Customers are in my heart.
-"Me and Mobile Communication"
From the day I was hired by a mobile communication company, I had a belief that I would grow up with mobile, which was also a gift from God.
Over the past five years, I have mastered a lot of mobile communication knowledge, and a series of new services have emerged in an endless stream, which is dazzling. From the initial key account manager, agent, and file management of Laicheng business department, to the later Gaozhuang business hall, Fengcheng street business hall and even today's key account service department, my work has changed frequently, which has enabled me to master not only microcomputer operation, typing speed, poster propaganda, market planning and marketing, but also the complexity of interpersonal relationships and the diversity of market changes, which has enabled me to accumulate a lot of work experience and business processes.
At work, I am based on my own work, demanding progress and actively exploring working methods; Straighten out the relationship, set an example, unite and cooperate; Flexible operation, aggressive, willing to contribute. In the face of fierce market competition, we should stabilize old customers, develop new customers and do a good job in market research and analysis. In the face of various preferential policies such as capping China Unicom and giving away CDMA mobile phones, we should make full use of one-way charging and group intelligent network policy to protect the network ... Looking back on the long and slow years in the past, we have been learning, updating and making progress. It is mobile communication that has promoted us and honed us, and the ultimate goal of our progress is to satisfy customers, let mobile companies have the most loyal customers and bring the most stable economic benefits to mobile companies. Therefore, we have set up a bright rainbow with mobile and customers!
As a key customer service staff, we must first put the customer first, which is undoubtedly the top priority in our key customer work, so my biggest feeling and theme today is that the customer is in my heart.
As the saying goes, knowing each other is more important than knowing each other, that is to say, the communication and understanding between people is the most precious, and our service concept of China Mobile is "communication starts from the heart", which also emphasizes the word "heart". I think they have the same effect.
We receive business full of joys and sorrows every day, and our mood is often infected by users' joys and sorrows-even if it violates the working standards and people are ignorant and heartless, we are always happy for their satisfaction and worried about their anger. Our job is to communicate with all kinds of people, smell their voices and meet their people. As long as you understand it with your heart, it is not difficult to understand that the voice with clear tone and elegant speech always reminds people of those well-dressed white-collar workers in the office building; He must be an amiable and especially polite kind elder; The kind of person who gives you the proofreading fee with the phone bill is undoubtedly a very shrewd and cautious person in life; That kind of phone call keeps swearing. It must be someone who has strong dissatisfaction with the mobile company. This requires us to exchange our enthusiasm for the user's reassurance and our patience for the user's comfort.
Facing the increasingly fierce competition and the increasingly important service market environment, we must consider what kind of service can satisfy customers?
"Don't use small evils, don't use small goodness". I am engaged in service work, that is, starting from small details, seeing the big from small, and reflecting meticulous service. China is a country of etiquette. When dealing with people, it pays attention to reciprocity. A small greeting, a small tip, a text message and a phone call will surprise customers. He will always be in my heart, and spiritual communication can make everything beautiful everywhere. Provide personalized, differentiated, diversified and family-friendly quality services to meet the diversified needs of customers, and the differences in details create advantages. The operation of the enterprise is the operation of the customer first. We should understand customers' feelings, serve customers with heart, and enhance customers' value with sincerity, patience and details. "If the world is difficult, it will be easy; The world's major events must be in the details. " Clean and elegant business environment, friendly and enthusiastic service personnel, unified and standardized corporate logo, and high-quality and comprehensive service content can all bring goodwill to customers, thus generating their trust and recognition.
Secondly, we should seize the service of smiling. Smiling can make us gain friendship, it can eliminate misunderstandings between people, and it can turn enemies into friends. You will smile, which is not a service, but when you give this smile to your customers, you will have a service. Smile is not so simple, who knows how much bitterness and bitterness will be hidden behind it; How much sincerity and affection does a smile mean? Sincerely consider the customer, such a smile is the most beautiful. Do you know that?/You know what? A smile makes a century of Walton. At Walton's house, the most important thing every day is to ask the salesman, "Did you smile at the customer today?" "Smile service, personalized service", think of what customers think, worry about what customers are anxious, and always put the interests of customers first. That's what we think and do. A cordial smile and a sincere greeting have narrowed the distance between us and won the respect of customers. Only with a sincere smile can we serve with "heart" and truly serve with "five hearts", that is, love, enthusiasm, sincerity, concern and modesty. Enthusiastically explain the mobile business to customers, sincerely send customers a cup of warm tea, listen to the suggestions made by every customer with an open mind, care about the future of every out-of-school child, donate money and materials to poor areas, and subsidize poor college students, and so on. "Serve customers with your heart and build the future with your heart." This is the charm of our mobile people!
