To achieve the goal, the management should not only have the ability to control the goal, but also have the ability to control the process, that is, the ability to control each employee, the time arrangement of employees, the emotions of employees and their own emotions. Be included

The focus of department control ability is the control of employees (the relationship with employees is collaborative), followed by the control of business (process). The third is the ability of communication and coordination. Because our business is very complicated, a business (

Products are involved in many departments.

Door and team, including marketing, technology, middle management, business support and other teams. Sometimes the above documents, notices, etc. The expression is unclear or even incorrect. At this time, as a manager, it is necessary to play a connecting role.

The correct opinions of the layer should be reflected upwards, and the requirements of the superior should be implemented downwards.

Fourth, handle the "four relations" well and play the role of "four members"

Handle "four relationships" well: first, the relationship with the marketing department, entering the role, putting the position right, reporting major events and taking responsibility for minor events. The second is the relationship with other channels, one by one, leaving no blank, who is in charge, who is responsible, emergency treatment, and ventilation afterwards.

Division of labor and cooperation is not ultra vires. The third is the relationship with subordinates, verbal leadership and external guidance. Fourth, the relationship with the sub-bureau has gradually changed from closed operation and single-handedness to an open, cooperative and win-win model.

To play the role of "four members" well is to continue to be a good manager's waiter, combatant, commander and trainer according to the requirements of the branch leaders.

Five, highlight the "five aspects" work, improve the overall management level of public passenger transport.

The first aspect: innovate the business model and keep the fundamentals of the voice market.

First, accelerate the development of various businesses. Focus on precise management, pay close attention to income and accelerate business development (incremental part). 1, take active marketing as a breakthrough, strengthen the management, guidance and support of branches and teams, and coordinate the relationship between branches and teams.

Improve the overall marketing, sales ability and service level; Effectively strengthen the training and control of employees' marketing bargaining power; 2. Grasp the potential of the fixed-line telephone market, continue to organize and implement the fixed-line telephone number market survey, and grasp the potential market space, which is fruitful.

To carry out targeted marketing activities, we should increase the promotion of "prepaid fixed telephone" in areas where foreign personnel are concentrated, increase the tracking of newly-built factories and shops, try our best to tap the potential of the fixed telephone number distribution market, make persistent efforts and strike while the iron is hot.

On the basis of market potential, we fully realize that Tietong users are our potential users, and make good use of the tariff policy of "strike while the iron is hot" to ask our opponents for user income. 3. Strengthen the analysis and research of broadband market, flexibly use competitive tariffs and pay close attention to bandwidth.

Take the number. It is necessary to increase the penetration rate of broadband services among merchants and customers, intensify the crackdown and counterattack, make full use of the favorable opportunity of information construction, actively communicate with computer stores and agents, and strive to distribute every new computer.

The exhibition has become our users, which has brought about an increase in quantity for enterprises. 4. Take advantage of the opportunity of PHS network optimization to accelerate the development of PHS, especially to sum up the experience of PHS group purchase, find out the situation of units, factories and schools, and use it to manage personnel.

Communication subsidies, do everything possible to do targeted publicity and marketing, and turn its communication fee subsidies into our PHS users. It is necessary to intensify efforts to promote "Tong Ling 200", "prepaid PHS" and campus leasing business. 5. Well done

Standardize the management of public telephone market. First, continue to do a good job in the construction of local direct sales channels for card sales, and actively defend against foreign cards to prevent foreign cards from entering. The second is to gradually establish a price control system in the card market and improve the card business assessment.

System, improve the localization management ability of calling cards. Third, do a good job of customer service and care for "group gathering" customers and pay close attention to their consumption. The fourth is to strengthen the analysis of the telephone charges of public telephone terminals and pay attention to the generation of cards on non-terminals.

High-end users of class call charges. Fifth, strengthen the promotion of "Tong Ling 200" business. The main goal is to tap the consumption potential of numbers and cards for resident troops, construction sites, industrial and mining enterprises and entertainment places in the PHS signal coverage area. Six is

Strengthen the patrol maintenance of public telephone terminals and improve the maintenance management system of public telephone terminals. 6. Increase the development of value-added services, strengthen the removal and retention of calling customers, and focus on targeted marketing for higher-end customers without caller ID;

Make use of the dynamic, fashionable and advertising functions of CRBT, do a good job in promoting CRBT to public customers, make good use of the monthly and annual preferential tariffs for CRBT, and effectively improve the popularity of CRBT among customers. In addition

Make great efforts to do a good job in 1 18968 voice hotline and1212/weather forecast, 1 14 number selection,12/kloc. 7, to carry out project marketing, through participation in customers.

