Shu Cong: For 17 years in the front -line window, practicing a set of "observing words"

Shu Cong. Reporter He Xiaogang Photo

【Character File】

Name: Shu Cong

Year month of birth: August 1985

Admission time: July 2020

Occupation: Hubei Mobile Wuhan Branch Jianghan Branch Director of the Hong Kong Road Business Office Manager

Honor: China Mobile Service Star in 2020, China Mobile Outstanding Class Leader, Struggle Pioneer in 2021

A small episode occurred when he interviewed Shu Cong at the business hall of Changgang Road, Hankou. Mr. Yan, 68, is holding an old machine to compare to the staff anxiously. The hall was a bit noisy, the old population was very heavy, and he was anxious. Seeing this, Shu Cong invited the old man to the love seat aside and asked the old man what the old man had.

Shu Cong serves customers. Reporter He Xiaogang Photo

It turned out that the old man had just changed the new phone and wanted to find the time to report the time on the old mobile phone, but it would not set it. In addition, there were many new mobile phone screen menus and many news. They would not delete them. They specially found the mobile business hall. Shu Cong first comforted the elderly, told him not to worry, to help the elderly delete the unwanted information and menu, and spent some effort to set the function of "7 o'clock in the morning and 7 pm".

The whole communication process, the old man spoke, the reporter could only understand six or seven %, and he was curious how Shu Cong understood it. He said that he has worked in the service window for 17 years, and the unlocking dialect skills have also increased. "Many of our service targets are 'silver -haired clan', because over the years, more and more elderly people have come to Wuhan to help bring their grandchildren. Many problems they encounter when they use their mobile phones are very simple. Go to the business hall to find us. "

Shu Cong serves customers. Reporter He Xiaogang Photo

In order to quickly understand their demands, Shu Cong would consciously learn the dialects. He said with a smile, "Dialects in Hubei are basically hard to me." In encountering some unknown dialects, he combined the body language of the other party and from the local area. The various information learned by the colleagues "comprehensive judgment".

For 17 years in the front -line window, Shu Cong practiced a set of "insights". One morning in April this year, the business hall hadn't opened the door. Shu Cong, who had just opened the morning meeting, saw an old man wandering outside the door and looked anxious. He guessed that the elderly must have an urgent matter, and hurried forward to ask. It turned out that the grandson of the old man had to go online at 8:30, but he could not connect to the Internet. The son was on a business trip, and the child was so anxious to cry at home. As soon as Shu Cong saw that the time passed 8, he proposed to see the elderly's house for help. I went to the elderly about 15 minutes before I found that the children's iPad was used for the first time and would not connect to the Internet. Seeing the help of Shu Cong's help in time, the grandson who was in time to catch up with the online class was broken. The old man thanked him.

Shu Cong bluntly stated that he could basically read his demands from the expression and action of the customer. "Even if it is a person who gets up as soon as he comes in, I also know that there must be a story behind him." This summer, a grandma who complained loudly as soon as he entered the business hall, accused "moving" constantly deducting money from her bank card. Shu Cong's first reaction was that the old man did not encounter fraud, he was vigilant. After checking the elderly's mobile phone carefully, it was found that the elderly opened the Alipay automatic deduction function, and the balance would be automatically deducted. "There are self -operated stores and agent stores in mobile. The business authority is different. The elderly are not clear. The weather is hot. She runs in many places and has accumulated a lot of emotions. She is uncomfortable. But you can understand and want to help her solve the problem from her perspective. "

For 17 years, Shu Cong has served the elderly who have encountered various situations. Some people will not shut down, some who have changed the screen guarantee, and some stocks cannot log in. "As long as there is a problem with a mobile phone, come to us, this is also a trust." In his opinion, vigorously promoting silver -haired services, with 12315 rights protection stations, heatstroke prevention and cooling and loving post stores, not only the citizens' business windows, but also A warm and warm communication station. "I hope to use sincerity, enthusiasm, and patience to let everyone feel the temperature and beauty of the city here." (Changjiang Daily reporter Zhou Manzhen)

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[Edit: Deng La Xiu]

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