On August 19, a five-member inspection team led by Lai, deputy general manager of the Customer Service Center of Guangzhou Branch, went to Zhaoqing Branch, focusing on the business development of the branch's business hall number portability, business hall services and user personal information security, maintenance services, and 4G to 5G outbound marketing. At the same time, Vice President Lai, accompanied by Manager Liang Qingyao of the Municipal Customer Service Department, personally went to the West Business Service Center of Duanzhou Sub-branch, and had an interview with the small CEO and the maintenance supervisor of the center on front-line service management innovation and service quality supervision and control.
On the afternoon of August 20th, the inspection team held a service inspection summary meeting, and relevant leaders and personnel of customer service department, sales department, marketing department, passenger dispatching center and Duanzhou Branch attended the meeting. At the meeting, Vice President Lai affirmed the branch's various services, including: 1, the "forest protection action" organized by the branch to care for broadband stock users; 2. Guide and train account managers to carry out high-value marketing continuously, so that customers can enjoy the benefits of network upgrade and enhance consumption value. 3. The leaders of the customer service department personally review the dissatisfied work orders, truly listen to the voices of customers, and set up a special accountability team to trace the responsible departments, clarify the problem links, and effectively reduce complaints. 4. The service care of Baylor Business Hall is well done, with good details and good service perception. 5, 5G upgrade outbound marketing scripts can have different entry points for different scenarios, and improve the success rate of outbound marketing. 6. The active service of installation and maintenance is in place, the awareness of sales and maintenance is in place, and the delivery action of installation and maintenance personnel is in place.
At the same time, in view of this service inspection, three rectification suggestions were put forward for the branch: 1, the maintenance work of assembly and sales belt changed from "I want to do" to "I want to do", and the supporting foundation of systems, processes and tools was consolidated to continuously empower front-line maintenance personnel; 2. Don Juan, Jianshe and Baylor business halls have no business leaflets, which need to be fully supplemented; 3.5G upgrade outbound script should include complaint dispatch guidelines, service emergency plan, contact person, outgoing caller's self-reported job number, excessive charges for upgrading 5G traffic and specific unsubscribe methods.
Subsequently, after heated discussions between various departments and the inspection team, General Manager Peng Yuzhong of Customer Service Department spoke on behalf of the branch, saying that the branch attached great importance to service, always adhered to the principle of "service quality, customers have the final say", adhered to the development direction of "promoting marketing through service" and "value management", and at the same time increased support and continued empowerment to help the business development of the enterprise. In addition, in response to the improvement suggestions put forward by the inspection team, the branch will coordinate all relevant departments to implement the rectification work.
Finally, I would like to thank the representatives of Guangzhou, Foshan and Dongguan branches for coming to Zhaoqing for guidance, and look forward to strengthening exchanges and learning with brother branches in the future.