Marketing and public relations work, participate in customer's business introduction, demonstration, publicity, get-together and consultation activities. Actively introduce new business to customers, develop new customers, do a good job in the development of transformation business, and do a good job in grabbing new markets.

Second, pay attention to flow management, highlight the means and methods of stock maintenance and deal with market competition (stock part). Serious stock loss and insufficient increment are still the main problems faced by mass customers. The public client room will be more urgent.

Sense of responsibility, closely around the deployment of the county branch on defense and precise management, grasp the reality of the local market, and quickly carry out preservation work. Pay attention to customer maintenance and increase the stock (signing). 1, business income increased positively year-on-year as follows

Goals, enhance confidence, formulate detailed work plans, and implement training and learning; 2. Do a good job of signing the package you want, as a powerful weapon to save money, implement a three-level demolition procedure, expand the private network market, and implement business filling; 3. Print on a fixed line.

Such as price promotion, long-distance monthly promotion, new broadband node promotion, etc. to improve user perception; 4. Enhance channel marketing service ability, strengthen customer care, and implement door-to-door marketing and delivery marketing; 5. Accelerate the collection, collation, improvement and progress of customer data.

One-step segmentation of customers; Strengthen the training of front-line account managers, effectively strengthen the bargaining power of employees, and improve their business level, service level and marketing skills; Improve the effectiveness of signing contracts; Focus on the traffic management of shops and factories, and further raise the high price.

The proportion of value customers in the operating income of each branch; 6. Strengthen the awareness and ability of business personnel to actively promote marketing, and require business personnel to implement active marketing and distribute it to every user who comes to handle, consult and pay fees.

Leaflets. 7. Pay special attention to the activation of "0" users, formulate effective marketing policies according to the actual situation of the branch, activate "0" users, and cultivate users' habit of using the telephone.

The second aspect is to improve channel construction, implement classified guidance, improve employees' execution and improve the level of precision marketing.

The purpose of marketing channel construction is to shorten the distance with customers, take good care of all kinds of customers and improve customer response speed. Public rooms are mainly responsible for community, enterprise and social agency channels, and efforts should be made in the following aspects:

First, the community administrator channel should strengthen the maintenance index to reach the standard, improve the service quality, implement the principle of "dividing fields into households, keeping the soil responsible", and strengthen the front-end staff to establish the awareness that maintenance is also management, maintenance and service; Turn operation and maintenance advantages into marketing advantages.

Realize the "trinity" mode of community managers; Master the application of the marketing system of community managers, guide, train and establish the backbone (core) team of community managers, and use the independent working methods and accumulated customer relationships of community managers to maintain.

Opportunity marketing.

Second, the business channel should strengthen the business training and service skills training of sales personnel, improve the "top four" of business personnel (that is, active marketing ability, business acceptance ability, service affinity and on-site management ability), and strengthen the timely storage and circulation of business receipts.

Control and ensure the safety of funds. When the business hall is busy, deploy all available forces (community managers and branch directors) to the business front desk to implement opportunity marketing; Business window is our traditional direct selling channel, which has the unique advantage of directly facing customers.

It is an effective way for them to understand customer information and master the differentiated needs of customers. We should make great efforts to continuously improve the functions, improve the quality of business window personnel and optimize the layout, so as to provide convenient and timely services for customers and let them interact with each other.

The best window; It has become a place for us to publicize brand culture, show brand connotation, improve customer awareness and cultivate customer loyalty.

Third, we should strengthen the development of social agency channels so that talents in society can contribute to our development and income. In the current fierce market operation environment, labor competition and employee channels are effective supplements to operation, and agency channels are prominent.

Tao and the targeted and effective training of "employee channel"

The fourth is to improve execution: the work has been done, but it is not needed. No matter how good the marketing plan is, if it can't be implemented well, it can't achieve the expected effect. To improve the execution of employees, we must first set an example and remain optimistic.

Positive attitude, first subdivide the work assigned by superiors, grasp the key points, plan and step by step, and check everything. In addition, we should fully mobilize the enthusiasm of employees, care for employees, and be a model of close unity and cooperation among employees.

