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从横沙岛上“一个人的营业厅”起步

    时间: 2019-07-20 09:24:51
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  从横沙岛上“一个人的营业厅”起步   ■口述:邱莉娜   整理:吴卫群   从0到1
  我的家乡在崇明横沙岛。2003年,我25岁那年进入上海电信宝山局工作。不久,宝山局把横沙营业厅从临时厅改为常年厅,内部招聘人员常驻那里。我带着回家乡工作的想法,报了名。   当时,我还是一名外包劳务工。记得奔赴新岗位时,外包劳务公司的负责人对我的要求也很简单:“不产生投诉就可以了。”听罢,我有些不服气,“不产生投诉”仅仅是最低标准,我要争口气,要做就做到最好。   一个人坚守营业厅,忙碌而艰苦。因为一个人,我既是营业员,又承担了保洁员、固定资产管理员、对外事务联络员等各个工种;因为一个人,我连上厕所都得一路小跑,平时也不敢多喝水;因为一个人,遇到忙得不可开交的时候,我也只能硬扛。比如,2006年、2007年的时候,上海电信大力发展“小灵通”,我曾在两周内完成了750台“小灵通”的开通工作。那段时间,经常晚上要加班到10点、11点,晚饭只能让家人送到营业厅。   横沙岛当时只有一个红绿灯,到了晚上,当我摸黑回家时,曾经一度迷茫:“我只不过是名外包劳务工,干多干少一个样,干吗这么拼?”而当第二天身着工作服的我端坐在营业厅,看到父老乡亲们时,我又精神抖擞,把“负能量”全部丢在脑后。   心中满满正能量,我不仅仅满足于做好手头工作,还爱“没活找活干”。只要一空下来,我就开始钻研公司内网上刊登的电信新业务介绍,一些新业务如“全球眼”“天翼导航”等,小小横沙岛上,虽然没有一个用户来办理业务时提到过它们,但我还是一碰到弄不懂的地方,就打电话向上级业务管理部门请教。渐渐地,“横沙岛有个小邱,很好学”在上级那儿有了名气,它也让我在用户中树立了“小邱问不倒”的金字招牌。   下班后,我也不浪费时间。那些年里,我把业余时间都花在读各种各样的“证”上面,我想:多读些书,总是有用的。   一个人的忙碌也给我带来了成就感。每天早上我步行上班,虽然只有短短十几分钟的路途,但一些老用户会半路拦住我和我打招呼,短短十几分钟常常要走半小时,但我内心是愉快的。   从1到10   我一个人坚守横沙营业厅,非但“9年零投诉”,而且收到了二三十封表扬信。这些事渐渐引起了崇明局领导的关注。下转◆4版   (上接第1版)俗话说“机遇总是给有准备的人”,2010年,上海举办世博会,要在全市评选出100名“微笑服务大使”,崇明局向上级推荐了我。经过层层比赛、选拔,最后,我在上海电信近千名客户服务人员中脱颖而出获得冠军,成为上海市100名世博微笑服务大使之一。   随后,我又代表上海电信公司参加了中国电信集团服务技能大赛、央企服务技能大赛,都为企业争了光。   2011年,我获得转正。2012年,我又成为一名光荣的中国共产党预备党员。这时,崇明局也把更重的担子交给了我——把我调到长兴营业厅,并任命我为长兴分局局长助理兼营业厅经理,负责长兴岛两家营业厅的服务督导工作。   两家营业厅共有9名营业员,他们与曾经的我一样,也是外包劳务工。当时,上面给我的政策是“表现不好的可以辞退”。但我想,在长兴岛这样一个弹丸之地,一旦辞退,要找新的工作并不容易。于是,我向当时的崇明局局长施恩立了军令状:“给我半年时间,我负责把他们的业务带上去,我一个也不辞退。”   团队中,有名营业员业务量特别低,用行话叫“困难户”。我仔细观察她,发现她的毛病出在沟通:即用户说上句,她搭不了下句,让用户很扫兴。于是,我陪着她上班,暗中一一记录下她沟通上的毛病。下班后,我们10个人就开会,把这些沟通技巧拿出来分析、讨论、纠正……因为常常要晚上开会,我一周只能回横沙岛一两次。晚上,同事们都有家可以回,我却只能在分局宿舍里过夜。   “困难户”渐渐地不再“困难”了。当时公司推出了新政策:外包工也能享受到绩效提成、多劳多得。当年,长兴局两个营业厅9名员工非但一个没有掉队,而且他们的平均收入,在崇明岛所有12个分局位列第二,有的月奖可以达到好几千元,甚至超过了我。   在担任营业厅服务督导的几年里,我渐渐地把自己的工作方法总结成“望闻问切”的“四步工作法”,“望”,就是主动走出柜台,观察用户的年龄层次,职业特征等,揣摩用户的消费心态;“闻”,通过有效真诚的沟通和聆听,“嗅”出用户的需求和商机;“问”,通过“拉家常”式的询问,既了解目标客户明确的需求,又挖掘潜在的需求;“切”,是切脉,搭准脉搏后,提供个性化、差异化的服务。   2012年,崇明局专门为我成立“邱莉娜工作室”,推广这些方法。当年,“四步工作法”又入选上海电信公司评出的“十佳工作法”。   从10到100   2014年,我的人生进入了更大的平台:先是到了崇明局市场部,半年后,又被调到崇明局实体渠道运营中心,和同事们一起负责崇明三岛12个分局25个营业厅的现场运营管理,营业员总数超过了100名。同时,我还担任了崇明局市场联合党支部的书记。   从0到1,从1到10,现在我要管理100名营业员。当年我自学的“国家二级企业培训师证书”“PMP资格证书”在新岗位都派上了大用场。在此期间,我又被上海电信公司聘为企业内训师,三年来一共开展了200多场内部培训。   荣誉也纷至沓来,2015年,我被评为上海市劳模、全国巾帼建功标兵、上海技术能手。2017年,我又光荣地当选党的十九大代表。我永远难忘出席党的十九大开幕式的情景,报告的每一个字、每一句话都是那么精彩、震撼、激动、鼓舞、自豪,这些情感洋溢在我的内心,我和大家一样,情不自禁地鼓掌!   找准定位,就能闪光。   人生是这样,对于我的家乡崇明来说,也是这样。我在聆听十九大报告时,特别关注与“生态文明”有关的字眼。崇明正在建设“世界级生态岛”,我要为我的祖国、我美丽的家乡献上聪明才智!

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