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            安阳移动加强服务管理 推进窗口服务质量持续提升

            作者:佚名   发布时间:2017-05-05 10:38   来源:安阳新闻网

              近日,安阳移动全员发力,提前部署,强化服务、宣传全程监督,全力解决一切疑难杂症问题,确??突Х窆ぷ魑炔教嵘?。

              一是建立自检表,营业厅每日反馈进行自检,并反馈自检情况,对各营业厅自检情况进行通报、检查;二是每周对营业厅服务进行检查,针对存在短板限期整改;三是总结提炼疑难业务案例进行传播、学习,提升员工业务能力;四是提炼优秀员工的服务案例进行传播,树立标杆,提升服务能力;五是定期总结分析客户投诉的共性原因和个性原因,并形成服务分析,对客户投诉中反映出来的在制度、流程方面存在的问题进行及时的反馈,持续对员工进行培训,提升员工服务与业务能力。六是建立敏感客户库,在开展各类营销活动及时剔除敏感客户,降低营销风险。七是要求各执行主体对办理的各项业务要定时对客户的使用情况进行关注,并回访客户再使用过程中遇到的问题、意见和建议,及时将信息反馈给分公司责任主体。八是建立营销活动确认率、不知情投诉及服务质量日通报机制,通过对活动办理质量及投诉数量进行数据对比,从而发现问题,并对投诉量高的工号及时关停,责令整改。九是为各营业厅制作摆放了“服务十点”宣传展架,提醒一线员工微笑服务,提高报务质量,持续推进窗口服务质量持续提升。

               

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