工(gong)作(zuo)中(zhong)，吳(wu)興(xing)(xing)華(hua)(hua)和(he)(he)部(bu)門員(yuan)工(gong)同頻在線(xian)(xian)，并肩作(zuo)戰(zhan)，把踐(jian)行黨員(yuan)初心使命(ming)和(he)(he)發揮黨員(yuan)模范帶(dai)頭(tou)作(zuo)用作(zuo)為(wei)工(gong)作(zuo)遵循(xun)。近日，鐵嶺(ling)市一(yi)處省干光纜突發故(gu)障(zhang)，經(jing)查為(wei)光纜線(xian)(xian)路斷開，直接影(ying)響部(bu)分(fen)縣區有線(xian)(xian)電視(shi)用戶收看電視(shi)和(he)(he)使用寬帶(dai)網絡。初步了(le)(le)解情況(kuang)后(hou)，吳(wu)興(xing)(xing)華(hua)(hua)立即組織運維人員(yuan)來到故(gu)障(zhang)現場，鋪架光纜300米(mi)，熔接光纜12芯，一(yi)場緊張和(he)(he)忙碌的攻堅“搶修戰(zhan)”就這樣打響了(le)(le)。當(dang)天室外(wai)溫度高達(da)32度，吳(wu)興(xing)(xing)華(hua)(hua)和(he)(he)維修員(yuan)們(men)(men)頂著酷暑登高搭(da)線(xian)(xian)，渴了(le)(le)顧不得喝上(shang)一(yi)口水(shui)，熱了(le)(le)顧不上(shang)擦一(yi)把汗。經(jing)過近4個小(xiao)時(shi)積(ji)極搶修，終于恢(hui)復(fu)了(le)(le)信號(hao)。線(xian)(xian)路連(lian)通的那一(yi)刻，吳(wu)興(xing)(xing)華(hua)(hua)長(chang)出(chu)(chu)一(yi)口氣，將(jiang)懸著的心徹底放下，深有感觸(chu)地說：“保障(zhang)有線(xian)(xian)電視(shi)安全(quan)播出(chu)(chu)，是我(wo)們(men)(men)工(gong)作(zuo)的底線(xian)(xian)和(he)(he)紅線(xian)(xian)，也是我(wo)們(men)(men)對用戶的承諾，我(wo)們(men)(men)要(yao)竭盡全(quan)力(li)做安全(quan)傳輸(shu)的‘守護者(zhe)’”。

   吳興華(hua)把為(wei)用戶(hu)(hu)提供滿(man)意服(fu)務(wu)作(zuo)為(wei)自己的(de)工(gong)作(zuo)信條，并牢記心(xin)間(jian)。今年(nian)7月中旬的(de)一(yi)天(tian)，吳興華(hua)接(jie)到一(yi)張(zhang)特殊的(de)服(fu)務(wu)工(gong)單——一(yi)位行(xing)動(dong)不便的(de)獨居老(lao)年(nian)用戶(hu)(hu)，要(yao)求公司(si)安(an)排人員(yuan)(yuan)全程協助(zhu)辦理有(you)線電視安(an)裝(zhuang)繳費業(ye)務(wu)。吳興華(hua)了解情況后，親自到營業(ye)廳(ting)代(dai)用戶(hu)(hu)辦理業(ye)務(wu)，又多次往(wang)返用戶(hu)(hu)家中進行(xing)安(an)裝(zhuang)調(diao)試，并向(xiang)當地網格客服(fu)專員(yuan)(yuan)介紹了用戶(hu)(hu)的(de)特殊情況，囑咐他(ta)們(men)上門(men)服(fu)務(wu)、回訪(fang)。這樣的(de)工(gong)作(zuo)程序，貫穿了吳興華(hua)工(gong)作(zuo)的(de)每一(yi)天(tian)。還(huan)有(you)幫助(zhu)用戶(hu)(hu)繳納費用、手(shou)把手(shou)指導電視調(diao)試方法、上門(men)維修隨手(shou)帶走用戶(hu)(hu)生活垃圾，這些服(fu)務(wu)細節(jie)已經成(cheng)為(wei)他(ta)和部門(men)同(tong)事的(de)工(gong)作(zuo)習慣。

