How to improve the service level of radio and television network

Guided by Deng Xiaoping Theory and Theory of Three Represents, conscientiously implement the Scientific Outlook on Development, in accordance with the

The goal of "emancipating the mind for development, working hard for practical results, and coordinating relations for stability" requires that we strive to improve the network service level of the whole province, build a scientific, standardized and efficient network service system, and actively advocate the network cadres and workers in the whole province to establish the working concept of service first, service winning and service efficiency increasing, so that the network service in the whole province can better meet the growing needs of the broad masses of people for radio and television network transmission services.

II. Objectives and tasks

In accordance with the relevant requirements of the Implementation Plan of Jiangxi Radio, Film and Television Bureau to Carry out the Activities of Organ Efficiency Year, and in view of the outstanding problems existing in the current situation of network services, measures such as establishing and improving the service system, training and evaluating the service behavior are taken to penetrate the service consciousness into all aspects of network work and realize the political, social and economic benefits of network construction.

Third, the main measures

In view of the fact that the cable TV industry generally ignores customer service and market development because of its monopoly characteristics, network companies have formulated a set of customer service standard system, which mainly includes service project publicity system, customer service first inquiry responsibility system, customer service contract system, time-limited completion system, customer service return visit system, customer service accountability system, customer service supervision and inspection management system, customer service training system, service commitment and code of conduct.

(a) service project publicity system.

In order to facilitate customers to handle business, make customers' consumption transparent and let users participate in service supervision, it is required to:

1. Publicize the service commitment of Jiangxi Radio and Television Network Company in the business hall.

2. Publicize the service hotline and service supervision telephone number in the business hall.

3. Publicize relevant price charging policies, charging standards and charging items in the business hall.

4. Publicize relevant business processes in the business hall.

5. Publicize the location and contact number of local business points in each business hall.

6. Publicize the photos and job numbers of service personnel in the business hall.

(2) Customer service first ask responsibility system.

In order to avoid the phenomenon of buck passing in the process of providing services to customers, we should establish a scientific service quality assurance and supervision system within the company, provide satisfactory services to customers, and implement the customer service first inquiry responsibility system.

1、

The "customer service first inquiry responsibility system" is implemented, that is, in the process of office, business counter and official business, the first company staff member who visits, consults or receives is responsible for handling or guiding users to find relevant service departments to implement solutions, fully introduce or answer questions, and get satisfactory service most quickly and simply.

2. The objects of the first inquiry responsibility system include: customers, visitors, calls, inquiries, complaints and business acceptance who come to the company to handle business.

3. When there are more than two visiting staff, the person with the highest position should first ask the person in charge.

4. The person in charge of the first inquiry must warmly receive the visiting or handling personnel, and shall not be cold and blunt, and shall not shirk, avoid or perfunctory.

When answering, introducing and guiding users, the first person in charge should be enthusiastic, civilized and standardized, avoid service taboos, and strive to establish a good social image of the network company.

5. If the materials submitted by customers for handling business are incomplete or inconsistent with the statutory form, they shall inform all the materials that need to be supplemented at one time and explain them.

6. If the responsible department or staff can handle it on the spot, it should be solved on the spot. If it cannot be handled on the spot or does not fall within the scope of duties, it shall: explain the reasons to the other party and give necessary explanations;

In the future, people will be directed to relevant departments for handling; You can contact the relevant departments by phone to solve it in time; Name the relevant telephone number or work place and process.

7、

When answering questions and calls from the masses, we should not only accurately grasp the policy, but also insist on seeking truth from facts. For unclear and inaccurate questions, please consult the relevant leaders in time and give the other party an accurate answer. For problems that can't be solved, can't be explained clearly or don't belong to the jurisdiction of this system, we should patiently explain the situation to the other party.

8, for uncertain or particularly important and urgent matters, the first person in charge should promptly report to the leadership.

9、

The service window performs the following duties: receiving customers who come to consult and handle business; Guide customers to fill in the materials needed to handle business; Accept the business handled by this window, coordinate and supervise the business handling, and report to the person in charge of the window for the business that has been completed beyond the time limit; For the business that does not belong to the scope of this window, you should contact the relevant departments and inform the user of the specific address and contact information of the undertaking department.

(3) Customer service contract system.

Customer service contract system is to reduce service cost, improve service efficiency and facilitate service supervision.

1. Scope of contract: Cable TV maintenance personnel divide the service and maintenance tasks of cable digital TV users into adults according to about 4,500 households/person in municipal companies and 2,000 households/person in county branches.

2. Announce the service telephone number and supervision telephone number of each community and street, and take photos and job numbers of the service personnel in charge of the area.

3、

Each branch shall assess the person-in-charge of each area within the service scope, formulate the service contract system and the assessment reward and punishment system, assess according to the user complaint rate, 24-hour response rate of work orders and user satisfaction in the area in charge, and conduct monthly assessment and annual summary according to the relevant standards of the company.

4. The person in charge of the region shall ensure the stability rate of users in the region, maintain the appropriate growth of the number of users, and each branch shall formulate the annual growth index of the number of users.

