The monitor won't come tomorrow, so let me arrange work for the old masters.

In March 2006, I applied for the position of telephone operator in the secretarial desk of Shenghua Service Co., Ltd. (Fujian Branch) and started an unforgettable internship life. Through internship, I learned about the operation of the enterprise and accumulated experience for my early employment. More importantly, I can be more clear about my future goals and development direction.

Let me talk about some feelings during my internship.

One,

To practice, study first.

Fujian Branch is a super-large state-owned enterprise directly under the central government-China United Communications Co., Ltd..

Limited to provincial branches, it is the only backbone operator in the province with comprehensive services such as communication services, data communication services, long-distance services and local services. It has high honor and prestige, and it is a great honor to be a member of such a big company.

During my internship, I participated in the training for half a month. This is the basic training for new operators, including daily language training, operator intonation training and business knowledge training. Among them, business knowledge is the key and difficult point. For people like me who have never been in contact with this industry, business knowledge is simply a classic, but I can't help it, and I have to bite the bullet if I don't understand it. I remember that time, just for the basic knowledge, I copied a big notebook, plus thick training materials and some new services. I recite these "knowledge points" almost every day, which is simply terrible. At that time, there were about 30 people in our group, and many of them left within a few days of training. It can be seen that being an operator is not a simple matter. The rest of us who have vowed to stick to the end still dare not neglect, continue to sort out notes, find the key points of materials, discuss with each other, and even exchange reciting methods and skills in our spare time, especially the exams, which are even more worrying than the college entrance examination.

On the fourth day after the theoretical training, the monitor of the switchboard arranged us next to an old operator and learned from her how to operate the interface. This young old operator named Wang Cui has been working in this position for many years and is an experienced and award-winning excellent employee. During studying with her, we all affectionately called her Cui, and we really learned a lot from her.

When learning the operation interface from a Cui, you need to apply a lot of theoretical knowledge and basic knowledge. I'm glad that I listened carefully in class, took notes and read relevant professional knowledge extensively, so that I can handle this internship with ease.

Of course, we don't all need to memorize. Information is always updated, and the network contains more important updated materials and data. Besides practicing some interfaces, we need to search for more detailed information. In this respect, as a new generation of college students, we still have advantages, and surfing the Internet is our interest. During the training, we are full of enthusiasm and have been looking forward to the day when we work on the computer!

This service is also available for users at work. While being proficient in typing and operating system, we should convey the correct meaning to users concisely and clearly. This requires us to have a solid language foundation and a strong ability to control words, as well as a certain knowledge of etiquette and psychology.

Second, there are joys and sorrows.

On my first day at work, I just stepped into the door of the machine, but I didn't see him. I heard his voice first: the sweet and polite voices of many telephone operators came to my ears one after another. Bypassing the monitor's desk, the first thing I saw was the blue office chairs, neatly arranged in the hall, with computer equipment in every position. The telephone operator is wearing headphones and tapping the keyboard on the computer screen, which is a busy scene. In this slightly tense environment, there is no panic. Although everyone is racing against time, everything is still in order, and the "smile service" mentioned by the trainer before is perfectly reflected here.

I sat in my seat, turned on the computer and started every interface. I put on my headphones solemnly, as if I were starting a sacred job. The first one came right after I put the microphone right. A lady wants to leave a message for her friend. I was very happy at that time, because this business operation was the simplest, and I immediately asked her politely the content of the message and her last name. After making sure that she didn't miss any message, my first catharsis ended successfully in a "thank you" from the user. I was so nervous that I could almost hear my heartbeat and felt a sense of accomplishment, but before I could calm this excited mood, the phone calls came in one after another.

For the first time, Tracy seems to be worried about our new workers and always walks around us for fear that something will happen to everyone. She gently reminds us from time to time, or smiles to ease our nervousness. When we encounter some unclear problems, we are always eager to ask her for help.

