Article 1: Application materials for star teams

Application materials of "National Customer Satisfaction Telecom Service Team"

-Ximeng Unicom Gaole Times Business Hall Ximeng Unicom Gaole Times Business Hall officially opened in the middle section of Shangfanhua Street in Xilinhot on XX, XX. As the flagship store of Ximeng Unicom, Gaole Times Business Hall faces every user who comes to Unicom for business with high-quality service. "Hello!" "What business do you want to handle?" "Excuse me, please wait a moment." No matter how humble you are, whether you are a Unicom user or not, you will be attracted by this kind, warm, patient and thoughtful service as soon as you step into the business hall of Ximeng Unicom Gaole Times. Sales staff are neatly dressed and full of energy, and are quickly handling business for customers; Smiling salespeople in the breeze and drizzle are patiently answering customers who come to consult.

"Service is the lifeline of enterprise's survival and development!" . Since 20XX 10, 29 members of the Gaole Times Business Hall of Ximeng Unicom have carried out this promise with solid business and high-quality service. They have integrated their work with the overall situation, management and service, and created a "national customer satisfaction telecom service team" with pragmatic style and service, so that customers can truly feel the "free Unicom" of China Unicom. The main measures are:

First, establish a "high" word, and always regard customer satisfaction and dissatisfaction as the "first duty"

A person should have a little spirit, and so should a department and a team.

Have some spirit. Without spirit, there is no motivation and determination. The 29 employees of the team always keep this clear head. We often say that only by taking users' happiness and unhappiness as the "first duty" can the work truly reflect a high standard.

The first is to improve ideological understanding. We are soberly aware that with the development of market economy, today's China Unicom of Ximeng will not only compete with the old brand "China Mobile", but also with all telecom industries. In the fierce market competition, without the first-class service grade and level, it is bound to be difficult for Unicom people to adapt to the development of market economy if they want to maintain a strong development momentum. Only by striving for the "National Customer Satisfaction Telecommunication Service Team" as an opportunity, pushing our service to a new level, providing customers with better and more civilized services, and exchanging our sincere services for the sincere support of customers, can we ensure that Unicom people have the initiative in the fierce market competition and stand out in the same industry.

The second is to strengthen professional quality. The improvement of awareness is the driving force of action; This has aroused the enthusiasm of all employees to participate in the creation. They realize that the quality should not be too hard, which is not only related to the mental state of a branch of Ximeng, but also related to the image of a business hall. How to strengthen quality construction and improve work efficiency from the system? We are not shouting slogans, but putting measures into action. In addition to normal working hours, after work, we work hard to learn all kinds of business knowledge and accounting system. At the end of each month, we have a monthly examination of our business knowledge and basic computer operation this month, which not only greatly promotes the enthusiasm of all employees to study hard and think positively, but also helps to deal with many problems after China's entry into WTO.

Challenge, work to a new level and laid a solid foundation.

The third is to meet the needs of users. In order to meet the needs of users, we take the initiative to put ourselves in their shoes, think about what users think, worry about their urgency, take users' affairs as our own business, and position the selection criteria for the quality of works on whether users are satisfied or not. Facing every user who comes to Gaole business hall, we help every user with sincere smile and patient and meticulous service, making users feel at home.

Second, establish a "real" word and always regard customer satisfaction and dissatisfaction as the "first signal"

In recent years, they regard customer satisfaction and dissatisfaction as the "first signal" of their work, recruit and win the trust of users, carry out in-depth creation activities, and formulate a set of practical implementation plans, such as the commitment service system, the first inquiry responsibility system and the time-limited completion system, and constantly lead the creation activities deeper.

The first is to implement the promised service system. In the past two years, the etiquette standard service system and the first question responsibility system have been implemented one after another, which not only facilitates users and the masses, but also improves the image of Unicom people. Last September, following the first inquiry responsibility system, we introduced the promised service system. The responsibilities of the window, the standard of a telephone call, the name and photos of each staff member are clearly defined in detail, and the words, deeds and attitudes of answering the phone are posted on the wall, which is clear at a glance. In terms of working time limit, the time for public commitment is lower than that stipulated by the state and superiors. The time limit for mobile phone callback is 12 hours; Simple complaints should be handled immediately, and general complaints should be handled within 24 hours. This municipality has the right.

