Summary of Customer Service Work of Unicom Company

Model essay on customer service work of China Unicom

Tisch

Time flies. I worked in Unicom for a while in a blink of an eye. Feel a lot and gain a lot. The new environment, new leaders and new posts are a good opportunity for me to develop people and improve my abilities in all aspects. When I first arrived in the business hall, I felt a vibrant, aggressive and enthusiastic working atmosphere, and I felt the enthusiasm, persistence and dedication of my colleagues. I began to seriously study business knowledge and practice service skills. My business is researched bit by bit, my brain is integrated bit by bit, and my work is progressing bit by bit. I have always adhered to my beliefs and pursuits. Here, I would like to thank all the leaders and colleagues for their strong support, care and help, so that I can quickly adapt to the company's management and action procedures and strive to do my job well. Since I entered the company, I have carefully understood the company's development and corporate culture, the company's rules and regulations, and some related business knowledge, in order to have a systematic basic operation.

Over the past few months, I have been conscientious and diligent, and completed the tasks assigned by my superiors on time and with good quality. A journey of a thousand miles begins with a single step. I learn from small things, learn from small things. During this period, I learned the basic requirements and service etiquette as a service marketing representative for the first time. When it comes to experience, the deepest feeling is service, and a high-quality service attitude can bring warm feelings to customers. In the business hall, we should try our best to satisfy every customer. Customer satisfaction will naturally increase income. I remember I didn't like to laugh when I first went to work. The manager praised me that you are actually cute when you smile. Smile more, so people will look more energetic. She taught me that service attitude is very important and always stands first. The service attitude is enthusiasm first, and the way to express enthusiasm is to smile, and keep a sweet smile when facing customers. In order to make my smile more intimate and natural, I practice smiling in front of the mirror as soon as I have time until I am satisfied. Yes, a kind greeting, a sweet smile, and a little thing that is easy to do can also bring customers closer to us. At work, I follow? Communication begins with the heart? Our service concept warmly and sincerely receives every customer, so that they can truly enjoy our high-quality and efficient service.

I can take daily customer inquiries seriously, remember? The user is always right, and the user is God? Our service slogan, we should use the same sincere smile and the same patient explanation to melt the misunderstanding and anger of customers, let the wronged tears flow in our hearts, and dedicate our sincere smile to customers. I remember once, a customer came in angrily and swore as soon as he entered the door. In the face of such angry customers, I have to keep smiling, ask customers to sit down and listen to their complaints patiently. I patiently explained my doubts to my customers and helped them check their phone bills. The doubt finally opened. It turns out that the customer opened the CRBT, but because he didn't cancel it, he deducted the monthly rent of 5 yuan, just because his basic deposit account was not enough to deduct the monthly rent of 5 yuan, so although there was still money in the gift account, he couldn't make a call. After I explained clearly to my customers and asked their opinions, I recharged CRBT before canceling it. Instead of being rude when I came in, the customer said to me in shame? I'm really sorry. I was a little harsh and had a bad attitude just now, but you warmly received my misunderstanding and patiently explained it to me. Well, Unicom's service attitude is quite good! ? After listening to this passage, I finally understand? Service? The concept of these two words, know how to face customers in the future work, how to do a good job of service. That's it? Treat people with sincerity, be pragmatic and realistic! ?

But for my present job, I have just stepped into the threshold, and there are still many shortcomings and places to learn. Therefore, in the future work, I will continue to give full play to my advantages and good work style, start from myself and constantly strengthen my service awareness and level. I will continue to pay more attention to the study of business knowledge, diligently practice and accumulate, diligently practice service skills, and listen carefully to various opinions and suggestions. Constantly apply what you have learned to practice, just finish your work mechanically, but also adopt the method of changing your thinking. Through your own struggle and efforts, show your cheerful, enthusiastic, confident and determined side to customers and colleagues: find your place in your work, realize your value in your struggle, and shape your image in your progress. I like to see the expression of customers' expectation and satisfaction, and I like to see the sense of accomplishment that customers get unexpected gains under our advice. However, due to the lack of business knowledge and experience, we have to accept the vent of customers' dissatisfaction when customers fail to achieve their goals? However, the sincere service in exchange for the true feelings and trust of customers has made me feel that my work is colorful and substantial, and has also improved my overall quality. In addition, in the modern working environment, team consciousness is very important.

