Corporate Culture of China Unicom Shantou Branch

Adhering to the business philosophy of "market-oriented, customer-centered", Shantou Unicom is also committed to providing more perfect and meticulous services to its users. 200 1, and the mobile communication service has passed the ISO900 1:2000: 2000 quality management system certification; In 2002, the whole business passed the ISO900 1:2000: 2000 quality management system certification. In terms of customer service, Shantou Unicom adheres to the principle of "four firsts": "The voice of customers is the first signal; Customer demand is the first choice; Customer interests are the first consideration; Customer satisfaction is the first criterion. " Constantly standardize various business services, improve the service level, strengthen the company's service management, and provide high-quality telecommunications services for the society and users. Through the service channels of "100 1", such as customer service center, business hall, portal website, customer club and direct sales service, we will provide fast and convenient services for our users. In response to user complaints, Shantou Unicom has established a complaint management channel and a quick handling mechanism based on 100 1 customer service system.

Shantou Unicom's customer service system is based on the call center, relying on related billing systems, covering all Unicom services, including mobile, IP, Internet, long distance, paging and their corresponding value-added services, and meeting customers' basic needs in business consultation, bill inquiry, complaint reporting and business acceptance. The customer service system supports telephone, webpage, e-mail, fax, letter and other ways to accept customer complaints, and the business hall has also set up a waiting room to accept customer complaints and suggestions. All user complaints are handled in strict accordance with the company's complaint handling process, and the results are fed back to users within the specified time. Afterwards, a certain proportion of complaining users are paid a return visit to get their opinions in time. In order to standardize complaint handling and ensure service quality, Shantou Unicom has done a good job in service quality supervision and assessment, and comprehensively understood the problems existing in service quality through inspection, spot check and unannounced visits. In order to objectively and fairly evaluate the company's service quality, Shantou Unicom also conducts a customer satisfaction survey once a year, and makes full use of all kinds of valuable information obtained in the survey to continuously improve, and customer satisfaction is on the rise every year.