What is the complaint handling process of Science City about users' request for Cantonese communication?

1. Object: Customer service representatives have no Cantonese skills and are users with Cantonese needs. (For complaints that do not involve business, no work order will be generated)

2. Time limit and requirements for return visit: Cantonese needs are generally answered within 2 hours. (Internal understanding: * * Return visit twice. If the reply is unsuccessful within 2 hours on the first day, a second return visit will be made within 48 hours. If the return visit is unsuccessful, send a text message to the user. It is recommended to pay attention to incoming calls. If two consecutive return visits are unsuccessful, send a short message for archiving, and the content of the short message will inform the user of the final query result. )

3. SMS sending template:

(1) Dear users: Hello! As for your call to the hotline 100 10, you need to reply in Cantonese. Because we can't get in touch with you, we can't provide you with services directly. Our company will pay a return visit in these two days. Please pay attention, thank you for your support and understanding! My "hundred times care", I wish you "10 satisfaction"! -Guangdong Unicom

(2) Dear users: Hello, regarding your request for Cantonese reply, we have been unable to get in touch with you many times and can't directly provide you with services. If you have any questions, please call 100 10 for consultation. Thank you for your support and understanding! My "hundred times care", I wish you "10 satisfaction"! -Guangdong Unicom

(3) Dear users: Hello! We need to reconfirm the Unicom business you consulted. As we failed to reach you successfully, we advise you to avoid making phone calls during busy hours. We are very sorry for the inconvenience. Thank you again for your support and understanding of our work! My "hundred times care", I wish you "10 satisfaction"! -Guangdong Unicom Customer Service

Tips:

1. If it belongs to local dialects and foreign languages (such as Chaoshan dialect, Leizhou dialect, English, etc.). ), please advise users to communicate in Mandarin. The second-line characteristic course "Cantonese Communication" is only applicable to the "Guangzhou" vernacular communication;

2. The user requests a reply in Cantonese. In order to solve users' problems quickly, first suggest whether users can communicate in Mandarin. If the user wants to answer the user's questions online, if the user doesn't want to use Mandarin or can't speak Mandarin, or ask the customer service representative to answer business questions in Cantonese.

3. If you can't hear the user's questions clearly because of headphones and signal interference at the seat, you shall not be excused/guided to reply in Cantonese without reason, and strictly implement the "first question responsibility system";

4. Register Cantonese reply on the integrated application platform.