"Doing practical things and putting things into practice" requires us to pay 99% diligence and 1% wisdom. As the name implies, service should follow people and things anytime and anywhere-serving customers is our eternal duty! And its focus is especially on the word "diligence". Based on the principle of "three initiatives, one satisfaction, three excellence, three quickness and three door-to-door", we provide customers with all-round service solutions. The construction of government information networks in various units has been completed. In just a few months, it has protected 8 group units, successfully returned a Unicom group with more than 30 users and returned 30 high-value Unicom users! After many activities, communication and contact with customers of various units and groups have been greatly strengthened. Make dozens or even hundreds of calls every day and accept a lot of mobile services. Without diligence and patience, who will take care of these customers? Now, our account managers have been reclassified by industry, and each person is responsible for 65,438+000 groups. How to better serve and stabilize old customers and how to widely introduce new industry applications to the market has undoubtedly increased our sense of mission and responsibility! It is also a topic that we keep thinking and talking about!
Customers send us business, and we want to give customers satisfaction! Representing enterprises externally and customers internally, we have formed a bond between customers and mobile companies. "Customer first, honest service", good service is like a beautiful landscape, which closely connects us with customers. "Brand-new image, eternal sincerity", now I feel more and more that customers need us and we can't do without them. The customer is God, the customer's reason is always right, and the customer is in my heart! Without customers, we will be water without resources and a tree without roots.
How can I see a rainbow without experiencing wind and rain? More than five years of customer service has made me sum up a lot of work experience, and more than five years of business study has made me understand all kinds of new mobile services. The so-called natural selection, survival of the fittest, as a mobile employee, not only study, work and life in one, but more importantly, learn everything and know everything. In the face of customers, I can help them enthusiastically and thoughtfully, and patiently explain every question raised by customers. I remember how many times we visited big customers for the first time, and they gave us the cold shoulder and ignored us. Sometimes they even regard us as insurance agents at home! I believe in the famous saying that "the heart has arrived, and the stone is open", and I advocate the indomitable and unswerving spirit of struggle. My motto in life is: smile, let go, be happy and always be sincere! This sentence always reminds me that perseverance and diligence are often the magic weapon to retreat from difficulties and solve problems. I made it! Now when I walk into the customer's threshold, they will bring a steaming cup of boiling water, they will smile and ask questions, and when they leave, they will say "goodbye!" " I am excited, I am proud, I am proud! So I am happy, beautiful and happy at work! At the same time, I deeply feel that mobile services have won everyone's recognition.
The most important code of conduct pursued by the United States Military Academy at West Point in the past 200 years is "no excuses", which vividly depicts and strips people's inertia, negative psychology and gloomy display. A thousand words, with the image of confession and refreshing reasoning, moisten the readers' dry soul bit by bit. Responsibility is the value of life, honor is the meaning of life, and enterprise is the sum, embodiment and result of life value and meaning. Changes in the world are always made up of new things, so we must forge ahead and seize the opportunity to win. Take the road that no one has taken before, keep moving forward with the mission, implement standing service, implement the responsibility system of first inquiry, implement "one-on-one" service for major customers, implement the strategy of "service leading, business leading" and realize "double zero" service. We can't be perfect without off-season thinking and off-season market, but we should do our duty. In the face of today's fierce market competition, we will wait and see, it is time to sprint, go all out, retain every customer, strive to complete various task indicators, and reproduce the elegance of our mobile people!
A wonderful piece of music needs all band members to concentrate and keep pace; A successful enterprise also needs teamwork and unity! I wanted to harvest a green leaf, but you gave me the whole forest; I want to repay my selfless dedication and hope that the forest will be more vigorous! In practical work, let's carry forward the spirit of striving for the upper reaches, seize the opportunity and strive for the greatest leap-forward development. Let's pursue the enterprise goal unremittingly, and believe that the future of mobile communication will be better with the belief of winning! Looking back, we are full of pride; Looking ahead, we are full of confidence! I believe Laiwu Mobile is in an invincible position among the strong, not passively obeying, but actively exploring. Nowadays, every enterprise is calling for someone who can "send the letter to Garcia". Every mobile employee will become the master of customers, customers will always be in our hearts, and Excellence will always be with you!
Let me end with a few touching words from the business hall of Changshaolu:
Believe in yourself, when this is over, you will be the first;
Believe in yourself, and you will surpass yourself and the limit;
Believe in yourself, the dream is in your hands, this is your world;
Believe in yourself, and you will win and create miracles.
