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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¡ªthe "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¡ªno matter which division the employee works for¡ªis 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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