Effective teamwork can improve work efficiency. Joining the Unicom family, I deeply felt the vigorous atmosphere of my colleagues and learned how to get along with others and cultivate good interpersonal relationships. In learning, take the initiative to attack, learn, and then know the shortcomings, know the shortcomings and then be able to respond. Don't be ashamed to ask questions, ask for advice with an open mind and learn from each other's strengths. The love, care, guidance and help of leaders and colleagues also accommodated my shortcomings as much as possible, which made me feel very grateful. Walking into such a study group makes me more motivated.

In the next working day, I will strengthen the study of business knowledge, so that I will not be speechless when answering customers' inquiries. We must also do a good job in all kinds of services, prepare for the monthly inspection, do our job well, and strive to complete the tasks assigned by our superiors.

extreme

Since the beginning of this year, the whole province has thoroughly implemented it? Believe in the business leadership project? , the main leaders take overall responsibility, in charge of the leadership to implement, and earnestly do a good job in the management of key customer service in the letter business. The attention of leaders provides organizational guarantee for the service and management of key customers.

Provincial Bureau attaches great importance to the service and management of key customers, and issued documents at the beginning of the year, requiring leaders of all departments and municipal bureaus to attach great importance to the service and management of key customers, set up leading groups and service groups for key customers, clarify the members of service groups, and strengthen the service and management of key customers. The letter major has set up a leading group headed by the director in charge of the provincial bureau. The leader and deputy leader of the service group are led by the market operation department and the letter advertising bureau respectively, and other comrades of the letter advertising bureau are members of the service group, providing quality services to major customers. The leaders of the Marketing Management Office and the Provincial Bureau of Letters and Calls personally led relevant personnel to go deep into major customers, understand their postal needs, and do a good job in marketing major customers. Over the past year, they have visited China Unicom, China Telecom, China Local Taxation Bureau, China People's Insurance Company, Southeast Auto and other major customers for many times, and have negotiated with major customers on related businesses, which has achieved good results and set a good example for the service and management of major customers in the province.

Local municipal bureaus have also set up corresponding leading groups for major customer service to do a good job in the service and management of their major customers. The leaders of Fuzhou Bureau personally led the comrades of professional companies to do a good job in customer service, go deep into big customers, personally participate in business negotiations and project negotiations, and do a good job in marketing, and achieved good results.

First, the whole province attaches great importance to building a learning marketing team, strengthening business knowledge and marketing skills training, and improving the service level of key customers.

At the end of April, the provincial bureau held a training course for postal commercial letter advertising managers in the whole province to train managers of commercial letter companies in various cities, and a business letter tour group was formed by relevant colleagues of the commercial letter advertising bureau, and eight database marketing tours were organized in Fuzhou, Quanzhou, Zhangzhou and Putian. The object of roving training is the personnel engaged in the marketing, planning, copywriting and design of business letters in various cities. What is the content of the tour? 20 1x what are the ideas for the development of provincial information industry? 、? How to promote database marketing? 、? How to manage key customers in business letters. 、? How to do a good job in business letter marketing planning? 、? How to strengthen the construction of name and address database? Wait a minute. At the same time, it also organizes marketers to conduct interactive simulation marketing on the spot. In order to improve the service skills of key customers and make business people become star-rated key account managers, Xiamen Borg Management Consulting Co., Ltd. was employed by the Provincial Bureau of Letters and Calls in June 5438+ 10 and June 165438+ 10 respectively, and held two training courses for business letter account managers in the province, covering the quality of business letter account managers, information collection and cognitive ability, and customer communication. Through the above intensive training, the Provincial Bureau of Letters and Calls 20 1x trained more than 800 business letter practitioners, which improved the customer service level of all employees.

