Rectification measures for telecommunication service complaints

Rectification measures for telecommunication service complaints

China Telecom Guangxi Company adheres to the tenet that people's posts and telecommunications serve the people, and constantly deepens the construction of enterprise professional ethics, taking the fundamental interests of the people as the starting point. Intimate, standardized and safe? As the theme, we will vigorously improve service, constantly standardize service processes, innovate service methods, improve service system, improve service efficiency, and strive to create a good industry trend of caring service, standardized operation and safe communication. At present, efforts are made to do the following work:

First, vigorously improve the software and hardware of rural communication services and strive to improve the application level of rural informatization. Taking rural informatization as a breakthrough, we will speed up the construction of facilities, consolidate the rural communication foundation, further expand the rural coverage of FTTH and Tianyi letter, and add nearly 2,000 broadband information villages and Tianyi information villages. Add business demonstration and experience area of township business hall, carry out rural 3G terminal application tour, promote the implementation of Ping 'an township project, strengthen staff training and guidance, and further improve the service level of township business.

Second, vigorously improve the level of broadband coverage and broadband access capacity, and strive to build an optical network city. We will comprehensively start the construction of new and renovated residential optical networks, vigorously optimize FTTH switching process and IT support, and continue to carry out speed-up activities for old broadband users to further improve the broadband quality of users.

Third, further optimize the reminder of users' consumption services and strive to provide users with more assured services. Service reminders are extended to handling reminders, package fee reminders, business use reminders, insufficient balance reminders, international roaming reminders, and high-cost reminders. By further optimizing the service cancellation and other business processes, the reminder time and frequency are set reasonably, so that the reminder service can meet the personalized needs of users and be used more safely.

Fourth, further optimize the service function of electronic channels, and strive to provide more intimate services for users. Wap portals in the lobby and lobby of business outlets, as well as related functional interfaces and online and portal process optimization have been completed, making it more convenient, quick, intuitive, concrete and time-saving for users to query business information and consumption information. We further sorted out and standardized the procedures of number search and excellent reporting, refined the terms of merchants' assessment, carried out inspections on deposit collection, refund upon expiration of contracts, and implementation of merchants' service assessment, and implemented special post control on business and service complaints of the Head Office, which effectively improved the accuracy of broadcasting inquiry.

Five, to further strengthen the customer complaint service management, and constantly improve the level of after-sales service. Externally, we will increase the publicity of service complaint methods and channels, further optimize the internal closed-loop management of service complaint work orders, strengthen the rapid response handling mechanism of leapfrog complaints and the monitoring and early warning mechanism of repeated complaints, add special seats or special personnel to handle difficult complaints, and improve the ability of rectification and error correction. Strictly control the time limit of complaint handling, implement daily monitoring and early warning of complaint volume, special early warning of complaint hot spots and risk early warning of complaint handling scheme, strengthen the collection, analysis and return visit of complaint information, promote the solution of leapfrog complaint volume fluctuation, hot and difficult issues and potential service risks, effectively improve the timeliness of complaint handling and improve user satisfaction.

Six, consciously standardize marketing behavior, conscientiously implement the tariff declaration and audit system. In accordance with the provisions of the higher authorities, conscientiously carry out the work of self-examination and self-correction of tariffs, and carefully check and correct the sales behavior of low-priced tariffs without approval and filing. Further strengthen the management of tariff packages, supervise and implement the regulations that all business halls can handle broadband and Tianyi single product services, ensure that the charging items and charging standards of all sales channels are in sync, and the comprehensive preferential packages comply with the relevant regulations of the competent government departments.

Seven, vigorously control bad information, and effectively protect the safety of user information. Further purify the network environment, clean up more than 1,000 pieces of vulgar Internet information 1, and close 67 unregistered websites 1. Strengthen the assessment of website filing rate, harmful information processing rate, access resources subletting and other indicators to ensure the accuracy of information meets the requirements of relevant departments. Carry out a special campaign to clean up and rectify spam messages, announce the acceptance channels and processes of spam messages, improve the management of SMS mass sending internally, conduct a comprehensive investigation on the qualification, contract information, price and mass sending port of SMS customers in the local access industry, clarify the mass sending content and target users of users, regularly detect the downstream content of SP, prevent illegal sending of spam messages, and actively fulfill social responsibilities.