New Media Age to arbitrarily change the rules of the game, but in fact move did not violate its commitments, but adjusted the method of operation, it should be The so-called say has three meanings, one can express the accuracy of their own to speak out; the second is to listen to people who can accurately make acceptable; third is how to deal with people who look for flaws with ulterior motives.
ago, operators and communications industry is elite culture, whether it is industry or user, are representative of elite culture, our thinking is similar to these three points is not very difficult to do. But with the communication network and the expansion of operations, the customer must from small, high-end to the large, low-end of the direction of expansion, combined with the era of Internet and the evolution of grass-roots gradually become the mainstream culture of our customers. this time, also followed the traditional elite culture operators, to do said, were unintelligible; or stress words and logical rigor, wordy Rory, put it more bluntly say these are around the neck, coupled with the technical content of the communications industry is relatively high, many questions have to be explained by the technical staff and describe This is even more likely to complicate matters. I'm exactly the problem the old saying that a lot of focus the results of the reader. There is also a hurdle: follow the official standard of thinking, the following command in the executive leadership time, not a single word to question the true intentions of the leadership, poor communication may lead to the expression of leadership and hope the content of intentions have missed, misunderstood or misinterpreted. Because of the leadership does not understand the real intentions and goals, so would have been better solutions are not / do not want to use, but the implementation of the surface of the order; can lead better tomorrow, how can I spare some time to so many details, so the final content and expressed intention to bias the.
to do the second point, the key is empathy, work hard, feels. Tencent said when conducting a staff training scenario: a small shop where there are three people, one is the boss, a white-collar workers is to buy things, there is a man. In reality, the status of these three individuals, there is a gap between income and so on, but Tencent mentor to tell you the actual situation: three were Tencent real customers, and so the surface looks dirty, low-end man, From his point of view in the consumption of Tencent, Tencent precisely the high-end customers. After such training, Tencent will be sitting in the staff culture of thinking to the elite customers pondering it? more carriers to the low-end customers development, and if we notice, tariff, advocacy, service also followed the way of the elite crowd and thinking, the customer can accept the wager?
this point, immediately facing a real problem: China Mobile's commitment in May 12 to 31 in Sichuan roaming communication fee waiver expired, is not deductible to the user should inform about it? fee waiver is a good thing, but this is how things tell customers of good sense and experience to depends on whether you , where tt per voice, SMS, ... cumulation tt tt yuan yuan per month, you also need to pay tt, please in the June 15 payment to the approved channels of China Mobile pay. SMS, your mood? ago I do not think there is now tainted with some grass, I looked very unhappy habits, not only does not convey information on the customer's respect and support of earthquake relief work, but is a reminder high above vision of the old features of debt, a message not only to move the relief effort calls are written off, may even increase the antagonism between clients and mobile. supposed to say? I am not a professional customer service do not know how to express more in place, but I If you would like to say: , Thanks for your support of earthquake relief work, let us all Zhicheng, Sichuan refueling. fact. people will always look for flaws exist, they look at you with a colored glasses, no matter what you do, say, he will not agree. we can do is not fear, exclusion, repression such statements, and is to reduce the negative impact of these people even have the discussion with such remarks as uninformed people to understand the situation of the time, enhance the user, and a sense of trust between operators. This goes back to the start of the topic, quickly reflected in the new media age, a number of false reports, publicity, sound and positive feedback. From this perspective, there is a skill, will help grass-roots strength. to know there are many roots in the people who know the business, many are neutral position of the person, more of a sense of justice, they do a lot of things, if you respect them, they can help to clarify the fact that operators can also be explained from their different perspectives to clarify issues; but if you set the grass as the antithesis of the elite, these could have been in love with you the grass, the grass may help you to not speak, this time tired of the elites, even if this time to explain that again the next round. telecommunications industry professional so strong, and customers are so broad, each saying a word, do one thing and may generate new waves of operators is certainly one after another. elite, you have to cope with Why come?
go its own way, whatever others may say.
No comments:
Post a Comment