Generally, it does not exceed 12 hour.

The second is to implement the system of special affairs. In recent years, they started with breaking through the traditional thinking, looked at themselves from the customer's point of view, changed the service of "You call Unicom to pay the bill" and implemented the special service system, which enabled customers to obtain extremely satisfactory returns on consumption value in the consumption process and better met the special needs of users. This year, the large-capacity SIM card service was replaced for old users free of charge, which made users with less SIM card capacity and more telephones more affordable.

Third, the star service system has been implemented. The creation work should not stay in words, but should be implemented in action. In order to make this work always innovative and unconventional, we have implemented a star service system. On June 5438+ 10 this year, we implemented the system of "Star Account Manager" and "Star Service Star" to assess the service and basic business knowledge of sales staff, the performance and basic business knowledge of account managers, and make our service by going up one flight of stairs.

Third, establish an "excellent" word and always regard customer satisfaction and dissatisfaction as the "first standard"

In practice, they realize that only based on the word "excellent" and realizing three zeros can they "impress people with warm service, be close to people with cordial service and attract people with efficient service" and truly enhance the image of Unicom people serving users.

First, the service pursues "zero distance". "Zero distance" service refers to being closer to users and convenient for users and the masses in terms of service methods and means. for

In this way, they introduced some measures in the lobby, such as free refueling service, one-stop service, world-class customer service and lobby guidance service. Although the work is hard, it has narrowed the distance with customers.

Second, the business pursues "zero defects". In order to pursue "zero defect" in service, we have specially opened up a number of functional areas, such as customer rest area, new business exhibition area and personalized service area. The rest area is equipped with touch screen, TV, water dispenser, printer and other convenient facilities, providing customers with a warm service environment. It also stipulates that whether Unicom users or not are treated equally.

Third, the work pursues "zero complaints". In the past two years, based on the principle of "standardized service, personalized service and diversified service", we have continuously deepened our service activities according to the requirements of service content. Earnestly strengthen the after-sales work of products, often pay a return visit to target customers, summarize, analyze and improve in time, so as to improve the service and basically put an end to complaints about service attitude and service quality. In the city's communication enterprises, it is the first to implement the system of double refund of wrong fees. A suggestion book was set up in the hall, but there were basically no complaints in the past two years, and the satisfaction rate of opinion polls reached over 98%.

No pains, no gains. Efforts have brought fruitful results. A hundred feet of work has gone further. Twenty-four players, a group of young people with an average age of less than 24, silently dedicated their youth in ordinary posts.

Article 2: Satisfy 100 the deeds of the service star team.

The sales and service elite team of Alashan Zuo Qi Tuozhongwang Wool Products Co., Ltd. strives for the deeds of "pioneer workers"

As the grass-roots department of Alashan Zuo Qi Tuozhongwang Wool Products Co., Ltd., there are a group of young people with 6 employees, with an average age of 30, who undertake 80% of the company's sales tasks. They are busy and have great responsibilities. All employees in the business hall always adhere to the theme of "customer first, service first" and constantly improve their service marketing level. We are full of confidence and enthusiasm. Through the wisdom of the team and the joint efforts of * * *, we promote the corporate culture and service culture of "King of Camels" to the vast number of users, constantly improve the excellent service culture and concept in our work practice, and maintain the image of "King of Camels" in the hearts of customers with a brand-new look, which embodies the professional spirit of "Camel Wang Ren" in pursuing excellent quality. 20 1 1 won the first prize in the company service competition, and 20 12 won the title of excellent team, advanced trade union collective and advanced collective; 20 12 ranked among the best in service assessment for four consecutive months, and achieved a turnover of12.88 million yuan in 20 12 years.

First, establish a good mental outlook and external image.

