Eakate klienditeeninduse eripakkumine
The customer service center of China Telecom Hubei selected a group of customer service representatives who are willing to serve the elderly, capable and patient, and set up a dedicated queue of "elderly customer service seats", which is responsible for providing manual services to elderly customers.
"Elderly customer service seats" can go beyond the limitations of conventional service requirements and use special methods to carry out services based on actual conditions. For elderly people who have difficulty communicating in Mandarin, the "Elderly Customer Service Specialist" uses dialects to provide related services and assistance to older users; for customers with hearing impairments, the "Elderly Customer Service Specialist" specifically requires speaking more Volume, slow down the speed of expression, to ensure that customers can hear clearly.
"Elderly customer service seats" speak more slowly and explain business more patiently. They can provide customers with high-quality services in a more considerate manner, and realize zero-distance communication with one-key customer service calls to the dedicated seats.
In addition, through the application of the "elderly customer" label technology, the customer service system displays the customer's "digital portrait" on the portal homepage, reveals the user's age and other related information explicitly, and prompts the "elderly customer" who received the call based on the user's label "Service seats", and then provide targeted services for aging.
In service scenarios such as "abnormal shutdowns" of the customer service system, China Telecom Hubei has set up "green channels" for older customers, and empowered "elderly customer service representatives" customer service representatives to solve difficult problems for customers with one click in the system. Help older customers complete related operations and avoid the trouble caused by their own operations.
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