1, language communication ability:
(1) When talking with users, be careful, be rigorous, pay attention to art, and use the word "please" more often to make the tone more gentle; Try to use "sorry" instead of "sorry" when apologizing to users, which is more sincere; When users call to greet us and say "hello", try not to say "hello" again, but "what help do you need" instead; If you need to invite users to speak, you can use "please speak" instead of "you say"; Don't say abbreviations to users, speak in a complete and standardized way, and don't appear words such as "omission of insurance, investment promotion, agriculture, industry and commerce", or some sick sentences and inverted sentences. Speak at an appropriate speed. In case of old people or users with poor hearing, you should raise the volume and slow down the speech.
(2) When the user's electric card has problems and needs to be repaired, you should apologize to the user first. When introducing outlets, you can specify "Wait a moment, I'll help you find the nearest outlet", and explain the reasons for this phenomenon to users, reminding users to insert cards and send electricity as long as possible in the future to avoid this situation, so that users can feel that we are responsible for our work, so as to understand and cooperate with our work and reduce unnecessary disputes; When you receive a phone call from a user asking about power failure due to a fault, you should apologize to the user first and state that "it is our responsibility to ensure that you use electricity." If there is a fault, we will deal with it immediately, restore power supply as soon as possible, and reduce the inconvenience caused by power failure "; Because all banks' 24-hour electricity purchase outlets use' all-in-one-card' and have different names, so don't generalize when replying to users, it can be said to be' bank transaction card'.
(3) When answering the phone, be careful, pay attention to every word said by the user, comprehensively analyze the problems reflected by the user, find out the key, distinguish the responsible department that caused the incident, and solve the user's problems as soon as possible; Make it clear to users, don't ask users to do anything in a commanding tone, and don't casually promise or answer some uncertain questions and demands of users. Don't talk for too long so as not to bore users, put yourself in their shoes. Take the initiative when talking to users, don't just rely on experience, talk too casually, and pay attention to leave room for yourself when replying to users.
2. Business and problem handling:
(1) Newly-built residential area, asking about temporary electricity consumption:
It can be explained as follows: because the overall project of the residential area is not completed, developers can't wait until all the projects are completed before selling commercial houses, so they can only complete one and sell one. During this period, he didn't have the conditions to turn to formal power supply, so he temporarily used construction electricity to supply electricity to residents. Project completion does not refer to the completion of the whole building, but refers to the overall completion of residential projects, including gas, water supply and drainage, electricity, residential ancillary facilities and so on. The completion report is stamped with the completion opinions and official seals of the relevant units, and the complete coverage is considered as the real completion, and the relevant procedures can be handled in the power company.
(2) About the card refund meter:
It can be explained as follows: in the case of the overall removal of the electric card or the confusion of the electric card of the corridor light, a refund can generally be handled, and other cases will not be handled in principle, but users can directly contact the corresponding local outlets for inquiry if there are special reasons.
(3) About Shijingshan School Table:
If a user in Shijingshan District wants to check the electric meter, it can be explained that: because the school electric meter department works during the administrative period from Monday to Friday, if the user applies for repair in the morning, it can generally be arranged on the same day to avoid misunderstanding. This kind of work in other urban areas can't be arranged on the same day. If the user fails to handle the request after several days of maintenance, you can ask the user to contact the card meter calibration department of each company directly to make an appointment.
(4) When the user reports that the switch in the electric meter can't be turned off, be sure to check the power for the user. Regardless of the new meter or the old meter, the switch will automatically trip at zero point, and the switch will not be closed without inputting electricity. However, this situation is normal, so please buy electricity. If it is verified that this is not the case, please turn off all electrical appliances and leakage switches in the room and try again. Because household appliances and wires are easy to cause short circuits, the switch in the electric meter will trip or not turn off. Only by disconnecting the faulty line and closing the in-table switch can we accurately judge whether the in-table switch is faulty. But remember not to let the user try to plug in the socket, because the short circuit of the line may cause ignition, which will be dangerous.
(5) About the scope of planned maintenance power outage:
It can be explained as follows: because the power company's lines are complicated, whether it includes the user's area can not be determined for you immediately. We release relevant information to the public only for the reference of nearby residents. As a reminder, you can confirm it with the real estate unit, because since you live in this community, as a property or property right unit, you have the responsibility and obligation to ensure the use of public facilities such as coal, electricity, water and gas.
(6) If you receive a phone call from a user, it is reported that our personnel have a dispute with the user and injured the user at the emergency repair site for some reason;
It can be explained as follows: Although (more wonderful articles are from "Secretary Dont Ask For Help") someone was injured, and you have physical evidence at the scene, this kind of incident is not within our service scope. I suggest you take legal measures to find the public security organ or call 1 10 to find out the facts on the spot. If it is really the responsibility of our staff that causes minor injuries and the above consequences, our staff will bear the responsibility.
