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海尔集团首席执行官张瑞敏在谈到21世纪企业竞争力时,着重谈到这样一个观点:无论什么行业都需要经过服务化的改造,使之变为服务业。服务不仅仅是售后服务、维修,而是要满足用户的需求,包括满足潜在的需求。这就是21世纪的企业硬件!那么,电信运营业作为公众服务型行业,如何通过服务文化打造自己的竞争力?这组专题报道似乎可以给出一些答案。深圳历来为兵家必争之地,大市场引来大兵团、大投资,也引来大作战、大拼杀,其市场的博弈几可用肉搏和激战来形容。在这样的环境中,一个拥有数百万各类客户的公众服务型企业,要做到既满足现在需求又满足潜在需求,既要让高端客户满意,又要让中低端客户舒心,其难度可想而知。深圳电信的可贵之处在于,他们是从细节做起的:从倾听客户声音,到重视客户抱怨、迅速解决问题;从主动找不足,到对送上门的意见满怀感恩之心;从千方百计体谅客户,到想方设法方便客户;从自己赚钱,到也要让客户一起盈利;一个企业的境界就这样呈现在我们面前。境界是构建竞争力的基石!这组稿件让我们实实在在地感知着深圳电信的境界,感知着它的服务文化内涵。体会到怎样才是用心服务。(寒晓)
Zhang Ruimin, chief executive of Haier Group, when it comes to the competitiveness of enterprises in the 21st century, focuses on the view that no matter what kind of industry needs to undergo a service reform to make it into a service industry. Services are not just after-sales service, maintenance, but to meet the needs of users, including to meet the potential needs. This is the 21st century enterprise hardware! So, telecom industry as a public service industry, how to create their own competitiveness through the service culture? This group reports may seem to give some answers. Shenzhen has always been a must for military strategists. The big market has brought in large corporations and big investments. It has also led to major operations and big spells. Its market game can be described as melee and fierce fighting. In such an environment, a public service enterprise with millions of different types of customers needs to satisfy not only the present demand but also the potential demand, satisfying both the high-end customers and the middle- One can imagine. Shenzhen Telecom valuable is that they start from the details: from listening to the voice of the customer, to pay attention to customer complaints, solve the problem quickly; from lack of initiative to find out, full of gratitude to the views of home delivery; from all possible understanding of customers , To find ways to facilitate customers; make money from their own, but also to allow customers to profit together; the realm of an enterprise so presented in front of us. Realm is the cornerstone of building competitiveness! This set of manuscripts let us really feel the realm of Shenzhen Telecom, perceived its service culture. Experience how to serve with heart. (Cold Xiao)