5. If there is any change in the division of labor of the person in charge of each branch or region, it shall be publicized in time.

6. Each branch company shall supervise and assess the service quality in their respective regions according to the customer service contract system to ensure high-quality service.

(4) Limited time settlement system.

Time-limited settlement system is a measure to eliminate delay and improve service efficiency.

1、

When a customer goes to Jiangxi Radio and Television Network Company to handle affairs, the handling department or agent shall complete the application within the promised time limit according to the relevant workflow and policies.

2. The provincial company is responsible for organizing, supervising and inspecting the time-limited completion system of each branch; Each branch is responsible for the supervision, inspection and accountability of all departments within the branch to implement the time-limited settlement system.

3. Matters applied by customers should be handled in time when the customer's procedures are complete, the materials are complete and the conditions are met, and it is not allowed to delay or make things difficult for an excuse. General faults should be solved within 24 hours, and major faults should be solved within 72 hours. If the customer's procedures are incomplete and the materials are missing, the processing time limit shall be calculated after completing the procedures.

4、

In the case that the network construction has been completed, the customer procedures are complete, the materials are complete, and the conditions are met, the time limit for business installation and opening is no more than 5 working days in cities and no more than 10 working days in rural areas; The time limit for business recovery is 5 working days, and the time limit for user complaint reply is 3 working days. If the customer's procedures are incomplete and the materials are missing, the processing time limit shall be calculated after completing the procedures.

5、

If the customer's procedures are incomplete, the customer is not settled in time, or the service personnel can't contact the customer due to the user's own reasons, and the door-to-door customer is absent, the application shall be regarded as the acceptance department's completion on schedule. At the same time, the service personnel must report the reasons in writing to the person in charge of the business at the first time.

6, for major complaints, important customer business, emergency, on call. Due to special circumstances, it is necessary to postpone the completion on schedule, and it can be postponed only after the approval of the leaders.

7, in violation of the provisions of this system, in accordance with the accountability system shall be held responsible for the relevant departments.

8. Time-limited settlement system should be implemented under the supervision of customers and network companies.

(5) Customer return visit system.

The purpose of customer return visit system is to improve service quality, establish corporate image, promote information exchange with customers, and ensure that everything is implemented and effective for users.

1. Make a 100% return visit to the maintenance and complaint work order. Follow up the execution results of the work order within 72 hours of the customer's call to ensure that the customer's problems are handled in time to achieve customer satisfaction.

2. Pay a return visit to solve the problem. If problems are found in the return visit, they must be solved in time and explained clearly to customers.

3. Record the customer's return visit, effectively handle the return visit data, find out the problems existing in the work, and continuously improve the work, products and services.

4. Pay a return visit to key customers regularly, make a return visit plan for key customers, and make the return visit to key customers as a long-term and key work.

5, customer service return visit system as a propaganda project, each branch must conscientiously do a good job of self-inspection and supervision.

(6) accountability system.

The accountability system is to strengthen the company's work efficiency, work discipline, improve the sense of responsibility of service personnel, and establish a good social image of Jiangxi Radio and Television Network Company.

1. The accountability system is an internal supervision and restriction system, which adheres to the principles of objectivity, fairness, democracy and openness, and pays attention to reality. According to the provisions of relevant systems, all staff of Internet companies shall be investigated for their corresponding responsibilities due to intentional or negligent service.

2. Investigate the responsibility for the following situations:

1) violates national laws, regulations and relevant policies;

2) Violation of the service project publicity system, customer service first inquiry and responsibility system, customer service signing system, time-limited completion system, customer return visit system, responsibility investigation system, maintenance precautions and other company-related work systems, affecting and damaging the company's image.

3) Other dereliction of duty and dereliction of duty, causing adverse effects among customers.

3, accountability, should adhere to the principle of seeking truth from facts, objective and fair, responsibility must be asked, mistakes must be corrected, education and punishment combined.

4. The responsibility of subordinates shall be investigated by superiors or supervisory organizations, and the responsibility of departments shall be investigated by branches or supervisory organizations at the same level.

5, accountability and investigation.

In case of any of the situations mentioned in point 2, the person in charge of the post and the relevant person in charge shall be investigated for responsibility. If the circumstances are minor, give a warning. If the circumstances are serious, resulting in adverse effects and consequences, the qualification of pre-evaluation and evaluation will be cancelled, and the person in charge of the institution may be given a warning. If the circumstances are serious, resulting in adverse effects, informed criticism will be given, the parties concerned will be given administrative and economic penalties, and the leadership responsibility of the main person in charge will be investigated.

6. In any of the following circumstances, it shall be dealt with severely.

1) Attacking, retaliating or framing accusers, prosecutors and investigators;

2) There are more than two acts that should be investigated for service responsibility within one year;

3) Interfering with or obstructing the investigation of service responsibility;

(4) Failing to implement the supervisory decision of the supervisory organ;

(five) other circumstances that should be dealt with severely;

7. In any of the following circumstances, it shall be given a lighter, mitigated or exempted treatment.

1) Take the initiative to apologize, and the customer has understood;

2) Effectively prevent the occurrence of adverse consequences;

3) actively correct and recover all or most of the losses;

4) Other circumstances that should be given a lighter punishment or exempted from handling.

