Operators earn so much money, do not have the nerve to say no pit customers?

CCTV has been in focus talk show two batch operators, one is China Mobile, one is China Unicom, and the weekend, a self-proclaimed Xinhua news agency reporter also shelled unicom embarrassed customers of several crimes, pointed out eight pits. Year-End Suiwei, originally three operators want to make a good summary of the results, this is all messed up.

Many operators of the staff feel very wronged, these years of hard work, honest overtime, and years of wages do not rise, why not be socially understood? In fact, vinegar from which acid, salt from where salty, the community scold operators are not unreasonable, the points out of the various problems are years of chronic disease, but has not been fundamentally resolved.

Earn so much money, the nerve said no pit customers?

China's communications market is indeed a monopoly, is the state-owned enterprises monopoly, even now have a virtual operator, there is not much change, but this monopoly a little wonderful. In the general understanding of the people, monopolies are high above the orders to charge monopoly excess profits, but three communications operators are playing the Life-and-death, employees are many living in the bottom of society.

But even if the operator's employees grumble, three of the operators ' profits are enough to shock the market. Although China Mobile has started to decline in profit growth since last year, the trend of receivables and profit growth has not changed. Earning 300 million a day is known to all the people of the country. As the saying goes, wool out of sheep, if not "pit" customers, how will earn this much money?

At this point, Tiero is a model, annual losses, and annual grievances, and not as operators as the so-called continuous price reduction but profit growth, in recent years no longer blatant price increases, but by changing the way of high-speed train prices, the pressure on social public opinion is much smaller.

Make too much is wrong, we also want to do not understand, why operators to the stigma of making every effort to make money, even at the customer's private business to deceive?

Overlord clause does exist, not to be exposed how to resolutely do not change?

China's communications operations from the cause of the transition to the enterprise, but also from the monopoly of a single operation to develop into more than one enterprise competition operation, so, inherited a lot of the original era of the drawbacks.

In the decades of development, although it has been changing, but the inherent old problems still exist. Moreover, most operators in the light of a solution to a principle, very little initiative to take care of customers, before the customer found the problem solved. As for the damage done to customers by the original rules, there are few examples of compensation for customers.

Take the flow of Qing Zero said, before the customer proposed, operators feel that the world is a matter of course, and when the customer put forward can drag and drop, until really dragged down, just had to find a way out. At this time even if resolved, there will not be a customer to identify the operator of the good, can only feel is late.

Whether broadband or fixed, the operation of the time is relatively long, old telecom and old Netcom left a lot of historical problems, especially in the user downtime, transfer and so on, business rules is really troublesome. Know will provoke a Sao, grass-roots will adhere to the principle as an excuse for the implementation of those who have no hope of the system, the end is to annoy customers.

Operators of the grassroots in order to complete the task assigned by the superior, but also have to be so vexatious, and the upper level is often less familiar with the situation below, thinking that the peace, virtually everywhere are reefs. So, as long as it is a little special point of the situation, will certainly lead to customer dissatisfaction, in the final analysis is to a little petty. Of course, not only operators do this, you look at the railway, if you lose the ticket, you will know how bad the railway rules!

Many places, operators are holding the attitude of lose, as long as not to be exposed, the first endure, the results of a one-time was grilled pieces.

Agent Management Confusion, how can the accident off the relationship?

Agent is difficult to pipe is all the market enterprises are clear things, and operators are a large number of agents, management difficulties can be imagined, more frightening is that some agents become operators to display flexible means of a good tool.

In order to complete the task and the pursuit of efficiency, agents of the intelligence is absolutely superior, the invention of a variety of means can be declared Guinness, and local operators companies will use these agents to complete their own business objectives, so, with the Customer ID card open a number and so it is not surprising, Because they need to be raised to cheat operators of subsidies and commissions.

Therefore, many customers find their own documents are used, and even opened a lot of cards, these cards used to do fraud is not likely, and deceive operators management is the real purpose, but the customer will be very angry, you cheat your money, why take my ID card to mischief?

Operators have been strict, but helpless superior company assigned to the task volume is too large, sometimes can only open one eye closed, and even need to take the initiative to send arms or give help, eventually annoyed the client, but he fell a throwing, spent the money was scolded.

Service investment is quite the opposite, the money is mostly water drift

To be fair, three of operators in the service of investment indeed a lot, whether it is human or material resources, but these inputs are rarely effective. While a group of people are doing service improvement, another group of people is destroying the results of the service, while dealing with all kinds of complaints, creating more colorful complaints.

Over the years, operators have spent most of their service spending on solutions to the problems that have emerged, rather than in the value creation of product design, maintenance and customer experience. Those who make the queue more comfortable, drink more warm, smile more standard service, should be said to be the communication business stage of thinking, and modern customer needs of the core quality of services is too far. Excessive service is not a good service, if you provide services are trivial, the core of the user benefits are not the fundamental maintenance, seemingly invested very much, but the effect will be very poor.

Operators on the mobile internet, social media and media services in the context of Word-of-mouth completely ignored, or understand it is difficult to take corresponding measures, so again and again by the tens of thousands of people reviled the cusp. To say something specific, this time whether it is China Mobile was shelled, or the Chinese unicom was accused, did not see an operator of the highest level of corporate leaders to apologize or statement, are in the form of corporate statements to respond, completely unable to keep pace with the actual social public opinion. At this point, it is not as open and progressive as our national leaders have shown.

To sum up, operators when they encountered complaints, especially by the large media shelling, panic to take decisive action, early what to do? Operators are scolded more is not what lies in the gun, earn so much money, not scolded are not the heavenly! Not actively adapt to market services and the changes in public opinion environment, just let the "company" this shell to carry, how can dissolve the grievances of the common people? Wake Up! Operators, dare to do, like a man to do some practical things!