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China Telecom Improves Service to Customers
China Telecom, a giant in China telecom industry, has demanded that all the employees should improve their service to residential customers and has launched a new campaign—the "first-receiver responsibility system".
According to China Telecom Vice President Leng Rongquan, this policy means that when a customer contacts the company’s business operations section, the first employee to receive this communication—no matter which division the employee works for—is responsible for resolving the customer’s application or complaint.
Leng said the first employee should take responsiblity for the matter with no excuses till the customer obtains a satisfactory result.
The official also said that the company will implement the entire plan within a year.
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