As the deputy general manager of Henan Unicom in charge of network construction, marketing and customer service, Hua Yumin knows that customer satisfaction is the external embodiment of enterprise value. "Water can carry a boat, but it can also overturn it", and the support of customers is the driving force and source for the sustainable development of enterprises. Therefore, in terms of internal management, network construction, market operation and customer service, Deputy General Manager Hua Yumin strictly follows the core value concept of "customer's business is the biggest thing", puts customer's interests first, and regards customer satisfaction as the company's unremitting pursuit.
First, adhere to the good faith management according to law, strictly fulfill legal obligations, and earnestly safeguard the legitimate rights and interests of consumers.
In recent years, Henan Unicom has strictly abided by the relevant national laws and regulations, consciously accepted the leadership and supervision of the provincial communications administration, the provincial information industry department and other government departments, and conscientiously implemented the telecommunications service quality standards promulgated by the Ministry of Information Industry. Especially in the market operation, we insist on reassuring customers and defining consumption. Hua Yumin, deputy general manager, asked all municipal branches to post service conventions in their business halls, introduce ten service promises to the society, and post announcements on tariff standards on bulletin boards in time to accept the supervision of users and the whole society. At the same time, it also attaches great importance to communication with competitors, emphasizes win-win competition, resolutely puts an end to unfair competition, maintains market order, and ensures that consumers' interests are not harmed. Henan Unicom has set up customer service departments at provincial and municipal levels to handle customer complaints, and set up a 24-hour national unified customer service hotline-100 1, requesting to accept all kinds of questions raised by consumers. 100% reply. Henan Unicom also attaches great importance to the important guidance, supervision and promotion of consumer associations at all levels in improving customer service quality. Hua Yumin, deputy general manager, has repeatedly stressed that business departments at all levels must always keep close contact with provincial and municipal consumer associations in their daily work, regularly consult consumers' opinions and suggestions on Unicom's services, and sincerely accept supervision. Henan Unicom actively participated in the annual "3. 15" Consumer Rights Day. Relevant leaders of the company personally led a team to set up a service desk at the event site to provide customers with services such as business consultation, troubleshooting, communication and consumption guidance, which was recognized and recognized by our customers. Henan Unicom and its municipal branches were rated as trustworthy units by local consumers' associations.
Second, vigorously strengthen network construction, continuously improve network coverage, and strive to provide customers with high-quality communication networks.
Hua Yumin, deputy general manager, believes that network quality is also an organic part of the "products" provided by telecom operators, and it is necessary to ensure the continuous improvement of network quality to meet the growing communication needs of customers. To this end, Henan Unicom invested heavily in network construction and maintenance. By the first half of 2004, Henan Unicom had invested nearly 654.38+000 billion yuan to build two digital mobile communication networks, GSM and CDMA, covering all cities in the province. The total wireless capacity of the two networks reached 5 million, and the cumulative number of mobile phone users on the network reached 3 million. At the same time, the province-wide 193 long-distance telephone network, 165 internet, IP telephone network and Unicom paging network have been built, and the optical cable transmission lines running through the province have reached 40,000 kilometers. Especially in the first half of 2004, Henan Unicom set up network optimization centers and network quality optimization teams in provincial and municipal branches to adjust the dynamic quality of GSM and CDMA mobile communication networks. At the same time, the province's network operation quality analysis meeting will be held every month to evaluate and analyze the network quality, deal with problems in time, and ensure to meet the communication needs of the growing customer base. Since its opening, the communication network of Henan Unicom has been running stably, and no major communication failure has occurred. In the network quality inspection and appraisal organized by China Unicom Headquarters, the two mobile networks of Henan Unicom ranked among the best in China with the sixth total score.
Third, constantly improve the service form, innovate the service content, and try our best to provide customers with safe and thoughtful communication services.
"The customer's business is the biggest", which is the core value of Henan Unicom and the guiding ideology of Hua Yumin, deputy general manager. At the beginning of 2004, Henan Unicom launched a series of activities of "Caring for Customers1February", and launched a new service project and new measures every month. Up to now, it has launched three service brands, namely General Manager Service Day, Unicom Support and Unicom Convenience Bank, as well as TSP Business (Integrated Service Solution), CDMA Ace, Get Rich Connect, World Style, Up New Force and other business brands. Once these services were launched, they aroused strong repercussions in the society and were well received by customers of Henan Unicom. Especially for the launch of the "General Manager Service Day", every Tuesday morning, members of the company's leading group will be on duty in the business hall and customer service hotline 100 1 opened by Unicom to receive customers' inquiries or complaints in person, answer and deal with problems on the spot, so that enterprise managers and decision makers can listen to customers' opinions and suggestions face to face and directly grasp the first-hand information of consumers' response to the company's service work, which has played a great role in improving service quality. While emphasizing the front desk work, Henan Unicom also puts the back-office support in an equally important position. At the beginning of 2004, Henan Unicom started two major projects: "Customer Satisfaction Service Project" and "Management Project". This is the most important innovation of Henan Unicom in the field of business and service, which has changed the self-oriented business and service management process that was facilitated by independent management of enterprises in the past into a customer-oriented and market-oriented management process. In February, 2004, under the advocacy and request of Hua Yumin, deputy general manager, Henan Unicom recruited 200 social service quality supervisors for all walks of life in the province. Social supervisors hold the supervision certificate issued by Unicom Company to supervise the network, service, price, integrity and management of Henan Unicom in the whole province, and give timely feedback if they find problems or have opinions and suggestions. Henan Unicom has set up a special problem-solving channel for it to ensure that the problem is properly solved in time. Through a series of practical activities, Henan Unicom has gradually established a new image of a telecom operator with legal operation and honest service in the society.