From the time when our probationary workers hold the machine alone, it means that from now on, they will be similar to other regular workers in attendance, assessment, quality inspection, deduction of points and deduction of money. But as a probation worker, if the basic salary of RMB can't be deducted, it is the biggest reward. Here, even the best operators can't guarantee that they won't be deducted, because quality inspection can always find reasons for deducting points. Their daily work is to monitor the operator's answering, including whether to use polite language, whether to be proficient in business, whether to follow business processes, and whether the tone is soft ... This is what I should pay special attention to when I first started working. I remember one time, a visitor who dialed in from the phone interface asked to send a message to the user, which said, "My brother may leave tonight, please go home and see him for the last time." She obviously cried when she left a message, and then begged me, "Miss, you must send it to him for me, quickly!" " Otherwise ... "Before the words were finished, she couldn't stop crying, and then hung up the phone. I can't help feeling pity, so I sent two copies of the same content to this visitor during the operation, hoping that the user can get it back as soon as possible after receiving it, so as not to cause lifelong regret. But I didn't expect that the phone I received was deducted by the quality inspector. The reason is that I can't send more without instructions from visitors, which may cause unnecessary complaints from users, because some users don't like to receive duplicates, even if they are free. Even so, I am still full of grievances and feel a little unreasonable. The team leader told me: "This is a rule that must be observed. "

It is inevitable to be punished by quality inspection in business process operation or other aspects, but in more practice, I have gradually answered the basic knowledge, become more proficient in business operation and have a deeper understanding of the service of this job. This has greatly strengthened my sense of responsibility for my work and improved my self-discipline. My work attitude and ability have also been affirmed by users and colleagues. I was happier than drinking honey at that time!

During that time, everyone was always talking about what they received today, what problems they solved for users, what they helped to send, and learning from each other about smile service and packaging skills at work. There are joys and sorrows during the period. Everyone has a deep feeling that we are beginning to really open the stage of our life. ...

Third, treat each other with heart and promise each other with "voice"

As a qualified telephone operator, in addition to standard Mandarin and professional proficiency, you must also use polite expressions to ensure sweetness and enthusiasm, so as to show your positive and enthusiastic service attitude to users. Generally speaking, unless it is obvious harassment, the operator can't hang up on his own.

At work, most users I meet are polite and reasonable, so our business communication always ends in a relaxed and happy atmosphere. But the work is not always smooth sailing, and sometimes we will meet some difficult users. Once, I received a request to cancel something. This user may be an impatient person. Before I finished my military service, he couldn't wait to swear, scold me for my inability to serve home, and even some even worse rude words. It's the first time to meet such a user, and it's so unreasonable that I feel very uncomfortable. Even then, tears rolled in my eyes. But the work had to continue, so I controlled my emotions, kept my tone, patiently explained to him, and finally hung up the phone smoothly. It's good to be praised, but if you encounter such a depressed situation, in addition to knowing how to adapt and communicate skillfully, the most important thing is to know how to adjust your psychology so as not to affect your later work.

With the passage of time, I gradually found that although this job is just sitting in a hall, I can reach out to all kinds of people in society and deal with all kinds of people through a thin straw. It feels like a colorful world suddenly opens in front of a small window. I work hard for this world, and the praise and criticism this world gives me always affects me and all my emotions. But in any case, emotions belong to emotions, and grief and indignation can only stay in my heart, but I never dare to bring it into the next one.

I still remember that during the internal training, the quality inspector said to us, "You are very hard-working and excellent, but you are still not professional enough. In packaging, although it needs sweetness, it pays more attention to clear articulation and unambiguous words. When accepting business, it is not as simple as answering what users say, but also learning to actively serve and guide users. We should also use different skills to communicate with different users, keep a happy face and let users hear your smile. At the same time, it can also avoid unnecessary complaints. Everything is a truth: treat yourself as others and treat others as yourself! " I didn't agree with this at first, but through the practice of work, I gradually realized the essence.

……

In May, 2008, the nervous and substantial interns survived. After a period of close contact with society, it still feels so quiet and safe to return to campus. Perhaps, it is this experience that makes people feel the difference in life. I miss campus life, so cozy, but I look forward to becoming an eagle tomorrow, fighting the Wan Li sky and performing my magnificent life in the long journey in the future!

Instructor: Jin Hai

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