青岛联通加强装维服务管理提升服务质量
近期,青岛青岛联通采取30分钟派单、联通低于时限要求按级督办、加强专职巡视检查等多项综合管理举措,装维质量有效提升了装移修机服务质量和效率,服务服务提高了用户感知度。管理
该公司装维部门严格执行30分钟派单制度,提升对投诉中心的青岛来单必须在30分钟内派出,不得在派单环节积压。联通根据公司制定的加强客户服务相关责任要求,细化分解服务指标到基层班组,装维质量做到人人重视、服务服务人人参与,管理执行对服务投诉的提升百分之百回访。制定了清晰严格的青岛升级督办规定和流程,对投诉、咨询和相关业务处理工单,按时限要求的1/4、1/2、3/4时间段逐步升级为业务主管、区域班长、分管副总和总经理三级督办督察制度,杜绝了超时积压工单。安排专职巡视检查督导人员对装维工作实施现场服务质量的监督检查,每天采取明查与暗访相结合的方式,对执行服务规范、文明用语、现场施工处理、用户预约服务守时和联通业务主动推介等方面进行严格的监督检查,发现问题及时提出改进并进行考核。通过以上措施,该公司装移修服务质量有了较大的提高。
(责任编辑:行业动态)
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