! Internship customer service representative 825 is at your service. what can I do for you? On the other end of the phone: I can't connect to the broadband. What happened? I was in such a hurry that my mind went blank. The master was next to me, and the instructor said, "What do you suggest if I can't connect first?" ? First check whether there is any arrears and ask if there is any attempt to plug in the network cable. This solution can be found in the broadband service fault consultation solution in the system knowledge base. My voice was still shaking when I answered it. After hanging up the phone, my heart was pounding and I couldn't calm down for a long time. It turns out that whether you can do every job well has an unforgettable and arduous process. Unfamiliar business and unskilled system operation make me flustered, like ants on hot bricks. I once again thought of giving up. I am glad that I have persisted to the stage where I can write an internship report and seal it. From 20 calls a day in the previous 8 hours to 100 now, I have calculated that the company requires each full-time employee to make more than 3,000 calls a month, with an average of 20 calls per hour and one call every three minutes. I never thought I could answer so many calls eight hours a day, so I can. I received a complaint call for the first time: Are you in charge of that shop assistant? I said, if you have any comments or requirements, we can feed your records back to the relevant departments for your verification and handling. He said: I went to the business hall to pay the phone bill. When I first entered, the clerk of WeChat official account for 1 12 was chatting. Ignoring me, I smoked two cigarettes at the door and then went back to pay the phone bill. The clerk was still chatting, so I wrote down the number and asked her to help me pay the phone bill. She said: I took the bus for ten minutes and didn't help me pay, so I went back. Bad attitude. I snickered for a long time and recorded my uncle's situation. This is my job. I meet different people, different questions, different things and different voices every day. Although the other party just heard my voice and never met each other, it is incredible to leave a sound impression on the other party. Being able to hear different voices and feel different things and things is like going to different places and seeing many strange things. I feel the same. Of course, there are also a lot of harassing phone calls, and you will also hear a lot of ugly words, such as: Why did my phone bill cost 10 yesterday, and today there is only 5 yuan left? How did you buckle it? In the face of users' queries, I said: The deducted fee is the function fee of caller ID, 5 yuan. If you have any questions, please call 100 10. See you later. Miss, what time do you get off work tonight? I invite you to dinner. Ha ha. . . I really hope that so many people invite me to dinner every day, which can save a lot of food expenses. Faced with such an invitation, I can only say: I'm very sorry, sir. If you don't need any other business consultation, please turn your phone to automatic voice. If you need help, please select manual input again. Thank you for calling. Goodbye!
Internship results:
In March of 20xx, I successfully passed the formal examination of the company and gained solid business knowledge. Many questions can be answered quickly without asking the master himself. Daily telephone calls are more than 100, and the typing speed is greatly improved, with 63 words per minute. The system required by the business can also be skillfully operated quickly, and more importantly, my ability to withstand pressure has been greatly improved, which makes me very complacent. Originally, there were no dumbest people, only the laziest people, and my efforts would always bear fruit.
Practical experience:
In this internship, I learned a lot, learned a lot, and learned a lot. Work is not like school. You can squint when you are sleepy, eat bread secretly when you are hungry, play qq on your mobile phone when you are bored, sleep in for two days a week or go out to play on holidays. You can get up every morning and walk into the classroom. However, although there is only one word difference between going to work and attending classes, the content is quite different. The only thing in common is that we all need to study. Every company will have its own rules and regulations, which you should abide by. You violated the penalty of being fined. This makes me understand that you didn't study hard and didn't go to school.
Study this lesson of life well, and you will learn it in the process of work. Let you never forget it. I learned this lesson. I should be responsible for my work, smile at my colleagues, be open-minded, ask questions if I don't understand, be decisive in the face of problems, be patient in answering users' questions, be skillful in speaking and be serious in my work. Just out of the campus, we still have a lot of immature question marks on our faces, and our minds are still simple and our thoughts are still naive. When looking for an internship unit, we have seen what competition is, what reality is when interviewing, and what society is when working. Everyone will have such a process, from immature innocence to facing reality. We also know the talents that society needs. In order to adapt, we should study. We should keep learning and climbing like snails, get to know ourselves and society at work, and we will graduate soon. Internship is the last class in the university, and the experience we get from it is also very unusual. Keep trying!
Summary of customer service of China Unicom. Continuously improve the Group's customer service system and improve the service quality and level.
Two documents were issued, namely, "Guiding Opinions on Customer Graded Service Specification of xx Unicom Group" and "Administrative Measures for Customer Service Linkage Mechanism of xx Unicom Group", to establish and improve the full-service service system for group customers.
Establish a hierarchical service system for group customers and strengthen service segmentation; Strengthen the group's customer service standards and improve the service level; Establish a service quality monitoring mechanism to promote service improvement; Improve service process and improve service responsiveness.
