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天津公交举行客服中心成立8周年活动

2017-09-16 13:01:52   央广网

央广网天津9月16日消息(记者夏震宇通讯员周鹏张蔚)成立于2009年9月16日的天津公交96196客服中心一直遵循着“声音传递真情、服务百姓出行”的宗旨,8年间累计为市民乘客提供出行服务970余万人次。为迎接“双节”的到来,在客服中心成立8周年之际,平日里通过听筒与市民沟通的天津公交96196客服中心话务员走进车厢、走进车站、走进社区,向市民乘客发放乘车指南、讲解支付宝“刷码”乘车方法、介绍公交服务评价体系,听民声、解民意,征询市民乘客出行建议,真正做到“我们的微笑让您‘看到’、您的微笑由我们创造”。

提升技能用脚步丈量每一个站点天津公交96196客服中心成立的8年间,不断提升硬件水平和服务标准,并先后与8890热线、12319城建热线、市客管办热线、行风坐标、公仆热线等城市热线进行对接,加强信息互动沟通,进一步为市民提供服务。

据了解,客服中心的话务员全部是由80后、90后的女性组成,平均年龄25岁,虽然年龄不大,但客服中心的话务员可以说是各个“身怀绝技”,“业务量冠军”程皓平均单日接话量近200通;“服务质量冠军”朱珊珊、杜鹃、宁培超、周玉媛、王佳、张成凤等人连续三个月服务满意率达到100%;“活地图”王亚丽能够不借助任何参考资料准确说出每一处公交导乘信息。

天津市公交集团服务质量处副处长杜珞介绍说:“虽然我们在每个工位都为话务员提供了查询系统辅助话务员进行操作,但是为了提高效率、减少市民等候时间,我们的话务员几乎很少会使用到,完全是凭借自身的业务技能进行回复。而这种‘脱口而出’的背后,是我们客服中心每一名话务员利用业余时间乘坐公交车‘跑线’积累的结果,可以说每一种导乘方案都是我们的话务员用脚步丈量出来的。”

为提升话务员业务水平,使话务员熟记各条公交线路走向,客服中心还会每月定期举行专业知识考核、业务研讨、服务培训等活动。“特别是每当遇到道路施工、线网优化等发生大规模线路调整时,我们还会组织话务员对此进行专题培训,有的话务员还会自制一些小便签贴在自己的电脑上,以此提示自己。”杜珞说。

8年间公交96196客服中心话务员凭借自身过硬的业务技能,累计接到9714285通市民来电,累计帮助乘客寻回遗失物品56160件,收到乘客来电表扬共计38486件,真正使96196热线真正成为乘客的好帮手,市民的好朋友。

全运时间传递最美天津声音伴随着今夏的“全运热”,最近几个月外地来津游客数量明显增加,为了给各地游客提供最为优质、快捷的观赛、游览路线,公交96196客服中心多次组织话务员实地走访全运场馆、热门旅游景点,总结公交导乘信息,向各地来津游客发出最美的天津声音。特别是在全运会开幕式当天,为应对咨询来电数量的激增,客服中心话务员全员上岗坚守岗位直到23点,以确保每一名观众快速、有序离场。此外,客服中心话务员在完成本岗工作的同时,还利用业余时间手绘了“天津游览地图”和“全运观赛地图”,并参与到“迎全运”志愿服务岗的活动中,展示津门公交职工的良好风采,得到了天津市民乘客特别是外地来津游客的广泛称赞。

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