Journalists experience China Mobile's largest flagship business hall

China Mobile Sichuan Company soaring Bridge Business Hall was born in August 2004, is located in Chengdu City, no. 1th, elevated Bridge Road. Business Hall covers an area of 3,000 square meters, is the West China Mobile's largest flagship business hall, the service radiation population of 700,000. Business Hall existing staff 88 people, including 72 members, party members 2 people, college education 75 people, undergraduate education 13, the average age of 22 years, is a member of the main vibrant young team, in order to enhance their service level, improve efficiency, save the valuable time of customers, The business Hall has taken various service measures, not only has obtained the good social benefit, also often accepts the city and city leader's visit.　　3.15 on the eve of the reporter to China Mobile Sichuan company soaring bridge Business Hall, to explore the different service experience. Three services here to the service of intimate communication "to have a voice, ask a voice, go to send Sound" is the China Mobile Sichuan Company elevated Bridge Business Hall of Standardization Services, reporters walked into the hall to hear the service staff whispered greetings, "Welcome, may I help you?"　　"A simple greeting instantly narrowed the distance between the customer and the service staff, then there is a guide Service staff one-on-one to guide the reporter to conduct service consultation, enthusiastic to ask the reporter's communication needs, and will guide reporters to the corresponding business reception desk. Reporters at the scene, the entire hall has more than 20 business reception desk, there are more than self-service service points. In each self-service service point there is a full-time shopping guide service personnel, they can effectively ensure that each customer can quickly and easily find their own required business processing area, while allowing customers to deal with their own business, in the first time to obtain a detailed understanding of the delivery of magazines and water for customers, Allow customers to enjoy high quality service while waiting, save customer consultation and waiting time, in addition to help customers understand the use of self-service terminals, so that customers in a limited time through self-service terminals effective and efficient business,　　At the same time, the business operation methods as well as the business process and attention to the details of the display in front of customers, so that customers can not only understand the business, but also the concept of efficient and convenient promotion, at home can control the world. The relevant official in the business Hall told reporters: "For incoming customers in the business hall at the gate set up service Advisory desk, by the full-time service consultants to the customer into the hall, in the first time to greet customers, and understand the needs of customers and at the same time to guide customers to the recent operations to deal with the needs of the business, which helps improve efficiency, For the user to save time, the three-voice service throughout the service flow, so that customers here to have a home experience. "Terminal here is the electronic channel convenient service in the soaring Bridge mobile business Hall, in addition to service staff enthusiastic service, the reporter also found that many in other business hall is difficult to see the terminal equipment, in the lobby desk behind there are two big mobile phone shape of the IDs Interactive publishing system," We call it LCD touch screen. " "These two 40-inch LCD TouchOn the screen can not only carry out business experience processing, can also understand the business process, self-help details of a single inquiry, self-service selection, self-service payment functions, "the best to play is still able to find the latest electronic DM single, you can be the latest promotional activities DM single promotional page directly downloaded to the mobile phone, easy to check."　　"In addition to the two giant LCD touch screens, there are several regional settings have electronic channels, users can easily complete the selection of electronic channels for processing, inquiries and business details of the bill, payment, even China Mobile G3 terminal parameters, price understanding can also be called" timing system "electronic self-service terminal inquiries. In the lobby of more than 20 business reception stage has more than 20 professional service staff for the user to transact business, unlike other mobile business, these platforms have two computer displays at the same time, "we call this a dual-screen service, and the user-oriented display will appear with the work number and name of the service person, To facilitate the user's supervision of our services. Also display the latest business promotions and advertising information to help users wait for business clearance to pass the time.　　"Reporter found that the entire business reception platform is quite neat, a dual-screen service not only reduces the desktop staff card, but also a lot of DM leaflets, such a situation is also reflected throughout the hall." Due to the efficient use of electronic self-service terminals, all the staff in the hall work in a well-organized situation, and a lot less in the hall of all the various DM single, "Business rich, promotional activities, so the traditional office in general have a large number of DM single page, not only waste paper and environmental protection." With the use of electronic self-service terminals and dual-screen services, our DM single usage is less than the previous one-tenth. "The use of electronic self-service terminals not only reduces the use of DM orders, also greatly improve the efficiency of service, it is understood that high Bridge mobile business Hall monthly new data service users up to more than 7,000 households, the average monthly business volume of more than 60,000 pens, the lowest flow of people in more than 30,000, that is, from 8:30 A.M. to night 7 o'clock, At least 2000 people in the business hall, "if there is no electronic self-service terminals, we have to increase at least half of the business reception desk, especially the new data business users will need to understand the business, the time spent longer." "It requires 99 points here to be a pass." Because of the soaring bridge mobile business Hall is the largest flagship business hall of China Mobile, so the service personnel requirements are very harsh. "Our staff here are relatively high quality, not only the requirements of academic qualifications, as well as service attitude, business familiarity and other aspects of the requirements, but also according to the different stages of the volume of business to set different forms of service innovation." "Due to the number of business transactions per month, according to statistics, the service staff of the Office according to statistical data analysis, in response to the end of the month, the hall for business customers more than the situation, high Bridge business Hall set up special services for fast access, such as payment fast access andPrint the invoice fast channel, save the customer's business processing and wait time. "At the beginning of the month to pay a lot of users, the month card users more, the end of the month is to change the tariff package of users particularly many, these are we through the service data statistics and analysis." "The reporter learned that the elevated bridge mobile business Hall has also been two confirmed, each transaction after the customer will receive business for the prompt message, once again on the business of customer introduction, so that customers to the business for two confirmed and evaluation of this service, To ensure customer benefits while improving their business service level. At present, the confirmation means has been opened for one year, satisfaction has been more than 99%. "The assessment of the service staff is very severe, more than 99% of the satisfaction is passed, otherwise not only with the income link, there is the risk of elimination, but this year has not failed to pass the situation."　　"Due to the high quality of personnel equipped, at present, elevated Bridge mobile business Hall has become a city for the transfer of talent base, the staff structure to maintain a reasonable flow, not only have other business hall arrangements for staff to learn to exercise, but also will be excellent personnel sent to other business Hall to do the lead pacesetter, become the province mobile business hall of talent base. User Rating: The time cost is only before one-tenth Ms. Lei lives the soaring bridge Luo Fu family, because of the soaring bridge mobile business Hall is very near, therefore often handles the mobile service here, the reporter in the scene to Ms. Lei to carry on the interview, Ms. Lei told the Reporter: "here handles the business to have almost 5-6 years, On the one hand because it is very close to home, on the other hand because the business is very convenient and quick. According to Ms. Lei, in recent years due to frequent access to High Bridge mobile business hall, so the change of the business hall is very understanding, "before the time to fill out a few lists, to understand a variety of business and processing will take almost 20 minutes of time, and now only need to fill out a list, Need to understand the business also do not have to find service personnel introduced, can be from the hall of a variety of intelligent terminal System to understand the processing, a total of time only a few minutes, the time cost of the previous one-tenth. "Ms. Lei is particularly satisfied with the intelligent Terminal Self-Service system," whether it is the choice of numbers or fees are very convenient, not only save the human cost, but also greatly improve the efficiency, user-friendly. "She believes in the business Hall to deal with peace of mind, worry. And through these years of intercourse, Ms. Lei believes that the elevated bridge mobile business Hall will be more and more perfect service, "because of the good service here, high efficiency, a lot of people are accustomed to come here to deal with the traffic, the volume also greatly increased, I heard that the next step here will also add arranging system to ease the increase in customer service pressure They have indeed been improving for five or six of years. "Huaxi Metropolitan newspaper reporter Hua