Two, strengthen the key customer file management, to serve the business.

Since the beginning of this year, the bureaus have paid more attention to the establishment and improvement of key customer information. Through the visit to major customers, collect and sort out the data of major customers, improve the files of major customers and strengthen management. According to the classification of major customers, the provincial bureau focuses on improving the information of provincial major customers. Over the past year, the key customer service team of the letter business of the provincial bureau has paid attention to the visits and public relations of key customers in the province, strengthened the usual contact and communication with customers, established good relations with customers, and established and improved Fujian Telecom Group Corporation, Fujian Unicom Communication Co., Ltd., China Unicom Co., Ltd. Fujian Branch, China Construction Bank Fujian Branch, China Bank Fujian Branch, China Agricultural Bank Fujian Branch, Southeast (Fujian) Automobile Industry Co., Ltd. and Fujian Local Taxation Bureau. On the basis of establishing and improving key customer information, all bureaus adopt dynamic management methods to modify and improve key customer information in time, ensure the accuracy of key customer information, and adopt corresponding marketing and public relations means to improve the service effect of key customers.

Perfect and complete information of major customers makes the objectives of each bureau more clear when carrying out business work, and marketing public relations more targeted, which has achieved twice the result with half the effort.

Third, pay attention to the marketing planning of the project.

Since the beginning of this year, under the premise of improving the service level, all bureaus have paid attention to making plans for large customers, so as to make plans first. The marketing methods have changed from the original human marketing and relationship marketing to the marketing methods based on plan marketing and cross-marketing. The strengthening of scheme marketing not only won business income for enterprises, but also accumulated a lot of good experience for the management of key customers in the province. The marketing plan of Southeast Automobile Database, the overall postal service plan for the 90th anniversary of Jimei School Village, the planning case of mailing commercial letters by Xinda Automobile Sales Company, the planning case of Haier's commercial letters, and 5? 18? Sea fair? Project planning cases and other marketing project planning cases are marketing planning schemes for activities carried out by key customers, which embodies the realization of customer value and makes the service level of key customers reach a new level.

Fuzhou Bureau produced 262,500 postal envelopes for Southeast (Fujian) Automobile Industry Co., Ltd. through scheme marketing, and sent promotional business letters using name and address information to publicize the new car just listed by Southeast Automobile Company. The mail business generated income of 340,000 yuan. On this basis, we further discussed database marketing with Southeast Automobile Trade Company, and collected the name and address information of automobile consumers, which achieved good results. For Unicom to promote the use of corporate New Year greeting cards for customer maintenance, it was recognized by Unicom, and 70,000 gold cards were developed for greeting card companies, generating income of 385,000 yuan.

Xiamen Bureau achieved the breakthrough of Haier Industry & Trade, Ford Motor Company and other business letter customers through planning and marketing. At the same time, Xiamen Bureau also implements the strategy of * * * sharing customer resources, and uses the databases of different enterprises to carry out cross-marketing, that is, through the business of customer B to promote to the users of customer A, and customer A to promote to the users of customer B, so as to realize two-way interaction under the premise that there is no industry competition between customers AB. When they plan to mail this volume of China Post Quarterly to the users of Great Wall Card for China Bank, they will carry the global communication business promotion of China Unicom and attach the financial management promotion of China Bank to China Unicom's statement. Paris Spring Department Store? As an alliance merchant of Unicom, you can enjoy VIP discount in Paris in spring with Unicom's gold card, so you will use Unicom's data to mail preferential information every holiday in Paris. ?

Detailed, feasible and win-win solutions are easily recognized by customers and contribute to the success of marketing activities. How has the provincial bureau cooperated in the past year? Talk about signing a contract alone? The concept of "global communication" has been tailored for major customers such as China Unicom, China Telecom, China Local Taxation Bureau, China People's Property Insurance Company and Fujian Southeast Automobile Company, which has been recognized by customers, and some schemes have been implemented, resulting in benefits. Guangdong Unicom Company upgraded customers' statements, and Fujian Southeast Automobile Company used postal database information to promote automobile products and other programs achieved good results, which not only provided customers with quality services, but also brought good economic benefits to postal enterprises.