   在日常運維工作(zuo)中(zhong)發掘用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)需求，積(ji)極推介公(gong)(gong)司(si)各類業(ye)務產(chan)品，也是(shi)(shi)吳(wu)(wu)興華(hua)工作(zuo)的(de)(de)(de)重點。近日，一(yi)位轄(xia)區(qu)(qu)用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)聯系到吳(wu)(wu)興華(hua)，對電(dian)(dian)視(shi)(shi)信號(hao)的(de)(de)(de)突(tu)然(ran)中(zhong)斷表示不(bu)(bu)(bu)滿。吳(wu)(wu)興華(hua)到現(xian)場檢查(cha)后(hou)發現(xian)，用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)家(jia)所在小區(qu)(qu)的(de)(de)(de)公(gong)(gong)用(yong)(yong)(yong)(yong)(yong)(yong)電(dian)(dian)出現(xian)故障(zhang)，導致光站設備停止工作(zuo)，他(ta)立即與小區(qu)(qu)物(wu)業(ye)溝通后(hou)，確認(ren)兩(liang)個(ge)(ge)小時內可(ke)(ke)以(yi)恢(hui)復供電(dian)(dian)。隨后(hou)，吳(wu)(wu)興華(hua)第一(yi)時間向(xiang)該(gai)用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)耐(nai)心解(jie)(jie)釋(shi)了故障(zhang)原因(yin)(yin)，用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)卻還是(shi)(shi)不(bu)(bu)(bu)依不(bu)(bu)(bu)饒，表示再(zai)也不(bu)(bu)(bu)用(yong)(yong)(yong)(yong)(yong)(yong)有(you)(you)線(xian)電(dian)(dian)視(shi)(shi)了……吳(wu)(wu)興華(hua)猜(cai)測(ce)，用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)情緒激(ji)動的(de)(de)(de)背(bei)后(hou)應(ying)該(gai)有(you)(you)其他(ta)原因(yin)(yin)。隨后(hou)，他(ta)與部門(men)主管買上一(yi)些水果(guo)來到用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)家(jia)，再(zai)次向(xiang)用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)解(jie)(jie)釋(shi)電(dian)(dian)視(shi)(shi)信號(hao)中(zhong)斷的(de)(de)(de)原因(yin)(yin)，希望(wang)得到用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)的(de)(de)(de)理解(jie)(jie)。用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)見到吳(wu)(wu)興華(hua)特意上門(men)解(jie)(jie)釋(shi)，也表示了理解(jie)(jie)和原諒。在與用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)交流中(zhong)，該(gai)用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)表示當(dang)時正(zheng)在看(kan)電(dian)(dian)視(shi)(shi)劇(ju)(ju)的(de)(de)(de)興頭上，突(tu)然(ran)沒信號(hao)了，因(yin)(yin)為錯過了精彩的(de)(de)(de)劇(ju)(ju)情，所以(yi)很生氣，報修時態度才不(bu)(bu)(bu)好的(de)(de)(de)。“大姐，錯過直播不(bu)(bu)(bu)要緊(jin)，咱們(men)有(you)(you)線(xian)電(dian)(dian)視(shi)(shi)可(ke)(ke)以(yi)回看(kan)啊(a)！”吳(wu)(wu)興華(hua)立馬向(xiang)用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)詳(xiang)細介紹(shao)了公(gong)(gong)司(si)數字(zi)電(dian)(dian)視(shi)(shi)業(ye)務的(de)(de)(de)時移回看(kan)功(gong)能(neng)。結(jie)果(guo)，用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)當(dang)天(tian)就到營業(ye)廳辦理了此項(xiang)業(ye)務，稱(cheng)贊(zan)道：“你(ni)們(men)有(you)(you)線(xian)的(de)(de)(de)客(ke)服(fu)專員真不(bu)(bu)(bu)錯，服(fu)務真是(shi)(shi)好！”事后(hou)，吳(wu)(wu)興華(hua)總結(jie)，發現(xian)用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)需求，引領用(yong)(yong)(yong)(yong)(yong)(yong)戶(hu)(hu)(hu)需求，應(ying)該(gai)時刻貫穿于客(ke)服(fu)專員工作(zuo)的(de)(de)(de)每(mei)個(ge)(ge)環節中(zhong)，只有(you)(you)在日常工作(zuo)中(zhong)多宣傳公(gong)(gong)司(si)營銷活動政策、業(ye)務產(chan)品賣點，才能(neng)為公(gong)(gong)司(si)增收創效做出貢獻。

   公(gong)司“用戶(hu)(hu)(hu)節(jie)”營銷活(huo)動開(kai)始后，吳興華帶領團(tuan)隊積極向(xiang)老用戶(hu)(hu)(hu)宣傳(chuan)優惠套(tao)餐，向(xiang)離網(wang)用戶(hu)(hu)(hu)宣傳(chuan)回網(wang)政策。他將銷售高清機頂盒(he)、愛奇藝(yi)產品(pin)，回收(shou)舊(jiu)機頂盒(he)和銷售非網(wang)產品(pin)列入工作重點，取(qu)得了優異的工作業績。吳興華表示，“用戶(hu)(hu)(hu)節(jie)”惠民政策多，是(shi)“穩固開(kai)拓(tuo)基本戶(hu)(hu)(hu)、大力發展(zhan)寬帶戶(hu)(hu)(hu)、積極拓(tuo)展(zhan)互動戶(hu)(hu)(hu)”的有利時機，一定要和客(ke)服專員們(men)干出成績，取(qu)得效果，把中國廣電的優質服務帶到(dao)千家萬(wan)戶(hu)(hu)(hu)。

   多年(nian)來，吳興華像(xiang)一團火(huo)溫暖著(zhu)(zhu)用(yong)戶(hu)的心，憑借著(zhu)(zhu)對(dui)本職工作的熱(re)愛，為用(yong)戶(hu)提供細致、暖心服務(wu)。他的敬業(ye)精(jing)神也感(gan)染(ran)著(zhu)(zhu)身(shen)邊的每一位(wei)同事，大家團結協作，擰(ning)成(cheng)“一股繩”，共同為完成(cheng)中國(guo)廣(guang)電遼寧公(gong)司鐵嶺市分公(gong)司年(nian)度經營(ying)目(mu)標任(ren)務(wu)貢獻自己的力量(liang)。

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