Joke Collection Website - Bulletin headlines - The service inspection of Zhaoqing Branch by the provincial company was successfully completed.

The service inspection of Zhaoqing Branch by the provincial company was successfully completed.

In order to ensure the implementation of "service quality, customers have the final say", enhance front-line service awareness, improve key contact service ability and enhance customer service perception, the provincial company recently organized municipal companies to carry out service cross-inspection. According to the arrangement of the provincial company, an inspection team composed of Guangzhou Branch, Foshan Branch, Dongguan Branch and a third-party company will conduct service inspection on Zhaoqing Branch.

On August 19, a five-member inspection team led by Lai, deputy general manager of the Customer Service Center of Guangzhou Branch, visited Zhaoqing Branch, focusing on the business development of the bank's business hall number portability, business hall services and user personal information security, maintenance services, and 4G to 5G outbound marketing. At the same time, Vice President Lai, accompanied by Liang Qingyao, manager of the municipal customer service department, personally went to the West Business Service Center of Duanzhou Sub-branch, and had an interview with the small CEO and maintenance supervisor of the center in terms of front-line service management innovation and service quality supervision and control.

On the afternoon of August 20th, the inspection team held a service inspection summary meeting, and relevant leaders and personnel of customer service department, sales department, marketing department, passenger dispatching center and Duanzhou Branch attended the meeting. At the meeting, Vice President Lai affirmed the various services provided by the branch, including: "Forest Protection Action"1organized by the branch to care for the existing broadband users; 2. Guide and train account managers to carry out high-value marketing continuously, so that customers can enjoy the benefits of network upgrade and enhance their consumption value. 3. The leaders of the customer service department personally review the dissatisfied work orders, truly listen to the voices of customers, and set up a special accountability team to trace the responsible departments, clarify the problem links, and effectively reduce complaints. 4. The service of Baylor Business Hall is well done, with good details and good service perception. 5, 5G upgrade outbound marketing scripts can have different entry points for different scenarios, and improve the success rate of outbound marketing. 6. The active service of loading maintenance is in place, the awareness of loading maintenance with sales is in place, and the delivery action of loading maintenance personnel is in place.

At the same time, in view of this service inspection, three rectification suggestions are put forward for the branch: 1, the maintenance work of assembly and sales belt should be changed from "I want to do it" to "I want to do it", and the supporting foundation of systems, processes and tools should be consolidated to continuously empower front-line maintenance personnel; 2. Don Juan, Jianshe and Baylor business halls have no business leaflets, which need to be fully supplemented; 3.5G upgrade outbound script should include complaint dispatch guide, service emergency plan, contact person, self-reported job number of outbound personnel, excess cost of upgrading 5G traffic and specific unsubscribe methods.

Subsequently, after heated discussions between various departments and the inspection team, General Manager Peng Yuzhong of the Customer Service Department spoke on behalf of the branch, saying that the branch attached great importance to service, always adhered to the principle of "service quality, customers have the final say", adhered to the development direction of "promoting marketing with service" and "value management", and at the same time increased support for the front line, continuously empowered and helped the business development of the enterprise. In addition, in response to the improvement suggestions put forward by the inspection team, the branch will coordinate the relevant departments to implement the rectification work.

Finally, I would like to thank the representatives of Guangzhou, Foshan and Dongguan branches for coming to Zhaoqing to guide the work, and look forward to strengthening exchanges and learning with brother branches in the future.