北京联通3g服务领先落实情况（Beijing Unicom 3G service implementation of the lead）.docVIP

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北京联通3g服务领先落实情况（Beijing Unicom 3G service implementation of the lead）.doc

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北京联通3g服务领先落实情况（Beijing Unicom 3G service implementation of the lead）

北京联通3g服务领先落实情况（Beijing Unicom 3G service implementation of the lead） Beijing Unicom 3G service implementation of the lead, Beijing Unicom 3G service implementation of the lead China Unicom Beijing branch Wang Chuanbao Since the 2009 3G business trial operation, Beijing Unicom to seriously implement the 3G service leading action plan, in accordance with the group service to the general requirements on a new level, the full implementation of the level of service to enhance the project, to achieve the 3G leading service, and 3G service as an opportunity to make the whole company business to improve service level. First, the development of Beijing Unicom 3G and the service problems faced by it Beijing Unicom 3G users to maintain a good momentum of development. At the end of November 2011, Beijing Unicom 3G mobile phone and wireless network to reach 2 million 276 thousand and 100 users in the network, from January 2011 to November 2011, the average monthly new 3G 197 thousand customers. In the rapid development of 3G users at the same time, mainly facing two aspects of service problems: first, a large number of high-end users from different networks, they will be from all aspects of benchmarking Beijing Unicom service level. Two is 3G business to bring good experience to customers, but also to service work brings new issues, such as traffic costs controversy. Two, 3G service leader work implementation (1) enhancing initiative service ability; 1, simplify 10010 query function, complete 6 times IVR optimization, customer service hotline self-service accounted for 6 percentage points, and print Beijing Unicom self service manual, for 3G users to provide convenient self-service. 2, the spirit of unexplained miss, miss, unclear responsibility problem does not change no principle, the implementation of special rectification issues long wait for average serious impact on the customer perception of the business hall, through the dynamic adjustment of business window, the formati