China Unicom Sister Grumble (Classic)

The first thing I want to say is this: This is a 100% true story.　　It's darker than the night.　　I am an ordinary operator from Beijing Unicom 10010 Customer Service Center, which has been working for nearly two years. Today's service industry is not good to do, the user is God? No, more real than God, the user is grandpa. We are the legendary grandchildren. With a sound: "Hello, Beijing Unicom" We are beginning to meet the unknown challenges.　　We really want to do a good job for users, but always backfired. The beginning of the month, of course overtime, only because the clearing department of China Unicom is not flattering, no one months to ensure that there is no problem, the main problems are: should not stop the mobile phone downtime, users can not hit the phone, the stop did not stop, to the user caused more than expected costs, pay the fee but not to the user boot, want to recharge the recharge card? Dream！ There are a variety of package costs transfers confusion, the package cost of the transfers no transfers, the charge in the package is additional to the cost of a single meter, dozen of the city telephone by long-distance billing, repeat charges, there is a telephone more than 5,000 minutes of the ultra long Distance single. A large number of users of the advisory phone calls like the Indian Ocean tsunami on the way. We are Huang, want to block loophole. Listening to the user to tell us a lot of inconvenience, heavy losses, we explain the language they feel no confidence. More depressing is: all the above errors can not be admitted, we must be able to cheat on the cheat, because we lead the stick, we unanimous: billing no problem, the system is busy, please wait and try again. Of course, there is no deception, we will say "this issue will be reflected to the relevant departments, inquiries and then give you a reply" and then record the complaint form, by the reply to the person to display the advanced Tathagata palm of the responsibility to shirk, OK.　　So at the beginning of the month, we feel as painful as Shaoyun. This is the user reasonable time, that user unreasonable? Needless to say, presumably last year, the guy who asked founder to give a laptop for humanitarian reasons is still fresh in his memory, and this year's network of rumors about Dalian 1860 received the SIM card was eaten by the cat, asked the mobile company to resolve the recording.　　All exposed the user unreasonable when customer service pain. Some people may say, you earn is that money, all these things, you should suffer.　　That good, put aside the user does not talk, I say that outsiders can not see, give the dumb to eat coptis. Customer service has a famous saying: The user has the difficulty, must help. In the settlement department mentioned above (full name: Billing Information System Department), this phrase has been sublimated, that is, users have no difficulties, manufacturing difficulties to help.　　But the final settlement made, all the complaints. At the beginning of the month, users can not fill the value, we explain to the user system busy. Users to the bank fee, but not to the user, we still explain the system busy. This issue belongs to the billing information Systems Department, which is responsible for resolving them. But they never deal with the month. Once, a user in urgent need to use mobile phone downtime (no notice before the shutdown, the user has been paid in the bank but did not give the user boot), withHouseholds very anxious, we very understand, so the complaint is submitted to the billing information System department, I hope as soon as possible for the user to boot, there is the person in charge-Song Jiangwei, not to the user, handling the opinion is "do not know the beginning of this?" This work list is also mentioned? The reply person also has to contact the user to explain ... By the user malicious scold, want to cry no tears AH. There are plenty of examples, most recently on June 2, 2005. Every time Song Jiangwei, there is another called Song Geng, are so outrageous unreasonable, arrogant.　　They do not solve the problem, no apologies, put us in the abyss of misery and disregard, in this my heartfelt blessing Song Jiangwei, Song Geng, you have a son born without anus. Let's talk about internal management: What do you mean, no future? Tell you, from the recruitment training, to become a common operator like me, after the probationary period, the monthly salary under normal circumstances (attendance without error) more than 1600 yuan, well done, up to the monitor, a monthly salary of more than 1800 yuan, if again good, up to the reply group, full-time responsible for responding to user complaints, monthly salary of 1400 yuan. Yes, you did not read the wrong, dropped more than 400 yuan, the reason is: No night shift, no night aid, monitor allowances.　　So now there is a word between the customer service representatives: Do not do a good job, almost on the line, not to "promote" to the reply group.　　This is called the more good work the less promising. So say reply group bitter, some time ago, have several elite, rise to reply group, of which two girls cry for this, not willing, leadership, said reply group of people are elite, backbone and so on.　　But in the end there is still a girl would rather resign from the reply group, just forget, the remaining several people were cut 300 to 400 yuan of doom. The reply group is indeed the talented person, the language expression ability is strong, unreasonable can the cunning eight points, the thought agile, is good at using the sophistry the internal strength, grasps the Tathagata God Palm and the Dragon 18 palm and so on the essence martial arts, casually out one palm can push the responsibility to be all. Do not hesitate to be user complaints, but also insist: billing no problem! The network is not a problem! SMS can not receive and send out, maybe the other is moving the problem, such as the other is Unicom users, that is the problem of the phone itself! In a word: stick to the end, a dead bite, is no problem! Until the user is helpless. If the receptionist has Huang, Shaoyun-like feelings, the reply group is like Dongcunrui.　　The difference is: Huang, Shaoyun are to the overall sacrifice of individuals, but the enemy's guns still, need to rely on their comrades to solve, Dongcunrui sacrificed their own, is really the bunker blew up. Finish talking, reply, let's talk about quality inspection, as the name suggests, quality inspection is to check the traffic, reply to the quality of service of personnel, how they?　　It is said that they will go to their graves to spit, defecation, according to the male and female separate, and queue 5 hours to have the opportunity. The operator said every sentence, the first is not how to give users a satisfactory answer, but how to let quality inspection listen to happy, do not find the eggs in the bones. In fact, the biggest fault in quality inspection, not from the eggs (not hairy eggs) found the bones,But not fair, usually with their good relationship, big mistake small, small wrong without. The bad relationship with them ...　　Every day's work is the line in thin ice, escape, embattled, ten sides ambush, even if you have leaning against the Sky Sword, body with 18 palm, also do not offend the quality inspection group dog. There is a telephone director, a work in collusion with the quality of the job, they combine to crush customers to represent the most life goals, despicable is their nickname, Shameless is their real name, the limited life into the infinite oppression and exploitation. Want to do everything to pay, playing fair, fair, open banner, black-and-black operation, if pay more, you will not know why, then pay less, you will not know why. Looking for a theory? So you're not a fish? On Shirk responsibility, all unicom companies are masters, a district of customer service representatives, how can they have their internal force?　　Ask the financial, to the business director, questioning director, then to the quality inspection results, ask the quality of the concrete to make mistakes, said no mistakes, the company's human resources department on this set, clear to take us when users cheat. As an ordinary customer service representative, our strength is weak, our greatest resistance, we can only resign. Therefore, the monthly resignation, Unicom is also constantly recruiting new people, basically all are facing just graduated from school students. No social experience, better cheat. Always use some gorgeous language, finger in the mirror of the flowers, the moon in the water let us struggle, let us like the window on the fly, eyes are bright, but the road is not. For the increased workload, announced today, implemented today. For a raise, that's a beautiful lie. How many times has it been said that 1.5 has not been cashed. Finally added more than 100 yuan.　　But let us wait until the flowers also thanks. In China Unicom, every day, saying insincere words, with a hypocritical mask. Work in general is cheating and being cheated. No matter how unreasonable, whether to the user or to employees, will happen at any time, like Li Ning's slogan: Everything Is possible