First, strengthen hardware construction and enhance the external image of the business hall. The business hall attaches great importance to the creation of the "vanguard of workers" team, and puts this work on the important work schedule of the business hall, so that the activities can be carried out systematically, orderly and effectively. In terms of hardware, the doors and signs of the business hall are uniformly arranged, which makes the facilities configuration of the business hall more standardized and standard; At the same time, in order to meet the different needs of different customers, the business hall has a business area and a customer lounge according to its own business characteristics.

Product promotional materials shelves have been set up in the information area and other areas, and exquisite regional logos have been made uniformly; Humanized service has narrowed the distance with customers and greatly enhanced the external image of the business hall.

The second is to strengthen services and improve customer satisfaction. The business hall is the sales department of our company, the window of service, and represents the corporate image of Tuozhongwang Company. First of all, we should make sales according to the service process and improve the service attitude. This kind of service attitude is heartfelt and makes customers feel cordial. In this respect, we should start with the sales staff at the front desk, including their words and deeds, improve their comprehensive quality, gradually establish and improve various assessment systems, and remind unqualified sales staff from time to time and correct them in time. Fully cultivate sales staff's awareness of active service, strictly guarantee the service quality of the business hall window, realize 20 12 years of service quality without complaints, and continuously improve customer satisfaction.

Second, comprehensively improve the professional quality of employees.

In order to occupy the dominant position in the increasingly fierce market competition, in view of the current fashion trend and consumer psychology, the business hall has constantly put pressure on itself, and formulated the first-inquiry responsibility system, the salesperson performance appraisal system and the business hall on-site management system to promote the benign development of work style.

First, the first question responsibility system is implemented. Customer satisfaction is the only criterion to measure service, which requires our sales staff to provide not only standardized services, but also flexible services. The first salesperson who receives customers should handle all the questions raised by customers in a package and treat customers with special needs in a special way.

The second is to change work consciousness. In the face of boring business work, seek a battalion

Employees should always treat customers with a pleasant mood, play a young and energetic role, actively create a relaxed working environment, and change passive service into active service. According to the evaluation results of customer satisfaction, the service star is selected once a month, so that everyone has an upward spirit of pursuing murder, and the passive service consciousness is transformed into active service consciousness.

The third is to carry out a one-sentence marketing campaign. Sales staff directly face users, and we ask sales staff to say one more word when selling and take the initiative to publicize and introduce our products to users. There should be customer evaluation records, and inspection and supervision should be carried out by means of monthly spot check and quarterly assessment, and the assessment results should be recorded in the assessment results of sales personnel.

The fourth is to take satisfaction as the standard. In order to meet customers' needs, think about what customers think and worry about, take customers' affairs as their own business, take customers' satisfaction as the primary responsibility, and take customers' satisfaction as the standard for choosing good or bad work. Every employee in the business hall has his own set of methods to serve different customers for young, middle-aged and old customers, and summarizes the service process of "one look, two questions, three introductions", that is, judging the type by observing words and feelings, receiving customers with the right medicine, asking in detail about the needs, introducing recommended products in detail, and finally handling them as required. One day in June, 20 12, a lady came to the business hall, and Ying Tao, the shop assistant, immediately judged that this was a foreigner doing business. Because the climate is not suitable, he needs to buy a pair of camel hair pants to keep warm. After patient and meticulous introduction of various types of camel hair pants, customers have bought satisfactory products and won the recognition of customers.

Third, the service level is constantly becoming stronger and bigger.

The demand and requirements of society and consumers for service industry are getting higher and higher.

A large number of new services, new terms and new requirements brought by the transformation and expansion of mobile services have brought severe tests to the service of business halls. Qiemo County Sales Department keeps learning business knowledge through various channels to improve the comprehensive quality of sales staff and make the service level stronger and bigger.

The first is to improve the level by "cleverness". In the process of service, we should set ourselves a standard of "satisfaction 100" to serve the star-rated team, and promote the improvement of service level with "cleverness". Emphasize smile service, observe and remind each other through "smile observation" among colleagues; By installing a small mirror on the back of the counter service card, the time is standardized. As one customer said, "It's very comfortable to be here on business".