Fourth, strengthen the development of integrated marketing activities for key customers. The bureaus fully understand the postal needs of major customers and pay attention to the in-depth development of major customers in combination with holiday business opportunities such as holidays and important customer holidays, according to the postal characteristics of major customers.

Fuzhou Bureau firmly grasps the consumption habits of the masses, and is ready to cooperate with China Construction Bank? Brush the dragon card and present a warm New Year's Eve dinner? At the favorable opportunity of business promotion, the promotion plan was made, and 654.38+million activity leaflets were made for customers, which were sent to target customers through postal database marketing, generating income of1820,000 yuan, with remarkable results. Catch? National day? 、? Christmas? 、? New year's day? 、? Spring Festival? Metro, Trust-Mart, Ocean Department Store, Century Lianhua and other holiday businesses. It will increase the business opportunities of promotion, send advertising promotion letters to help customers sell products and develop business, thus increasing the income of postal business letters.

Xiamen Bureau pays attention to the maintenance and development of major customers, and develops major customers of Dell, Trust-Mart, Metro, Haier Industry and Trade, Xiamen Airlines and tourist attractions. Since May, the average monthly delivery volume of Dell's advertising business letters has reached more than 500,000, and the average monthly delivery volume continues to rank first in our province. Xiamen Trust-Mart stores deliver nearly 300,000 business letters every month; The average monthly delivery volume of xiamen metro shopping malls is 90,000 business letters; In May, 80,000 business letters were produced for Haier Industry and Trade. 1 1 10 delivered 35,200 Egret Mileage Card bills for Xiamen Airlines in October; Xiamen apricot motorcycle printed 50 thousand postcards of service quality feedback card; The market expansion of scenic spot ticket postcards was relatively successful, and it came out in May and July? Shiwan Botanical Garden? 200,000 postcards of tourist tickets; In August, 70,000 tickets and postcards were developed for Gulangyu Island. In June 5438+10, 40,000 postcards of Gulangyu Piano Museum tickets were launched. ?

Quanzhou Bureau seized the favorable opportunity of Unicom's "Blue Festival" for the 10th anniversary of GSM, and made souvenir covers and tickets for big customers, with a profit of 44,438+04,38+00,000 yuan. Anxi bureau uses it? 5? 17 WorldCom? Send advertisers' letters to China Telecom and China Unicom respectively to serve major customers and increase the income of postal business letters; On the occasion of Teacher's Day, do a good job in planning the overall marketing activities of major customers of Unicom Branch, and develop greeting postcards and discount scratch cards. Postcards; Quanzhou Branch and Jinjiang Bureau sent nearly 300,000 business letters to customers in real estate companies, machinery factories, exhibition companies, chambers of commerce and other industries by using the business letter database.

Zhangzhou Bureau vigorously explored the school education market, seized the opportunity of college enrollment, and actively expanded the admission notice market. China Unicom made the admission notices for three schools, and incorporated the business promotion of China Unicom into the admission notice, generating income of 6.5438+0.45 million yuan; Seize the opportunity of Teacher's Day and cooperate with the Youth League Committee? 100000 Zhang Hekazan? Activity, income 14? 60,000 yuan; 65438+ caught in February? Fly into space? China Manned Space Exhibition? On the occasion of the Zhangzhou Agricultural Exhibition Hall, I participated in the planning, ticket making and selling of this air show, and made 70,000 postcard tickets. Zhaoan Bureau seized the sharp increase of high-temperature electricity load in summer, and the government vigorously advocated the opportunity of a conservation-oriented society and actively carried out public relations. Successfully planned and produced 80,000 series advertisements for Zhao 'an Electric Power Company. The electric power company provided address-by-address delivery, which not only generated 60,000 yuan, but also collected and sorted out the name and address information of nearly 65,438+10,000 general users through this business. Kill two birds with one stone? Effect.