(7) If you receive a phone call from the unit electrician to report the internal fault handling, please ask our company to cooperate with the power outage and try to let the electrician handle it by himself. Because electricians have to hold electrician's books, they can only bring them after passing the professional examination of the Labor Bureau, so the holders must have low-voltage live working skills. If they really exceed the scope of electrician's ability, they will be rescheduled.
(8) Regarding complaints:
If you receive a phone call from a user complaining, you should first sincerely thank the user. "Welcome your valuable comments and suggestions on our work, which is conducive to the improvement and improvement of our work." Listen carefully to the content of users' complaints, find out the key problems that users want to solve, try to communicate with users and help them solve problems. But you can't blindly follow users. If there is a problem with the service or personnel of our company, it should be recorded, but if there is no fault at all, even if the user complains, it will not be accepted. For example, users need to bring proof of real estate to replenish their cards, but some users don't understand and want to complain, so they can explain to them. Bringing proof of real estate is also to avoid unnecessary corrections in the future. For the sake of users, there is no need to accept such complaints. For users who complain about power failure due to arrears, please try to explain relevant laws and policies to them, and pay off the arrears to avoid power failure. If users are not satisfied with other work of our company, they can call again after solving the power consumption problem to reduce the occurrence of complaints.
(9) It was found that some residents in Dongcheng District had knife switches in front of their desks. This switch is convenient for users to handle internal faults. Property rights generally belong to power companies and real estate units, and both parties have the right to deal with them.
(10) There are two buttons next to the indoor leakage protector. One is the reset button: when the line is short-circuited or leaked and the switch trips, press this button to close it; The other is the test button (marked with a T-shape): if there is electricity in the socket of the meter, press this button and the switch will trip. If there is no action, it proves that the socket of the meter may be dead. In general, users should do a trip test once a month to determine whether the leakage protector is normal.
3, work order processing, etc.:
(1) Since the assessment of the dispatching work order has started, the attendant should record the address in detail and accurately, and the contents should be concise and to the point, such as "Please check", "Electrician has checked", "Please contact first" and "Strong request". There is no need to fill in it, but it is important to indicate it. General maintenance orders should be filled in a unified format as far as possible, which can save our thinking time and facilitate the management of long-term value. Don't type wrong words and ill sentences, and try to hang them up after filling them out.
(2) The personnel on duty should maintain high work enthusiasm, make more use of their spare time to learn professional knowledge, consult modestly at ordinary times, and cooperate with each other and unite and cooperate with team members. For the usual problems or important information, we should record and summarize them in time to improve our professional level. Control your emotions at work and ensure the quality of your work every day. Abide by work discipline and don't do anything unrelated to work. Correct service attitude, change our service from passive to active, improve service awareness, and look at the problem from the standpoint of users.
(3) If the user has questions about the work order with existing results, don't listen to the user easily. You can help him contact the grassroots, and then explain to the user after understanding the specific situation. Don't talk to users casually, and analyze who is right and who is wrong.
(4) If there is no accident report, you need to transfer to the local customer service after receiving a call from the outer suburbs reflecting the power outage. After the transfer, you can click on the meeting to know whether there is a fault. If it is an external fault, you should report it to the shift supervisor and make an announcement, so that the person on duty who receives the call here again can make a convenient judgment.
The above three aspects are the problems and shortcomings that my team members usually encounter when answering the phone. Through the timely correction and strict supervision of Master Wang, we gradually mastered the relevant business knowledge and had a profound understanding. Only by integrating knowledge can we explain the service to users more clearly. In terms of dialogue with users, we have also changed many faults, such as spoken English, tone and intonation, dialogue skills and so on. , more and more standardized. Although we have made some progress this year, we are still far from answering every call perfectly. Whether it's business or service, we should learn from outstanding duty officers in other groups or service pacesetters in other units to improve our own quality.
Master Wang often takes the team members to study in kind at his convenience or in his spare time, so that we can master the relevant knowledge more simply and clearly. In the new year, we hope to have more on-site business practices, such as newly added network instruments, line bird repellers, user-side metering devices and wiring, as well as various business processes related to new communities. Now we only have a general understanding of the above business. If the user asks for specific information, we can't reply to the user. Through field study, you can have a deeper grasp and increase your business depth. Because I often meet some reporters or users with strong legal awareness calling to ask some questions, I feel a little hard when answering, and my speech is not rigorous, which makes it easy for users to take advantage of loopholes and cause unnecessary trouble. I hope to explain some common legal foundations. In the language of communication with users, we will continue to be strict with ourselves with high standards, provide users with standardized, thoughtful, enthusiastic and fast services, and ask Master Wang to supervise and guide us.