The second is to promote service improvement with "Excellence". The service pursues "zero distance", and measures such as filling-free service, one-stop service and on-duty guidance service are introduced in the lobby to narrow the distance with customers with quality service. At the same time, organize business elites to actively participate in the activities of "Information Technology Entering the Countryside" and "Winter of Science and Technology in Qiemo County" organized by the Autonomous Prefecture Information Office, publicize products such as Nongxintong, and expand the company's influence.

The third is to achieve business improvement with "innovation". The intensification of market competition puts forward new requirements for services. Qiemo County Sales Department moved to the site to provide users with "one-stop" service. In 20XX, I took to the streets, entered the community and went to the countryside for 20 times, and carried out free services such as mobile phone maintenance and business promotion, which greatly improved the service affinity and promoted the business development.

It is our duty to serve you, and your satisfaction is my greatest honor. Qiemo county sales department has 6 people, with solid business and excellent service.

We have always taken this commitment as the pursuit goal, running through every link, and let customers truly feel the service concept of China Mobile with pragmatic style and service. Success by heart, no pains, no gains. Because of the intention, the sales department of Qiemo County has created extraordinary achievements in ordinary posts; Thanks to hard work, Qiemo County Sales Department learned how to treat people and grow up step by step. The business department of Qiemo County will unite as one in the future work and make greater progress in the activity of creating "Satisfaction 100" service star.

Article 3: Application materials for "Satisfied 100" star team

"Satisfaction 100" Service Star Team Deeds Materials

The government and enterprise team of XX Company has 13 members, which is the window and link of the core value customer group of XX Mobile Service Company. The average age of the team members is less than 30 years old, and it is a small group full of vigor and cohesion. Under the cordial care and leadership of the company's leaders, all team members unite as one, help each other, make positive progress, silently embody "love their posts and dedication" in their usual work, and have achieved excellent results, won the trust of our customers and won various honorary titles. In 20XX, it won the honorary title of "Advanced Team" of XX Mobile Company, the honorary title of "Worker Pioneer" at the provincial level in 20XX, the "Learning Team" in 20XX, the "Youth Civilization" of the municipal company in 20XX, the second prize of "Advanced Unit" of the group customers of the municipal company in 20XX, the first prize of the group customers' all-business competition and the second prize of the Cai Yun government-enterprise special competition.

First, lay a solid foundation for work and improve service capabilities.

In the work, by strengthening the ideological guidance of employees, focusing on improving the business environment, constantly strengthening daily management, and effectively improving service capabilities, we have laid a solid foundation for the work of "serving the star team".

In daily management, we constantly strengthen and improve the incentive mechanism for service work, and actively carry out the selection activities of "Star of Service Position" and "Expert of Business Position". According to the completion of production indicators, customer feedback, business test scores and the implementation of various systems, the advanced individuals selected were rewarded, which greatly mobilized the enthusiasm of employees; Combined with the common problems in service work, the record book of business common problems was established by ourselves, and the work efficiency was greatly improved by standardizing service. certain

The strict inspection system has improved the complaint handling process. It is through meticulous work that the number of complaints has plummeted, and the letters of praise and thanks from customers have been increasing, effectively promoting the improvement of customer satisfaction.

In terms of service ability, the team made a systematic training plan by itself, held various training courses such as etiquette training and service training for many times, organized examinations regularly, and conducted learning competitions and irregular business skills competitions through monthly business examinations organized by the center to reward employees with outstanding achievements. Team meetings are held regularly every Monday, and team members take turns to give lectures, and everyone exchanges learning methods and business skills. This can not only improve the overall quality of the team, but also cultivate the sense of ownership of the team members. Make the team form a learning atmosphere of catching up, helping and surpassing.

Second, build quality service and improve customer satisfaction.

