"The Spring Festival is a holiday and reunion for others, but for us, we can't leave our duty posts for a moment. Hou Zhenze, a smart home engineer of China Telecom Yantai Laizhou Branch, told reporters on the way to the pre-holiday inspection that during the Spring Festival, everyone stays at home, whether it is online entertainment or social contact, they are inseparable from the Internet. Once there is a problem, the installation and maintenance personnel must come to the door to solve it as soon as possible. "When it comes to the Spring Festival, we are prone to snow here, and the door-to-door service has to overcome additional weather influences. ”
There is still residual snow on both sides of the road passing by the inspection, and Hou Zhenze can't help but talk about the recent snowfall in Laizhou. On the night of the snowfall, a yellow warning for blizzard was issued, and after a night of blizzard, it was white in the morning, and the snow was still falling. Buses were stopped, schools were closed, and the snow was about 10 centimeters thick.
After going to work in the morning, he received a repair report from a user**. The user is in a hurry to use the Internet, and the children at home cannot take online classes, so they ask when they can come to the door for maintenance in heavy snowy weather. When I replied that the user would come to the door immediately, the user was stunned for a moment, and then he said excitedly, okay, thank you, you slow down on the road, pay attention to safety. Hou Zhenze knew that the snow on the road was serious in heavy snowfall, traffic accidents were frequent, and there were potential safety hazards, so he took the initiative to undertake the maintenance work, and then packed up his tools and drove to the user's home for maintenance.
Hou Zhenze and his colleagues worked together to overhaul the line.
The thick snow on the road makes it difficult for cars to move slowly, and it usually takes only 10 minutes to drive for 35 minutes. Hou Zhenze braved the heavy snow and held the tools, his hands shivering from the cold. The moment the user opened the door, he saw him standing there covered in snow, hurriedly welcomed him into the house, and kept helping him sweep the snow off his body, and kept saying thank you.
After putting on the shoe cover and entering the door, Hou Zhenze began to ask the user about the fault phenomenon. After professional and accurate analysis and testing of special equipment, the fault location was quickly located, and the fault was solved for the user in less than 15 minutes. Fast, professional and efficient, this is the evaluation given by users. "To be honest, now people are a little inseparable from the Internet, some children have to take online classes during the holidays, and some children have installed nursing monitoring for the elderly, these are just needs, once the network has a problem, it is necessary to quickly come to help others solve it. ”
While maintaining professionalism, professional technical ability is the foundation of quality service. Since joining the work in 2010, Hou Zhenze has been engaged in the installation and maintenance profession, in order to do a good job in the installation and maintenance service, he studied hard, starting from the most basic installation and maintenance service specifications, and constantly improving the level of service skills, from the workplace to grow into an excellent installation and maintenance team leader. During this period, he often went to the community he was responsible for inspection and maintenance with the installation and maintenance personnel. After ten years of hard work, he has a clear understanding of service specifications and processes, has accumulated rich professional and technical experience, and has won the honors of "Excellent Employee", "Installation and Maintenance Technology Expert" of Shandong Telecom, and "Labor Medal for Enriching the People and Rejuvenating Lu" in Shandong Province.
After years of precipitation and accumulation, Hou Zhenze has cultivated an attitude of excellence, overcoming obstacles on the road of pursuing vocational skills, and has won the first prize in provincial and municipal competitions for 6 times, the Excellence Award in the 2019 National Information System Cabling and Smart Home Skills Competition, and the first prize in the first Digital Transformation and Innovation Competition in Shandong Province in 2022.
Fast and high-quality door-to-door service to win the gratitude and trust of customers.
We have a team of 25 people, and I can only provide door-to-door service for a small part of the business, and most of the work still depends on my colleagues, so I have to make progress with them. Hou Zhenze conveyed the skills and experience gained in the competition to the front line, and added a steady stream of power to improve the technical ability of the local installation and maintenance team. He conscientiously passed on the help, taught and solved doubts, set up training classes at the work site, effectively made up for the shortcomings of the front-line technology, consolidated the business level of the team, and actively participated in the compilation of provincial and municipal construction specifications for decoration and maintenance, scene case analysis, personnel training and empowerment, skill competition refereeing, etc., contributing to the company's high-quality development to build a solid network cornerstone.
In order to evaluate the matching degree of the actual work ability of employees after empowerment, the "Personnel Empowerment Evaluation Inspection Form" was formulated through closed-loop management to effectively evaluate each person, and the assessment results were linked to the performance of the master, creating a good atmosphere of "green out of blue and better than blue", and promoting employees to help each other and grow together.
In order to realize the "double improvement" of the quality construction of the installation and maintenance team and the perception of user service, Hou Zhenze innovated and changed the working mode, and proposed to carry out the "installation and maintenance service +" activity centered on user needs, increase the vertical service surface through contact contact, provide users with humanized services, and win customer satisfaction with professional and considerate services. He led the team to strive for the first, and successively won the title of provincial standardized team and provincial excellent team, and won the honor of "Quality Trustworthy Team" in China's communications industry in 2023.