Customers are in my heart (speech)
At the mobilization meeting of BPR process reengineering, the leader mentioned such a question: What is the core product of our communication industry? It's service. This reminds me of such a lyric, I believe everyone will be familiar with it, "Please take my song back to your home, please leave your smile". In our company, the account manager sings like this: "Please bring my sincerity back to your home, please leave your satisfaction." This small change is by no means arbitrary. It is a movement played by the account manager from the heart and a song of sincere service sung by the account manager.
As an account manager of a telecommunications company, I am lucky. I remember the day after I just returned to the county bureau for half a year. At 9 o'clock that morning, I was visiting the IRS in the big customer county. Suddenly, I received a phone call from Director Pan of another big customer's office, asking me to apply for a PHS right away, which is an urgent need of a very important customer. When I heard Director Pan's anxious words, I knew I needed to deal with them as soon as possible. I quickly explained the reasons to the customers here, packed my luggage and rushed to the three-dimensional company.
Director Pan told me that he wanted to buy the preferential model of Huawei A6 16, and repeatedly told me that I wanted that model and nothing else. An hour later, he went to the business hall to get it. But unfortunately, that model of PHS was out of stock that day, and the marketing center did not reserve the machine.
This really worries me. I quickly reported the specific situation to the director. The director immediately turned to the business department for help. The business department immediately acted and reached an agreement to find a way to transfer PHS from Huanggang as soon as possible. The office said there was no bus to Huanggang. Now it takes at least 2 hours for a car to go back and forth, which can't meet the needs of customers in time. The only way is to fly back from Huanggang now. After learning about this, Master Lei immediately thought that a friend of his had a car to deliver goods from Huanggang to Yingshan, and immediately got in touch with him, so the machine was delivered an hour later. When I came to the business hall with the machine, Director Pan accompanied his client, who was already in the business hall. When I ran to Director Pan sweating profusely and handed him the machine, he said to me: I don't want this machine, I want to change it.
As soon as I heard it, I patiently told him that the machine had been written and could not be changed, not to mention that the work order had been entered into the microcomputer. Director Pan said with great regret: At that time, his client didn't understand, but now the other party insists. Please do something.
I think all the friends present can understand my feelings at that time. To tell the truth, this is the first time I have encountered such a thing. I really want to get angry, but I thought about it again: alas! He's my client. He must be very anxious! No way, I hurried to the business hall to cancel the order, the marketing center canceled the number, and the computer room resumed the number source. With the cooperation of the business hall, marketing center and program-controlled computer room, Huawei A6 16 was finally returned, and a Starcom 6 18 PHS was reissued for the customer.
When I sent the rewritten machine to Director Pan, the user kept saying to me, "Thank you, thank you, thank you Xiao Ye!" "It's already 12: 20, looking at the distant back of customers. At this time, I suddenly felt my feet hurt, so I had a chance to sit down and have a look. My feet are blistered. I think I've been trying to handle PHS for my clients in the morning, and I didn't even have time to sit down. It usually takes up to 20 minutes to handle a business.
It's been over a year, but today-no, I want to say to all of you here: I'm not tired at all. Really, whenever my foot hurts again, I can't help but think of what the user said to me that day: "Your current telecom service is really good!" " Yes, it is such a simple sentence, such a sincere smile, such a deep hope. It is also a great encouragement to every telecom employee!
We often say that the customer is God. Perhaps, people will think that God is illusory and far away from us. In fact, users are real people and need real feelings, and this feeling comes from the real services we provide. A kind greeting and a thoughtful obstacle handling can win the trust of users. The market competition is fierce and even cruel. How to attract users, retain customers and cultivate customer loyalty is an urgent problem for every account manager. In the face of increasingly fierce market competition, changing market demand and rapidly expanding customer base, the importance of service has become the foundation of survival, the source of efficiency and the development force of telecom enterprises.
At that time, the wheel turned to a new starting point, and when the times took another step forward, we suddenly found that telecom operators and network companies were everywhere. The society has changed, the "status" of China Telecom has changed, and the choice of users has also changed. How to make users favor China Telecom in the face of many choices? How to beat competitors and win users? Really "customer first, service with heart". The seemingly simple eight words actually contain how much content, how much hardship and how much effort. The account managers in our customer service center interpret and practice these simple eight words with our efforts, sweat and wisdom.
It is also a group of account managers, who interpret the profound connotation of love and dedication with their words and deeds of being conscientious, diligent and pioneering, unite people's hearts with accelerating development and establishing a new image of "love and dedication", and interpret the day-to-day love and dedication story with youth and life.
