"Hello, what business do you need to handle?" approached the front desk of Dongguan Sports Lottery Management Center, a familiar voice always sounded first, and then began to answer patiently after hearing the question.
This is the norm at Feng Wanshan's daily work. In the 5 years of working in the sports lottery center, she has tried customer service, assistant supervisor and other jobs, and now is a front desk clerk. A desk, a computer, a telephone...... In the small space at the front desk, she is responsible for answering the daily questions of thousands of individual lottery stores in Dongguan, and has handled the new construction process of hundreds of sports lottery stores.
"In the exchange of posts, witnessed the concept of sports lottery exchange. She is a member of the sports lottery public welfare team,She is conscientious in the sports lottery work,Constantly deepen the understanding of public welfare,"I and the sports lottery story is to be continued." ”
Feng Wanshan, who is handling work at the front desk of the Sports Lottery Center.
Be a "waiter" for a new store
The story of Feng Wanshan and Sports Lottery began in 2019. Until then, her knowledge of sports lottery was limited to the shops selling lottery tickets on the street.
After joining the company, Feng Wanshan started from customer service, staying by the phone every day and answering various calls. She believes that to start from the most basic work, and constantly improve their professional quality, in order to better understand the operation mechanism of sports lottery and store needs.
"What should I do if the machine doesn't issue tickets?", "How is this activity played recently?", "How to understand the new policy?", In the customer service position, every day is faced with questions about store operations, Feng Wanshan listened carefully and helped the store quickly answer.
"If you can answer, you can answer, if you can't, ask the center how to deal with it, and then reply to the store. In such tedious work, Feng Wanshan has established a preliminary understanding of all parts of the sports lottery, and has a basic understanding of all kinds of work.
After serving as a customer service for a year, Feng Wanshan worked as an assistant supervisor for another year. After that, she moved to the front desk, where she was responsible for the new construction and relocation of stores, as well as store management.
"Actually, there's a lot of work behind opening a store. For the details of the work, Feng Wanshan blurted out, as small as filling in the information, the local decoration adjustment of the store, or the approval, signing the contract, receiving the machine, downloading the software, binding the account, etc., are all the work that she needs to be responsible for. In the three years she has been in the front desk, Feng Wanyu has handled hundreds of new store business, and she has already repeated these processes hundreds of times.
At present, the application for franchised stores is temporarily closed, you can scan this official account to pay attention to the latest announcements. Okay, please wait a minute, fill out this application form, do you have your ID card with you?......
In the eyes of others, it is a complicated job. But Feng Wanshan thinks this job is very fun, "Once you encounter a new problem, in the process of solving it, you will stimulate your will to solve it." Every time I help the store to answer the problem, I will feel a sense of accomplishment after the store feedback and the handling of the problem. ”
Be a "communicator" in problem solving
In the 5 years of sports lottery work, Feng Wanshan deeply realized the importance of communication, and slowly learned the skills of communication.
"Many policies change every year, and they need to be explained to the store, and sometimes, the store's understanding may be different, so you need to digest the content first, and then follow the process step by step to guide the store to cooperate. Feng Wanshan said: "As a customer service, when we can't solve the problems encountered by the store immediately, we must first calm their emotions and communicate amicably." ”
After becoming a sports lottery person,She learned more about the sports lottery policy,As well as the responsibility of the sports lottery people behind it,The perception of the industry gradually changed from vague to clear - originally thought that sports lottery is "sales-oriented",Its physical lottery advocates is"rational purchase of color";Sports lottery will also regularly carry out ticketing handicraft competitions,Encourage store staff to actively participate,Competition for the "hand speed" of billing,Improve the ability of staff;Sports lottery actually carries out assistance activities every year,Drive the stores to learn from each other、 In addition, the sports lottery will also regularly carry out the type of activities of electric color and instant opening, arrange lottery, attract new customers to pay attention to the sports lottery in the public welfare undertakings, and constantly expand the public welfare team......
In the process of developing and growing together, Feng Wanshan is also making continuous progress and realizing her personal value. With professionalism and enthusiasm, she has the courage to face the challenges in her work, and makes unremitting efforts in ordinary positions, so as to be the driving force behind the sports lottery store, and also to be the adherent of the sports lottery center.
【Co-ordinator】Gong Mingyang
【Author】Ma Xinjie
【Author】 Ma Xinjie
[Source] Southern Press Media Group Southern + client