Abstract: Wan Jialin and Guo Jing, two pacesetters who are also teachers and friends, are rooted in the front line, guided by customer needs, driven service optimization with innovation, and demonstrate the unchanged purpose of "people's electrical industry for the people".
"Learning is valuable as a teacher, and you are also a friend." At the Zhangjiang Energy Service Center of State Grid Haipudong Power Supply Company, young employee Guo Jing was conveying the spirit of the Youth Congress to the young backbone as a representative of the 16th Shanghai Youth League Congress, and her master Wan Jialin also listened carefully with everyone, his eyes full of approval. This pair of pacesetters, who are also teachers and friends, shine with the same serious and hardworking, warm and tenacious female strength, highlighting the unchanging purpose of "people's electrical industry for the people" and the spiritual background of pursuing excellence and dedicating to light.
Take root in the front line and become a service star in the industry
This year is the 14th year of Wan Jialin working in the power marketing position, from a young business receptionist to a unique customer service deputy director, what has changed is the position, and what remains unchanged is the customer-oriented service heart at all times.
"As a party representative, we must have responsibilities and achievements, and play a good vanguard and exemplary role." When talking about her responsibilities, Wan Jialin said with great emphasis, "I want to lead by example, promote the continuous improvement of the work of the service center, and make our services more close to the needs of the people. ”
Wan Jialin and her colleagues studied the company's power supply project plan.
At the beginning of 2016, Wan Jialin combined with years of work experience to compile the "Business Hall Micro-process Operation Manual", and also introduced the "Typical Case Collection of Marketing Power Supply Services" into the team work, which increased the business accuracy rate from 95% to 98%, and shortened the connection days from 3 days to 1 day, which greatly improved work efficiency.
With excellent business knowledge accumulation and service skills, in 2017, Wan Jialin competed with representatives of 27 provinces, municipalities, autonomous regions and State Grid customer service centers, and finally won the title of "Top Ten Service Stars" through layers of selection, and was elected as a representative of the 11th Party Congress of Shanghai in the same year, becoming the first party representative of Zhangjiang Science City Energy Service Center.
As Wan Jialin's proud protégé, Guo Jing also has excellent professional skills and keen insight.
At the beginning of 2023, more elderly people came to the business hall to consult about the closure, and this small change attracted Guo Jing's attention. Through exchanges with the elderly, I learned that nearly 2,200 households in Beicai Town are about to move. Therefore, she quickly organized salesmen, meter readers, and Taiwan district managers to form a flexible team of "energy housekeepers", took the initiative to coordinate with various village committees, and informed the process and application materials in advance. Many elderly aunts and uncles finish in two or three minutes, and they will give a thumbs up before leaving.
Under the words and deeds of Master Wan Jialin, Guo Jing also won the honorary title of "Top Ten Service Stars" of the State Grid Company in 2021. This "star" represents the original intention of People's Electric Industry for the people, customer-centric intentions, and determination to devote itself to energy services. The original intention needs to be remembered, the heart needs to be adhered to, and the determination is the spark inheritance of generations of electric power people.
Guo Jing actively visited Zhangjiang enterprise users.
Demand-oriented, be the energy steward of the city of science
In 2018, based on the strategic positioning of Zhangjiang Comprehensive National Science Center, State Grid Hai Pudong Power Supply Company established the first energy service center in the State Grid system - Zhangjiang Science City Energy Service Center. Wan Jialin and Guo Jing became members of the "start-up team" of Zhangjiang Center. In the face of Zhangjiang Science City's high-end customer groups and diversified new needs, mentors and apprentices work together to actively visit and tailor customized services for the characteristics of each type of customer.
In mid-April, the person in charge of electrical of an integrated circuit enterprise in Zhangjiang Science City approached Wan Jialin, "We hope to complete this equipment upgrade without stopping production, and hope that the power supply department will help." "Integrated circuit companies are obviously different from users in other industries, and have extremely high requirements for power quality, and a slight fluctuation in voltage will affect production.
This is a special and difficult task, but in Wan Jialin's view, "we must love the enterprise as much as we love our own children, play the role of party representatives, and make the enterprise develop better." ”
By carefully inquiring about the user's pain points and listening to the user's voice, the master and apprentice introduced the industry standards for the operation and management of old electrical equipment to the integrated circuit enterprise, shared the experience of a large number of customers with high voltage level in related industries in operating electrical equipment, carried out special inspection of electricity safety for surrounding enterprises with the same source and voltage level, and listed in detail the hidden dangers of electricity safety on site, so as to provide more reliable power supply service guarantee for key industries and enterprises.
"What Master taught me is not only professional skills, but also the principles of dealing with people and the bottom line of being a person." Guo Jing sighed, "I have always strived to practice the credo of 'loyalty, responsibility, truth-seeking and innovation' taught to me by Master. ”
Driven by innovation, be the pioneer of digital intelligence services
"In the past, we only considered doing the power supply well," Guo Jing said, "and now we will launch a complete set of services of 'power supply + energy efficiency' around customer needs to escort the development of Zhangjiang Science City." ”
Today, the intelligent mobile terminal designed and developed by the "Energy Butler" team of Zhangjiang Center - "Palm Butler" has been fully applied to Shanghai Pudong. Through the service model of "energy housekeeper + handheld housekeeper", customers can run less errands, data more errands, customer service is more accurate and refined, and energy housekeeper has also realized the transformation from sitting merchant to running business.
Zhangjiang Science Hall is a new business card of Zhangjiang Science City, which debuted in the public eye as the Zhangjiang branch venue of the 2022 World Artificial Intelligence Conference. As early as one month before the start of the event, Wan Jialin arrived in advance to understand the equipment layout in the venue, predicted the load range of the venue through the "palm housekeeper" according to the energy consumption of the same type of customers, and listened to the customer's power guarantee needs, assisted the customer to do a good job in sorting out the internal electrical equipment, carried out emergency power switching, overall linkage trial operation and other drills, and completed various preparations before the start of the conference. During the conference, Guo Jing used the "Palm Butler" operation monitoring function to pay attention to the real-time changes in the stadium's load around the clock to ensure that the power supply was foolproof. It is worth mentioning that in the main venue of the World Artificial Intelligence Conference, "Steward in Charge" was also successfully unveiled as one of the scientific and technological innovation achievements of Shanghai Electric Power Company, and received positive comments from all walks of life.
"She is not only a good student of mine, but also a good colleague and assistant to me, and I feel very gratified." Wan Jialin said affectionately. As Guo Jing's master, Wan Jialin not only taught her professional knowledge, but also imparted her customer-oriented, proactive and efficient problem-solving service attitude and diligent and thoughtful work style.
In September 2022, Zhangjiang Center summarized the practical experience of "Energy Butler" service and compiled the "Power Energy Butler" digital intelligence service group standard, and successfully obtained the "Shanghai Brand" certification. This is also the first green and low-carbon-related service brand in the "Shanghai Brand" and the first energy service certification in the Yangtze River Delta that integrates "digital, intelligent and low-carbon" elements.
In the Zhangjiang Energy Butler Service Experience Hall, looking at the Zhangjiang Twin Towers - Science Gate that is about to be completed not far away, this pair of masters and apprentices are very emotional, "This is the city of dreams that we illuminate and protect with our hearts." In the future, we will continue to serve every customer well, unite and struggle with the big family of Pudong Power Supply, and contribute to serving the high-quality development of the socialist modernization of Pudong New Area! ”