95533 Service Center of CCB Shanghai Branch
供稿：CNCCA | 来源：客户世界 | 2006-09-14
Brief Introduction of the Winning Units
Attaching importance to the sense of standardized management, emphasizing on human-oriented examining and managing system, the 95533 service center of CCB Shanghai Branch is sticking to the pursuit of customer-oriented concept. What all our customer service representatives (CSR) aim at is serving with pure-hearted communication and complete sincerity. By continuing improving its superiority in customer service, the center has established the principle as “Focus on customers, Improve the business, Pursue the perfectness, Always give priority to services”.
The 95533 service center of CCB Shanghai Branch provides customers with plenary process and high efficiency in services through its harmonious, expedite, swift and efficient service framework. Moreover, supported by running-data analysis, the center refines, quantifies and standardizes the “flexible service” in order to consummate its performing management. It has successively developed a 15-item managing system as well as 35-item assessing targets of six categories, which have been well carried out in detail for measuring staff’s serving standard apart from their working quality. Each position in the center is definitely distributed, reasonably arranged, favorably executed and handed over. The implementing result is hereby finely presented owning to its periodic review on the working management as well as its full attention to the running-data analysis.
Besides, 95533 advocate developing a learning-foremost call center, which appeals for “Unanimousness of solution to the same problem” and “One and the same mistake excused for only once in 95533”. In addition, the establishment of product spokesman system, information shareware available online within Shanghai Branch and typical cases management enable 95533 to sum up these problems in time and share experience with its branches, stores. Therefore, the center will surely offer better services to customers incorporating the whole Shanghai Branch through communicating, balancing, and making progress together.