2020-11-18
In response to the University’s call of deepening the construction of the work style, all staff of the service hall of the Information Center participated in an internal training workshop at noon October 20thin striving to provide high-quality and convenient online and offline integrated services.
To better cater to the needs of teachers and students, the training emphasizes the importance and necessity of adhering to the four working norms of “first-inquiring responsibility system, one-time notification, deadline for completion, AB corner service”. Whether it is online or offline business, it is necessary to “worry about what users are anxious about and think about what users want”, and actively serve them with the attitude of “first-inquiring responsibility”. After the business is handed over to colleagues, follow-up measures must be taken in timely manners to make sure that the user problems have been properly resolved. If the problem cannot be solved within the required time limits, explanations must be made in advance to let the user know the likely time when it can be completed and hence gain their understanding. In case a person needs to be away from his post for some reasons, arrangements must be made in advance to make sure that a backup person would report to the duty on time, thus preventing the clients from running futile errand in their businesses. On the basis of the four working standards, we should pay more attention to the standardization of service terms in the future to provide users with standardized and cordial service experience.
In the second part of the workshop, the trainer combed through the entire service flow to make sure all workers are familiar with their work, including those concerning campus network, internet accounts, campus IC card, digital BFU platform, enterprise WeChat and online service hall and other services. The outbreak of COVID-19 brought about many new challenges to the informatization efforts of the university. The Information Center has strictly implemented the requirements of constructing office work style. On basis of classification and summary, the Information Center has compiled clear business guidance instructions that can be readily accessed through the “Service” column in the Center’s official website. At the same time, all the businesses that can be handled online will be transferred to the “network” to facilitate users to “stay at home and enjoy online service”. For users who are not familiar with the changes of business rules, customer service personnel are required to make due explanations. While opening offline services, they should also guide and assist users to understand and master the new online process.
It is reported that the Online Service Hall has now included 12 external service items, such as network fault report, campus IC card handling or extension, etc., and handled 1,467 customer services in total, with the overall work efficiency notably improved.
At the end of the training workshop, all staff said that the training was very meaningful, which provided a better platform for colleagues to communicate and learn while sorting out work. The head of the Information Center said that such business training activities should be strengthened in the future to ensure that the business procedures shall be further streamlined to better serve the needs of all users.l
