The working hours of mobile 10086 manual service are 24 hours. But only emergency services are provided from 22: 30 to 8: 00 in the evening. During the night service, 10086 only provides emergency services such as downtime and fault declaration, and other services can be inquired and handled through self-help methods such as automatic voice, SMS business hall, online business hall and handheld business hall.
10086 customer service hotline provides users with professional services such as business consultation, business acceptance, complaints and suggestions on mobile communication 24 hours a day through manual, automatic voice, short message, fax and email.
When you want to inquire about China Mobile's basic policies, business knowledge, new services, billing and other issues, reflect the improvement of mobile network communication and service quality, or make comments or suggestions on China Mobile's services and services, you can also dial 10086 and press 0 to transfer to the manual service desk.
Responsibilities of human customer service
1, providing timely and effective answers and help.
As the first stop when users encounter problems in the process of using mobile communication services, manual customer service system needs to be able to respond to users' queries and needs in time. Whether it is about bills, package changes, mobile phone function operation or other common problems of users, manual customer service should be able to give users clear answers and guidance.
2. Handle user complaints and feedback.
As a mobile communication operator, China Mobile receives complaints and feedback from a large number of users every day. These complaints and feedback may involve communication quality, service attitude, cost disputes and other aspects. The manual customer service system needs to be able to accurately classify these complaints and feedbacks and hand them over to the corresponding departments for processing in time.
3. Accumulate and analyze user data.
In the daily service, the manual customer service system will collect a large number of users' queries and demands, including the types of users' problems, solutions, satisfaction and other information. By sorting out and analyzing these data, China Mobile can deeply understand users' needs and demands, so as to optimize its own products and services.
The above contents refer to Baidu Encyclopedia-China Mobile Communications Group Co., Ltd.