这个客户不一般 中国电信新疆公司总经理张志勇眼中的服务经

• 作 者: 肖岱
• 出 处: 通信企业管理
• 发表日期: 2011年04期
• 关键词: 新疆公司 中国电信 张志勇 营业厅 电信集团 客户感知 客户规模 提供商 客户需要 业务能力

2010年冬季的某一个下雪天,一位有着一张普通面孔的男性推开了中国电信新疆公司乌鲁木齐分公司一家营业厅的大门。一样的等待,一样的办理业务,他丝毫没有引起柜台内外人们多一眼的关注。不过,这个人并不普通,他就是中国电信新疆公司党组书记、总经理张志勇。“那天,我先后去了4个营业厅,就是想看看客户办理业务一般需要等待多长时间。”多日后,张志勇总经理向记者揭秘,给他那天的行动一个说法。或许那个为其办理过业务的电信职工至今也不知道她曾为自己公司的总经理办理过业务。

On a certain snowy day in the winter of 2010, a man with a normal face pushed the door of a business hall of Urumqi branch of China Telecom Xinjiang Company. The same waiting, the same for business, he did not cause the attention of people inside and outside the counter a glance. However, this person is not ordinary, he is the party secretary of China Telecom Xinjiang Company, Zhang Zhiyong, general manager. “That day, I have to go to 4 business offices, just want to see how long customers generally need to wait for business. ” A few days later, Zhang Zhiyong, general manager revealed to reporters, to give him a statement of the day’s action. Perhaps the telecommunications worker who handled the business for it did not know that she had handled the business for the general manager of her company.