In June, 2004, I was transferred to 10000 due to work needs, and became a member of this big family from a mechanic to an operator. As a newcomer, everything here is fresh, bright computer room, warm atmosphere, strange faces and sweet sounds to me. However, after the novelty, more is strict discipline and strict requirements. Because I am used to being sloppy in villages and towns, it is really difficult to change this habit at once. When I first arrived. 10000, I have to learn from the most basic digital search. The difficulty coefficient of this work is relatively low among all the works of NO. 10000, but it is not easy to really master it. Faced with thousands of unit codes, the same unit has many different names. Where are some famous scenic spots, factories and mines, training institutions and training bases, which units they belong to, the capitals of 23 provinces in China, which famous cities and their area codes, etc. It takes me a lot of energy to get familiar with and remember them. General units are coded regularly, but some of them are coded according to people's idioms. There is no skill in these, and I need to memorize them. Due to the shortage of manpower at that time, the director put me on duty for ten days. Behind her full expectations, I feel heavy pressure, but only when there is pressure can I be motivated. In order to live up to everyone's hopes for me, I devoted myself to my study. Every day, I write down the codes except remembering them. When you are tired of reading, knock on the microcomputer and record those special codes separately. In order to remember what I have learned, I have to remember them before going to bed every night. The learning process is very boring. I sit in front of the computer for four or five hours every day. Sometimes my eyes get sore and fuzzy after watching for a long time, so I drop some eye drops and continue reading. Many things happen. In several consecutive exams, I have achieved good results and successfully got on the job.
Because the original 1 14 and 10000 used two different platforms, I seldom had access to the platform of 10000. I know some new business and new consultation on the platform later than others, but this can't be the reason why I refuse to study, so I often take time off to open the page to see what others can see. If in doubt, I took the initiative to consult my colleagues, and through the analysis and statistics of the fixed network obstacle report, I learned about the operation function and processing flow of the 10000 platform. With my serious learning attitude and knowledge accumulation, I finally became the customer service representative of 10000 in March 2005. It is said that experience is wealth. Because I personally participated in many work links of township sub-bureaus, and I directly contacted users and personally installed and maintained broadband for users, these experiences accumulated a lot of experience, which enabled me to quickly judge the crux of the problem when I received a phone call from users or broadband problems, greatly shortening the processing time. Every time I meet a lot of complaining users, under my guidance, I will gradually find and solve the problems, and I will have an inexplicable sense of accomplishment when I hear the sincere thanks from users.
10000, as a service window for telecom enterprises not to meet customers, determines that the use of our pronunciation and intonation will directly affect the communication and expression with customers. To this end, I constantly improve my voice expression and communication skills through online universities and other channels.
And apply them to the service process. Everyone says that the voice of a smile is the sweetest and most infectious. Therefore, in the service work, I strive to do this, so that customers can be considerate, caring and happy in the process of being served by me. At work, I always remember to treat users with kind attitude, kind tone and patient and thoughtful service, always maintain a good attitude and never bring my emotions to work. However, people are emotional. In our daily work, it is inevitable that we will meet some difficult users. Some people even use foul language, and their attitude will bring fluctuations to our mood. Every time I meet such a customer, I will pause for a few minutes and take a few deep breaths. When I see my most beautiful smile in the mirror, my mood will calm down and I will continue to face new customers, and my mood will not be affected by the arrogance of individual users. Through my continuous efforts, I successfully passed the National Putonghua Level 2 Examination and obtained the certificate.
During the handover of the new platform in May, I didn't take a day off for a whole month. Besides going to work every day, I also used my spare time to learn about the progress of the project and how to use the functions of the new platform to ensure that I can provide guidance and help for everyone after the new platform is put into use.
In the reform of 10000 in August, I was elected as an expert. Some people say that youth is a pot of freshly brewed scented tea, with a faint but long fragrance; Some people say that youth is a self-created song, but it is true and natural without melody. Xu Xiaoyang of Yangzhou Telecom Network Monitoring Center said: "Youth is fire. We should fully release its light and heat to illuminate the whole life. "
10000 customer service center is the brand image that China Telecom strives to build in the fierce market competition, and it is an important link to resolve various complex contradictions and continuously improve service quality. On the one hand, it can improve customer satisfaction, enhance customer loyalty and maintain market stock through quality service; On the other hand, it is not only a differentiated service platform, but also a marketing support platform for channel and account managers through good communication with customers, introducing new products and businesses to customers, collecting market demand information and managing customer relationships. Time flies, and it has been more than a year since I came to the customer service center 10000. During this year's tempering, I was delighted to see my quiet changes, and also witnessed the various reform waves experienced by Suizhou Telecom 10000 customer service center in resolutely implementing the service concept of "customer first, service with heart".