根据疫情情况，经(jing)省防控总指挥(hui)部同意，大连市金(jin)州地(di)区(qu)(qu)疫情风险(xian)(xian)等级(ji)划(hua)定为中风险(xian)(xian)地(di)区(qu)(qu)，辖区(qu)(qu)内(nei)小区(qu)(qu)实施封闭管理(li)。有线电视网络(luo)在这特殊(shu)时期恰恰是用户居(ju)家消遣时间的重(zhong)要刚需产(chan)品。为解决金(jin)州地(di)区(qu)(qu)居(ju)民(min)(min)居(ju)家收看电视节(jie)目需求，丰(feng)富疫情期间居(ju)民(min)(min)文化(hua)生活(huo)，大连天(tian)途(tu)公司为金(jin)州地(di)区(qu)(qu)居(ju)民(min)(min)免费(fei)开通(tong)35套付费(fei)视频及点播专(zhuan)区(qu)(qu)，保障金(jin)州地(di)区(qu)(qu)居(ju)民(min)(min)居(ju)家期间能(neng)看上丰(feng)富的电视节(jie)目。

   但(dan)受(shou)疫情影(ying)响，区域公司大部分员(yuan)工采取居(ju)家隔离，辖区内业务(wu)办(ban)理受(shou)到(dao)影(ying)响，多数业务(wu)转(zhuan)为线上办(ban)理。客户服(fu)务(wu)中(zhong)(zhong)心是公司对(dui)外服(fu)务(wu)和(he)营销的窗口，面对(dui)业务(wu)激(ji)增，客户服(fu)务(wu)中(zhong)(zhong)心明确层级责任，对(dui)工作及时进行安(an)排(pai)和(he)部署。对(dui)临时突发(fa)情况，做(zuo)到(dao)及时上报，积极沟通，确保(bao)抗“疫”期(qi)间(jian)服(fu)务(wu)不中(zhong)(zhong)断。

   为(wei)避免人员(yuan)(yuan)密集(ji)接触，减少用(yong)(yong)(yong)(yong)(yong)户(hu)进厅和(he)维(wei)护(hu)人员(yuan)(yuan)上(shang)(shang)门次数(shu)，话(hua)务(wu)员(yuan)(yuan)通(tong)过电(dian)话(hua)耐心指导用(yong)(yong)(yong)(yong)(yong)户(hu)进行“线(xian)上(shang)(shang)”操作，对(dui)于话(hua)务(wu)员(yuan)(yuan)无(wu)法解决(jue)的(de)故(gu)障和(he)问(wen)题会转派至网格专员(yuan)(yuan)进行二次联系，争取在(zai)线(xian)解决(jue)用(yong)(yong)(yong)(yong)(yong)户(hu)问(wen)题。对(dui)有暂停、开启等(deng)基础业务(wu)办理需(xu)求的(de)用(yong)(yong)(yong)(yong)(yong)户(hu)，客户(hu)服务(wu)中心采取灵活(huo)式处理，话(hua)务(wu)员(yuan)(yuan)通(tong)过电(dian)话(hua)在(zai)线(xian)核实用(yong)(yong)(yong)(yong)(yong)户(hu)身份证信(xin)息及机顶盒信(xin)息后转派区域公司给予办理。同(tong)时将用(yong)(yong)(yong)(yong)(yong)户(hu)后续办理业务(wu)需(xu)履行的(de)义(yi)务(wu)向(xiang)用(yong)(yong)(yong)(yong)(yong)户(hu)详细(xi)说明，避免出现不必要(yao)的(de)服务(wu)纠纷，在(zai)保障公司权益(yi)的(de)同(tong)时提升(sheng)用(yong)(yong)(yong)(yong)(yong)户(hu)满意度(du)。对(dui)机顶盒维(wei)修及更换等(deng)无(wu)法在(zai)线(xian)协调处理的(de)特殊问(wen)题，用(yong)(yong)(yong)(yong)(yong)户(hu)因(yin)无(wu)法收看电(dian)视而非常着急，话(hua)务(wu)员(yuan)(yuan)会耐心解释、安抚(fu)用(yong)(yong)(yong)(yong)(yong)户(hu)情绪，用(yong)(yong)(yong)(yong)(yong)优质(zhi)的(de)服务(wu)化解用(yong)(yong)(yong)(yong)(yong)户(hu)的(de)烦躁(zao)。

   疫(yi)情期(qi)间，客服(fu)中心除了被要(yao)求居(ju)家(jia)隔离(li)5人外，其他员(yuan)工严格执行岗(gang)位制度，保证每日出勤(qin)率和在线(xian)服(fu)务人数。截止到(dao)1月11日，共接听电话143490个(ge)，在线(xian)解决率85.89%。