On the basis of signing the bill sending agreement with China Telecom and China Unicom, Putian Bureau actively publicizes the significance of using the bill name and address for database marketing, which is recognized by customers, and regularly sends business letters to customers for personalized business promotion, and has achieved? Win-win? Effect. ?

According to the characteristics of the letter business and the key points of each stage, the municipal bureaus also launched the activity planning plan in time to provide quality services for major customers and tap potential customers. This year, according to the business characteristics, the provincial bureau has successively formulated database marketing service experts and? Golden autumn swan goose? Database marketing packages, business promotion of enterprise New Year cards, postcards of lucky New Year bonus insurance, postal international postage envelopes and postcards and other business recommendation letters. For large customers and potential customers, database marketing was used to target customers in the province, and key business promotion was done well, which stimulated customer demand and received good results.

Five, visit key customers to form a system to understand the opinions and suggestions of key customers on postal services. Visiting customers, timely understanding of customers' opinions and suggestions on postal services and timely understanding of customers' needs can make our service work targeted and get twice the result with half the effort. The leaders of the major customer service teams of local municipal bureaus personally lead the members of the major customer service teams, insist on visiting major customers regularly and irregularly, pay attention to the usual emotional communication, and do a good job in public relations with major customers. Xiamen, Zhangzhou and other bureaus often visit big customers for public relations and deepen their feelings with big customers. By visiting public relations, we can get more customer information, carry out targeted marketing activities, and carry out in-depth business development for major customers. In the process of business collection, Ningde Bureau pays attention to collecting customer information. Upon learning that Unicom was going to carry out a series of publicity activities, he took the initiative to visit customers, helped big customers to make activity plans, provided services for Unicom M-Zone three-person basketball game and Unicom creative competition, and increased the business income of business letters. Longyan Bureau learned in the process of visiting telecom customers that telecom customers are going to promote cordless phones in stages, formulate promotion plans for large customers, and send them by advertising promotion letters, which are recognized by customers. Sanming Bureau and Nanping Bureau set up key account representatives for key customers, strengthened communication with key customers, kept abreast of key customer information, and carried out corresponding marketing activities, which achieved good marketing results.

Over the past year, although we have made some achievements in key customer service management, there are still some problems, mainly in the following aspects. Insufficient research on the needs of large customers. Since the beginning of this year, although more attention has been paid to the development of the project, the research on customer needs is not enough. In particular, the Municipal Bureau is busy with the maintenance of the market and customers, busy with daily business work, and has not spent more time studying the postal needs of major customers, and lacks pertinence for the services of major customers. ?

The frequency of visiting public relations is not enough. Because I am usually busy with my daily work, I seldom visit big clients for public relations. Sometimes when there is business, or for some specific projects, the intensity of on-site service, management and service is even greater, ignoring the usual public relations visits to major customers.

The deep development of big customers is not enough. This is a weak link in our current service management for key customers. We often only provide services for key customers for a certain project or a certain business, and lack in-depth development of key customers. ?

The intensity of planning and marketing needs to be strengthened. Although the provincial bureaus make marketing plans for the province's business, they can only make overall arrangements and arrangements for the overall work, which needs to be implemented by each bureau in combination with its own reality. In the process of implementing the plan, there are still some phenomena that we can't make a marketing plan according to our own reality and do a good job in planned marketing.

Insufficient implementation of key account marketing projects. After making a marketing plan for big customers, the implementation is not strong enough. Especially after the marketing project planning scheme was sent to local municipal bureaus, some units had weak planning ability and insufficient implementation, which affected the results of project development.

Tisso

(1) Continuously improve the customer service system of the Group 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-level group customer units, ensure the service of group key customers, sort out the list of provincial-level group key customers, and realize the systematic support of group customer service management.

According to customer category attributes (industrial customers or commercial customers), business attributes (pure Unicom business group, pure digital fixed business group, pure industrial 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.

In the next working day, I will strengthen the study of business knowledge, so that I will not be speechless when answering customers' inquiries. We must also do a good job in all kinds of services, prepare for the monthly inspection, do our job well, and strive to complete the tasks assigned by our superiors.

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