As a public service window, since the beginning of this year, the outer ring business hall of the customer service department of the road network operation and management company has practiced "doing practical things for the masses" with practical actions, with the purpose of pursuing customer satisfaction, continuously improving service levels, strengthening business training, solving customer urgent difficulties and expectations, and winning the praise of customers' pennants and messages.
On June 17, Mr. Dong, who was in his seventies, went to the Outer Ring Business Hall to handle the cancellation of ETC stored value cards and the new business of accounting cards. The elderly have limited mobility, Kong Xiangyu manager maintains a smile service throughout the process, assists the elderly in copying and retaining documents, handles refund cancellation, acts as an agent to operate the "Jinyixing" new bookkeeping card, and patiently, professionally and efficiently assists the elderly to complete the ETC card cancellation and the new whole process business. Before leaving, the old man bowed deeply, said "thank you for solving my big problem", and commissioned his daughter to send a pennant in September 2021.
On October 12, a septuagenarian gentleman went to the central business hall to apply for ETC, Liu Jie found that the old man was embarrassed when introducing the handling method and precautions, because of the consideration of his difficulties in using the smart phone, he took the initiative to negotiate and assist in handling, and each step of the operation was described with the elderly and obtained his consent. After the successful handling, the old man wrote "Thank you for the patience and meticulous handling of business at window 4" on the back of the number machine paper, expressing sincere gratitude.
Customer satisfaction is the greatest recognition of the window service work. In the next step, the road network operation and management company will deeply implement the work of creating spiritual civilization in the whole city, take the two business halls as the "base area", improve the quality of customer service from both hardware facilities and personnel services, and establish a demonstration window service image of "doing practical things for the masses" in the transportation industry.