The second is to deepen the hierarchical management of group customers, promote the characteristic standardized services, realize the development of service belts, and form a virtuous circle of promoting services.
Strengthen the marketing service system of group customer list system, implement the requirements of the Notice on Implementing the Management of Group Key Customer List System, ensure that each group customer has a designated account manager responsible for its marketing and service to 72 provincial group customer units, ensure the service of group key customers, sort out the list of provincial and municipal group key customers, and realize the systematic support of group customer service management.
According to customer category attributes (industry customers or business customers), business attributes (pure mobile business group, pure digital fixed business group, pure industry application group and comprehensive business group) and scale attributes (classified according to group customer income and user volume scale), a multi-dimensional customer hierarchical management system is established.
On this basis, put forward new standardized service requirements for different types of group customers, integrate the service platform and customer service hotline of the group customer club, and strengthen the implementation of the corresponding processes such as the star service standard for club customers, the service standard for account managers and the green channel for customer fault response; It is necessary to further deepen the service depth and breadth of group customers, enhance customer perception, reflect service differentiation, enhance the satisfaction and loyalty of group customers, and finally achieve a win-win situation for group customers and enterprises.
Continue to make good use of the platform of the company's star-rated customer club, strengthen the service publicity for key customers of various groups, especially carry out targeted industry promotion, annual meeting of key customers and other customer care activities to continuously improve the satisfaction of key customers; Broaden the service channels of small and medium-sized enterprises, improve the customer points system of the group, use club resources to support customer business operations, and build a special service for business customers with extended services as the core.
The third is to promote development with service and break through the bottleneck of the development of the industry customer market.
Improve the industry customer service system, strengthen the service standards of account managers, and deal with industry failures.
Implementation of corresponding processes such as green channel; Providing customers with different levels of services in combination with customer needs can deepen the service depth of group customers, reflect the service differentiation of different types of customers, enhance customer perception, enhance the satisfaction and loyalty of group customers, and finally achieve a win-win situation for group customers and enterprises.
On this basis, we will further develop the stock of industry customers and provide customers with a package of solutions through the application of industry solutions to meet the information and communication needs of party, government, military organs, enterprises and institutions.
Fourth, adhere to customer-centeredness, improve the Group's customer service support response system, continuously improve the Group's customer service support capability and level, and strive to enhance customer perception.
1. Promote the construction of the Group's customer service support response system.
According to the requirements of the organizational structure adjustment of provincial branches, this year, city branches have set up group customer response centers, and the responders are configured according to the number of customers they serve, and are responsible for the pre-sale, mid-sale and after-sale response of group customers of city branches. Further improve the Group's customer service support process and system, and revise the pre-sales technical support, business opening and fault handling process. It has successively formulated and issued Detailed Rules for Pre-sale Technical Support for Group Customers of China Unicom xx Branch (Trial), Notice on Handling Scheme of Failure Report for Group Customers, Notice of xx Unicom on Providing Project Delivery Report for Group Customers, Detailed Rules for the Implementation of Provincial Digital and Data Product Level Service (sla) of China Unicom xx Branch, and Notice on Relevant Requirements for Marketing Management of Major Projects and Cross-domain Business of xx Unicom Group Customers. Through the establishment of provincial and municipal customer response system, the Group's customer response work in the province has been well implemented.
2. Organize group customer network inspection.
Organize the inspection of optical cable lines and client access equipment of group customers on a quarterly basis, and * * * complete the inspection of computer rooms of more than 400 customers, including Bank of China, Agricultural Bank, Bank of Communications, Industrial and Commercial Bank of China, China Construction Bank and Sunshine Insurance, which improved customers' satisfaction with xx Unicom service.
3. Do a good job in the communication guarantee of important customers such as party, government, military and finance.
We will continue to do a good job in the service guarantee of important party, government and military financial customers, such as national and provincial e-government networks and four major state-owned banks, refine the key communication guarantee scheme for large customers, decompose and implement the responsible persons layer by layer, and improve the availability of guarantee services. In the whole year, 78 reinsurance demands of key customers such as AQSIQ, Ministry of Land and Resources, Agricultural Bank of China, Suning Appliance and China Construction Bank were completed, with a total reinsurance hours of 365,438+042.
4, the implementation of important customer network service manager system.
The goal of the network service manager system is to give full play to the technical, network and talent advantages of the network operation and maintenance department, improve the support ability and service level of the network operation and maintenance department to the group customers, and improve the customer service satisfaction of the group. According to the needs of the group's customer department, the network service manager was deployed in a targeted manner, which strengthened the communication with customers at the technical level and was recognized by the group customers.