As a grass-roots organization active in mobile companies, it is the top priority of our team to do a good job in group customer service. A thoughtful greeting and considerate care will make every customer feel the warmth of the family. So how to make strangers and acquaintances the same has become a long-term problem in the service industry. To this end, before the end of the morning meeting every day, every member can tell a little anecdote and joke that happened around him. After a burst of laughter, everyone started a day of service, so that every customer will definitely feel our sincere smile. As the saying goes, everything is difficult at the beginning. If we do a good job of serving every customer, then the service work of the day will be handy. In addition, family service is also a highlight of our team service. For example, an old man surnamed Zhang, whose mobile phone number is 13875 16xxxxx, is a non-4G user. His children and grandchildren are in other places, and he is often depressed because he misses his family. After learning about the situation, the account manager Zhou repeatedly solved his doubts and recommended a 4G terminal with reasonable price.

Finally, download mobile phone software such as WeChat and Tencent News. , so that the elderly can chat with their children and grandchildren at any time to solve the suffering of lovesickness, and they can also keep abreast of national news trends and solve boring needs at any time. Because it was the first time to use the mobile phone, I couldn't operate it, so I wrote down the specific operation method of her mobile phone and gave it to the old man, who was very moved. Later, I went to the company for business trips many times and appointed her to serve them. Everyone praised the mobile account manager for his good service. This year's Dragon Boat Festival, the old man went to the office to send zongzi to the account manager, saying it was for the children at home. Excellent service not only won the recognition and praise of customers, but also made us gain a happiness.

Third, expand their own advantages and pursue self-transcendence.

We actively advocate the concept of "empathy and happy service". When asking the account manager to provide services, we should first stand from the customer's point of view, and also carry out "on-site service day" activities in the group units, and put forward the existing problems and improvement measures in the service from the customer's point of view. Through empathy, China Mobile's service concept is closer to customers. Regular rotation training will provide employees with more opportunities to show their talents. We have adopted the method of "one question a day, one exam a week and one evaluation in January" to improve our business ability, and also launched the "self-evaluation of service cases" activity to mobilize employees to troubleshoot service problems themselves and actively put forward opinions and suggestions on improving services, so as to comprehensively promote the improvement of service level. Everyone is a versatile business generalist, which effectively promotes the improvement of the overall service level. Hold regular employee communication meetings every month. At the meeting, problems in work, life and study can be spoken freely. For the problems that need to be solved, the team can get in touch with the leaders in time and actively solve them. For example, some employees put forward at the meeting that they hope to improve their business marketing level, and some employees put forward slimming plans. We have contacted the company's internal trainers to give lectures on improving business ability, contacted the trade union fitness club, signed up for fitness training, and strived to meet the needs of employees and let them happily devote themselves to their work.

Fourth, innovate management mode and build excellent team.

In order to stimulate employees' enthusiasm for work, cultivate their sense of ownership, and give full play to the intelligence of all team members, we actively tried the innovative approach of team "point system" management, opened up a happy water bar in the rest area, and contributed to the dribs and drabs among colleagues in the form of small notes, which narrowed the distance between colleagues. In the office area, a praise wall with the theme of "shining star" was set up, and the awards of attention, best angel and best golden idea were selected. The winners give their most beautiful photos, so that every employee and everyone who walks into the office can feel the great warmth brought by this small team. Organize the activities of "reading and watching theme salons" and carry out learning exchange activities, which stimulated the patriotic enthusiasm of employees; Set up a team activity day and organize team members to do some meaningful activities on the activity day. Under the leadership of the director of the center, we helped each other, United, kept forging ahead and made positive progress. In particular, it advocates learning from many advanced individuals, excellent service stars and trade union activists who have emerged in the work and achieved good results.

All members of our team should be persistent, persistent, restless, fearless, passionate and down-to-earth in their future work. We should keep our passion for doing business, keep our enthusiasm and hard work, enhance our sense of crisis and responsibility, consciously meet and accept challenges with the spirit of being masters, and fully believe that China Mobile will always be the best in the future competition!

Our common aspiration is to "reassure leaders, comfort customers and give ourselves confidence".

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