Recently, a news in Taizhou City, Zhejiang Province has aroused widespread attention: Mr. Li, a citizen, had to rush to the business hall at 4 a.m. to queue up in order to handle broadband unsubscription and number porting business. However, when he arrived at the scene, he found that there were already many people waiting, and in this business hall, which has only one window, can only handle 7 businesses a day. Such a scene is jaw-dropping: is it really more difficult to get back to broadband and need to queue up until the early hours of the morning?
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According to reports, Wenling City and its subordinate towns have a population of more than 1.5 million, but only one mobile business hall in the city has a window for broadband unsubscription services. Such a single channel not only makes citizens feel extremely inconvenient, but also breeds many problems. The long queues led to chaos, and the inefficiency of the business hall caused more dissatisfaction among the citizens.
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The queue is like climbing to the sky, and the withdrawal of broadband has become a problem
The difficulties encountered by citizens in retiring broadband are not just an accident, but reflect the shortcomings of service improvement in some places. According to Mr. Li, in this business hall, which has only one window, can only handle seven businesses per day, which obviously cannot meet the needs of the public. Relying on the processing speed of one window and one business per hour alone cannot cope with the needs of such a huge population. In addition, the process of unsubscribing from broadband is relatively cumbersome, and often requires review and approval at all stages.
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In order to get the first chance in queuing, many citizens had to pay someone to queue on their behalf, which further exacerbated the crowding and chaos at the scene. Some even said that in order to discourage consumers from unsubscribing, business offices may employ various delaying tactics, constantly directing people to different windows and increasing the difficulty of processing.
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Coping strategies
Faced with such a dilemma, some citizens choose to make a complaint by calling 10086, trying to promote the handling of the unsubscription business through the complaint channel. Netizens suggested that if you don't give it to the phone, you can file a complaint directly, and once the complaint ticket is generated, the mobile company must deal with it. This method of "promoting handling by complaints" has also become the last resort for many people to solve problems.
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However, the efforts of consumers alone may not solve the root cause of the problem. To change this situation completely, mobile companies need to take more proactive action.
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Suggestions for improving services
First of all, mobile companies need to increase the number of service windows and staff to improve the efficiency of processing. It is clearly unreasonable to rely on a single window to respond to the needs of more than 1.5 million people. Secondly, optimizing the business process, reducing unnecessary approval links, and improving the speed of processing can also greatly shorten the waiting time of citizens. Mobile business halls can also consider providing appointment services, so that citizens can handle business according to their own schedules and avoid long queues.
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In addition, mobile companies should actively respond to the public's doubts and dispel the public's speculation that the business hall is deliberately making things difficult. Only by winning the trust of consumers can enterprises develop sustainably. Through an open and transparent way, let the public understand the process and time of business handling, and enhance communication, in order to win everyone's support.
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Netizen comments
Netizens have expressed their dissatisfaction with mobile, and it turns out that there is a reason why they want to unsubscribe.
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The de-banding storm reflects the problems consumers face when dealing with large corporations. It is hoped that through this incident, China Mobile will face up to the demands of citizens and take effective measures to improve services and make their lives more convenient. After all, the credibility of a company is closely related to the quality of service, and the needs of citizens are the most important.
Are you still using mobile now?What do you think about this matter?Welcome to leave a message in the comment area to discuss.
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