根據(ju)疫情(qing)情(qing)況，經省防(fang)控總指揮(hui)部同(tong)意(yi)，大連(lian)市金州地(di)(di)(di)區(qu)(qu)疫情(qing)風(feng)(feng)險等級劃(hua)定為中風(feng)(feng)險地(di)(di)(di)區(qu)(qu)，轄區(qu)(qu)內小區(qu)(qu)實施封(feng)閉管理。有線電(dian)視(shi)(shi)網絡在這特(te)殊時期(qi)恰恰是用戶居(ju)(ju)(ju)家(jia)消遣(qian)時間的重要剛需(xu)產品。為解決金州地(di)(di)(di)區(qu)(qu)居(ju)(ju)(ju)民居(ju)(ju)(ju)家(jia)收看電(dian)視(shi)(shi)節目需(xu)求，豐富(fu)疫情(qing)期(qi)間居(ju)(ju)(ju)民文化生活，大連(lian)天途公司為金州地(di)(di)(di)區(qu)(qu)居(ju)(ju)(ju)民免費開通35套(tao)付費視(shi)(shi)頻及點播專區(qu)(qu)，保(bao)障金州地(di)(di)(di)區(qu)(qu)居(ju)(ju)(ju)民居(ju)(ju)(ju)家(jia)期(qi)間能看上豐富(fu)的電(dian)視(shi)(shi)節目。

   但受疫情影(ying)響，區域(yu)公司大部(bu)分員工(gong)采取居(ju)家(jia)隔離，轄(xia)區內業(ye)(ye)務(wu)(wu)辦(ban)理受到影(ying)響，多數業(ye)(ye)務(wu)(wu)轉為(wei)線上(shang)辦(ban)理。客戶服務(wu)(wu)中心(xin)是公司對外服務(wu)(wu)和營銷的窗口，面(mian)對業(ye)(ye)務(wu)(wu)激(ji)增(zeng)，客戶服務(wu)(wu)中心(xin)明確層級責(ze)任，對工(gong)作(zuo)及時進(jin)行安(an)排和部(bu)署。對臨(lin)時突發情況，做到及時上(shang)報(bao)，積極溝(gou)通，確保抗(kang)“疫”期間服務(wu)(wu)不中斷。

   為避(bi)免人(ren)員(yuan)密集(ji)接觸，減(jian)少用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)進廳和(he)維護人(ren)員(yuan)上(shang)門次(ci)數，話(hua)務員(yuan)通過電話(hua)耐心指(zhi)導用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)進行“線(xian)(xian)上(shang)”操(cao)作，對(dui)于話(hua)務員(yuan)無(wu)(wu)法(fa)(fa)解(jie)決(jue)的故障和(he)問(wen)(wen)題(ti)(ti)會(hui)轉派至網格專員(yuan)進行二次(ci)聯(lian)系，爭取在(zai)線(xian)(xian)解(jie)決(jue)用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)問(wen)(wen)題(ti)(ti)。對(dui)有(you)暫(zan)停(ting)、開啟等(deng)基礎業(ye)務辦(ban)理需求的用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)，客(ke)戶(hu)(hu)(hu)(hu)(hu)服務中心采取靈活式處理，話(hua)務員(yuan)通過電話(hua)在(zai)線(xian)(xian)核實用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)身份證(zheng)信(xin)(xin)息及(ji)機頂盒信(xin)(xin)息后轉派區域公司(si)(si)給(gei)予辦(ban)理。同(tong)時(shi)將(jiang)用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)后續辦(ban)理業(ye)務需履行的義務向用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)詳細說明，避(bi)免出現不必(bi)要的服務糾紛，在(zai)保障公司(si)(si)權益的同(tong)時(shi)提升用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)滿意度。對(dui)機頂盒維修及(ji)更換等(deng)無(wu)(wu)法(fa)(fa)在(zai)線(xian)(xian)協調處理的特殊(shu)問(wen)(wen)題(ti)(ti)，用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)因無(wu)(wu)法(fa)(fa)收看(kan)電視而非常著急，話(hua)務員(yuan)會(hui)耐心解(jie)釋(shi)、安撫用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)情(qing)緒，用(yong)(yong)(yong)(yong)優質的服務化解(jie)用(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)(hu)(hu)的煩躁。

   疫情期間，客服中心除了被(bei)要求居(ju)家隔離5人外，其(qi)他員工嚴格執行崗位制度(du)，保證(zheng)每(mei)日出勤率(lv)和在(zai)線服務(wu)人數。截止到1月11日，共(gong)接聽電話(hua)143490個，在(zai)線解決率(lv)85.89%。