We welcome the sunrise in the morning and send the sunset at dusk, and we are busy in this world of birds and flowers. And these ordinary telecom people around us, like a clear spring in the mountains and a bright moon in the sky, bring people a fresh, bright and beautiful feeling. It is these 10,000 employees of Qian Qian Telecom who are building and changing our beautiful motherland with high professionalism and dedication.
Twisted together, we are a bolt of lightning, a bunch of fire rope!
Together, we are the whole sun, the whole starry sky!
Standing in one place, we are the indomitable wall of faith formed in our hearts!
Join hands, let us shoulder to shoulder, and cast the immortal soul of China Telecom with the blood of youth!
"Service is an eternal theme!" "Service is the lifeline of enterprise's survival and development!" These familiar words have long been deeply imprinted in the hearts of Unicom service personnel, and Lin Ling also practiced the oath of "customers are in my heart" with his words and deeds.
Lin Ling is the team manager of the customer service room of Tianhe Regional Center. Lin Ling has been providing meticulous and high-quality services to customers with comprehensive business knowledge and excellent service consciousness for two years since she entered Unicom, and has gained a good reputation among users.
"Unicom's service attitude is really good!"
Once, a user thought of Lin Ling, the customer service manager, because his mobile phone suddenly couldn't dial. You swear when you enter the door. Faced with such an angry user, Lin Ling smiled and asked the user to sit down, patiently listened to the user's complaints, and then carefully checked the user's mobile phone and found that it was caused by improper operation of the user's mobile phone. Lin Ling patiently explained her doubts to the user, unlocked the mobile phone and provided the user with a detailed bill. In this case, users began to feel ashamed of their rude attitude and left with "thank you". After a while, the user actually moved a box of apples and cantaloupes to apologize. After being declined by the customer service staff, the user sincerely said, "I was really fierce to you just now, and I am really sorry." You also warmly received me and patiently explained my misunderstanding. Unicom's service attitude is really good! "
Because I have to explain to customers over and over again at work, Lin Ling's throat is inflamed and it is uncomfortable to drink water for several days; She will even pull out the needle that is being infused and drag her body with a fever of 39 degrees from the hospital to the company to help customers solve problems; It is more common to work overtime in the office until 9 pm on an empty stomach. As a customer waiter, she can't remember how many times. Although she has tried her best to serve customers, she is still abused by customers, so she can only secretly wipe her tears and greet the next customer with a smile. Under the influence of the corporate culture of "honesty first, customer first", Lin Ling found her own value from customers' satisfied smiles and sincere thanks, and strengthened the service concept of "high quality and satisfactory service is our eternal pursuit".
Always achieve "four arrivals" and "four arrivals" in service.
"The customer is always right" has become Lin Ling's conscious code of conduct. For a professional customer service staff, comprehensive and high-quality service is not only a job, but also an art that needs investment and concentration.
Lin Ling served as one-on-one service for high-end users of Tianhe Regional Marketing Center 1 0,800. He has to face a large number of users at different levels every day, listen to customers' needs and complaints, and answer dozens of calls on average every day. Repeating the same work every day, she used tolerance to resolve occasional grievances and sprinkled passion and blood on customer service posts. You can't communicate face to face, but you must communicate with your heart. No matter how busy you are, you should always achieve "four arrivals" and "four arrivals" in service work, that is, "mouth-to-mouth, ear-to-ear and eye-to-eye"; "Day and night, busy and idle, good or bad mood, different customers". While doing a good job in public customer service, it also provides users with more "human touch" services.
A star-rated customer, because most of his units are users of other mobile companies, has the idea of changing networks. When handling the network transfer business in the business hall, he remembered Lin Ling, the customer service manager of China Unicom who had been serving him. He called Lin Ling to say goodbye and thanked Lin Ling for his thoughtful service. Unexpectedly, Lin Ling arrived at the business hall in a few minutes. After a heartfelt conversation, the customer was deeply moved and immediately decided to continue to be a star customer of China Unicom and enjoy the excellent service of China Unicom.
Customer service staff is the ear of Unicom-listening to the voice from customers; It is the eyes of Unicom-seeing the troubles of customers; It is the mouth of China Unicom-transmitting the company's information to customers; It is the nose of Unicom-sniffing out the needs of customers; It is the nervous system of Unicom-transmitting information to the decision-making level and relevant departments; We are the hands of Unicom-catching new customers and old customers; It is the leg of China Unicom-implementing company decisions and winning by service! In this way, Lin Ling watered and cultivated the splendid flowers of civilization with youthful enthusiasm and hard sweat, won sincere praise from users, built a colorful bridge between Unicom and customers, and composed the most brilliant youth movement.