8. Before dealing with the responsible person, the opinions of the responsible person shall be listened to, and their rights of statement and defense shall be guaranteed.

(seven) service supervision and inspection management system.

1. The supervision and management scope of this system includes all personnel of companies at all levels in the province.

2. The specific contents of supervision include:

Supervise and inspect the implementation of relevant national laws, regulations, guidelines and policies, and the completion of various customer service objectives and measures of the company; Supervise and inspect daily work, summarize, improve, exchange and popularize advanced experience; Understand the local customer service situation, guide the relevant work of customer service personnel, urge to solve the difficulties encountered in practical work, and supervise and inspect the implementation of on-site services at various business outlets; Do a good job in relevant technical training, assessment and certification of customer service personnel; Guide the customer service management of each branch, guide the completion of various customer service activities and keep relevant activity records; In violation of relevant systems, standards and regulations, persuasion and dissuasion are ineffective, and corresponding economic or administrative penalties shall be given according to the accountability system.

3. The supervision and inspection of customer service work is to ensure that the company's customer service-related responsibility system and standards are implemented in place. In standardizing customer service, we should persistently strengthen inspection and supervision, keep abreast of customer service trends, find problems in time, earnestly urge rectification, and effectively eliminate adverse effects.

(8) Service training system.

In order to implement uniform service standards and terms in companies at all levels in the province, it is necessary to conduct business training and assessment for window personnel and maintenance service personnel of branches at all levels, popularize service behavior standards and terms of service for all employees, and let all employees know what services the network provides through face-to-face lectures and online lectures. How to provide services? What is the best service? How to provide the best service? The specific method is as follows:

1) Prepare employee handbook so that every employee knows what to do and what not to do.

2) Training and assessment of the basic knowledge of the company for new employees.

3) Teach etiquette reception to employees such as business hall window, maintenance and installation, and market. , and embodies the spirit of the network company.

4) Conduct moral education for employees and cultivate their honest and kind moral quality.

(9) Service Commitment

Internet companies abide by the State Administration of Radio, Film and Television's "Cable TV User Service Standards" and provide users with high-quality, efficient and satisfactory services in line with the principles of people-oriented, customer first and social benefit first, and make the following commitments:

1, Sunshine Smile Service

Service personnel provide warm and thoughtful service for users and answer users' questions patiently and accurately. The service language has clear pronunciation, friendly tone, moderate speech speed, accurate, concise, clear and focused answers to questions.

2, uninterrupted service acceptance

Provide round-the-clock uninterrupted service. Set up a 24-hour complaint telephone to ensure a 4-hour response.

3. Super comprehensive service coverage

The service area covers users in the service area of companies at all levels in the province.

4. Efficient service processing

General faults shall be solved within 24 hours, and major faults shall be solved within 72 hours (except for force majeure factors). In the case of completed network construction, the time limit for business installation and opening is no more than 5 working days in cities and no more than 10 working days in rural areas; The time limit for business recovery is 5 working days, and the time limit for handling user complaints is 3 working days.

5, humanized service announcement

Notice of changes such as line maintenance and new business shall be announced 24 hours in advance. Take the initiative to remind users that the fee is about to expire by telephone (SMS), TV subtitle announcement and other advance notice methods.

6. 100% service return visit

Pay a "100%" return visit to newly installed users, "100%" return visit within 72 hours after fault repair, and "100%" return visit to user complaints.

7. Standardized service reservation

Door-to-door service personnel should observe the appointment time, take the initiative to show their work certificates, use polite language in the process of providing services, take care of user facilities, and keep the site environment clean and tidy.

8. Transparent service projects

Publicity charging items and standards. Policy fees are strictly implemented in accordance with the documents of the Provincial Price Bureau, and the preferential tariff policy for users with difficulties is earnestly implemented.

Four. Related requirements

First, we must strengthen leadership. Company leaders at all levels in the province should attach great importance to the importance and urgency of further improving the service level of radio and television networks in the province. The level of network service directly affects the development of network work, the efficiency of network construction, and the evaluation of our province's radio and television service level by the government and Qian Qian people. Leaders at all levels of the company should fully realize the importance of improving network service level in network work, and incorporate the work of improving network service level into work planning and overall deployment.

Second, we must clarify the task. The cadres and workers of the province's network information service should actively participate in various activities of the network information service work, so that the service consciousness runs through the daily work. Companies at all levels should formulate more detailed and feasible implementation plans on how to improve service level according to the implementation plans of provincial companies, combined with their own business characteristics and annual business objectives, and report them to the leading group for efficiency construction of provincial companies. According to the work plan, the provincial company will conduct unified training and assessment of the network service work in the province, so that the network service work can better promote the smooth completion of business objectives.

Third, we must implement our responsibilities. All departments of companies at all levels should take improving the level of network services as their daily work, pay close attention to implementation and achieve results, and take service quality as an important indicator to assess the management teams of companies at all levels. Improve the network service level of the whole province to a new level, and better meet the various needs of the party, the government and the broad masses of the people for Jiangxi radio and television network transmission services.