And inspectors, keep abreast of the progress of the work, whether each link is coordinated, sum up the promotion experience in time, and put forward effective improvement measures for those who lag behind in time, with clear rewards and punishments, and fully mobilize the enthusiasm of employees.

The third aspect: strengthen the basic management of sub-branches and improve the level of marketing and service.

Effectively strengthen the basic management of branches and teams and care and service to customers. First, do a good job in collecting and perfecting original materials; Keep records carefully, especially in marketing. The second is to speed up the collection, collation and improvement of customer information.

Further carry out multi-latitude customer segmentation; Strengthen the training of front-line account managers, effectively strengthen the bargaining power of employees, improve their business level, service level and marketing skills, and improve the effectiveness of signing contracts; The third is to standardize and implement the new development of customers.

And visit old customers regularly to improve users' perception and loyalty. The fourth is to strengthen the analysis of the potential, goals, consumption habits, psychology and customers of contracted customers, and provide correct guidance for marketing and production. The fifth is to establish an early warning of traffic anomalies.

Mechanism (i.e., loss warning), which takes customers' consumption habits in a certain period of time as a safe value, will give an alarm to abnormal situations, and there will be special personnel to monitor and pay a return visit to understand the situation, and take targeted solutions to those who continue to deteriorate. The sixth is to regulate the public.

Customer form management: analyze and deal with customer churn, zero times, arrears, table disassembly changes, etc., analyze the reasons of each situation, formulate the most effective methods according to the reasons, and directly implement targeted methods to the marketing front line for guidance.

Front-line personnel work correctly and form a closed-loop management process of continuous improvement.

The fourth aspect: strengthen the training at three levels, emphasize assistance, supervision, patience and being in place, improve the quality of employees and build a first-class bus passenger team.

Do a good job in three levels of training: public room "management team" training, grass-roots management personnel (branch director, team leader) training, employee training. The training work focuses on the training of members of the public guest room, the training of grass-roots managers as the main line, and the training of front-line employees and post employees as the focus.

With the three-level training of Taiwan Province support staff, all employees have mastered the skills and methods of finding "customers", thus solving the survival problem of employees. First, the training form has changed from centralized and closed training to going out and on-site service training.

; Second, the training content is transformed from what the teacher says, what the students listen to and what the students want to listen to. The standard is to say clearly, understand and do it.

Training form: The "management team" of the public room insists on the role of "four members" as trainer, combatant, commander and waiter proposed by the leaders of the county branch, and regards training as the foundation of bringing a good team. One is to organize marketing backbone * * * learning,

Let them participate in the task completion plan; The second is to stop "grass-roots managers" and encourage them to learn by themselves and deepen their understanding; Third, be patient and encourage and train employees who are temporarily behind; The fourth is to seize the opportunity to cultivate and use grassroots inspection.

Correcting marketing methods and skills for salespeople and community managers in promoting business (products) in time when investigating and helping to promote; Fifth, catch advanced employees and train backward employees; Sixth, there are good audiences at various meetings (branch meetings, group meetings, symposiums, morning meetings, etc.). )

Staff's voice, multi-level communication, pay attention to the organic combination of training content and form, and improve the training effect. Adhere to the regular meeting of the corporate client room every Monday night, and convey the training form, marketing policy and marketing skills to the "team members" in detail. Keep thinking

Want to practice first. Believe in the training ability of the team, and let the employees' thoughts and the guiding ideology of the team adopt interactive training; The seventh is to create a team atmosphere of "comparing, learning, helping, catching up and surpassing". Supervise and urge backward employees to catch up and implement one post and two responsibilities,

Gather strength and join the work.

Fifth, strengthen market research and provide data basis for leadership decision-making.

In order to formulate marketing plans and policies in line with local conditions, public rooms should strengthen market research, often go deep into first-line branches to understand customers, conduct market research and classification, and understand competitors.

Policy Collecting market information, only after investigation and understanding can we formulate feasible marketing plans and policies. At present, our business model has changed from product-centric to customer-centric, and our business model has also changed from providing a single product to customer-centric.

Or combine single drum with single drum to provide information services integrating voice, broadband, video and high added value, and realize the transformation from closed operation to open, cooperative and win-win mode. To achieve the above transformation, I personally think.

Only through market research, learn market research, go out, get customers and provide decision-making data for leaders.