Serving users wholeheartedly and pursuing Excellence —— Liu Ling, an excellent grid worker of Huai 'an Mobile

Liu Ling, an excellent grid member of Huai 'an Mobile Hongze Sanhe Branch, is mainly responsible for the daily marketing service of sanhe town business hall and mobile users. Since joining China Mobile 13 years ago, from an ordinary shop assistant to a regional power grid manager, Liu Ling has devoted all his best youth to his work selflessly. Years of experience has enabled Liu Ling to grow from a newcomer to a capable employee trusted by leaders, colleagues and users.

"Communication starts from the heart" is the advertising slogan of China Mobile and the service concept that Liu Ling has always kept in mind. In a live marketing activity in August this year, a customer came to the booth. Liu Ling greeted him warmly: "What business do you need to handle?" However, the customer ignored her, took out his mobile phone from his pocket with a frown and made a gesture. Liu Ling found that he was a deaf-mute. Due to the physical defects of the client, he can't hear what others are saying and can't clearly express what he wants to do. Just when everyone was at a loss, Liu Ling had a brainwave, wrote down the contents of the inquiry on the pad, and learned that the mobile phone could not make calls or send text messages normally. Liu Ling thinks that SMS is the only way for deaf people to communicate with the outside world, and I must help him fix it. After checking that the user's number is normal, Liu Ling carefully checked his mobile phone and found that it was not compatible with the card. Liu Ling immediately took the user to the business hall and gave him a sim card inserted into his mobile phone. The words China Mobile immediately appeared on the mobile phone, and the customer immediately showed a happy smile. Liu Ling's careful and patient service attitude gave this special user a thumbs up.

At work, Liu Ling bravely faced the difficulties and pressures in every job without complaint, and did not allow himself to make any mistakes. She often tells herself that everything she says and does represents the image of China Mobile. Since she has chosen to serve this industry, she should treat it with full enthusiasm. There are no unreasonable customers, only thoughtless services. Once, when everyone was busy at work, a customer rushed into the business hall angrily, walked to the front desk with a mobile phone in his hand, asked Liu Ling why the phone bill he had just charged was overdue so quickly, and insisted on quitting the network to complain. After hearing this, Liu Ling listened to the customer's request calmly with a smile. Then she poured the customer a glass of water and asked him to sit down and talk slowly. After appeasing customers' emotions, Liu Ling helped users find that the current package was overused because the traffic was very small. After patient inquiry, he learned that the customer likes to "brush Tik Tok", but there is no wireless network installed at home. Liu Ling patiently explained the reasons to customers and helped users to modify the package that suits him. The user then asked for broadband, and Liu Ling immediately contacted the maintenance master so that the customer could use the wireless network on the same day. After that, I took the initiative to call the user back. The customer said, "After your patient explanation, now I don't have to worry about the excessive deduction of traffic usage. I misunderstood you before. " And thanked Liu Ling for his meticulous service.

Liu Ling often said that it is also a pleasure to put yourself in the customer's shoes and help them solve their problems. She is also very happy to see the customer's satisfied smile. It is with this belief that Liu Ling is engaged in ordinary service work in an ordinary post, but he can always make customers feel the warmth like spring, and let customers feel the personalized service of "moistening things silently".

(Zheng Wang? Zhao Mingming)