1. What happened to a citizen in Xinxiang, Henan who was scolded for calling 12345? All of us have more or less experience in dealing with customer service in our daily life, especially telephone customer service. In everyone's mind, telephone customer service is a group of particularly gentle people who can help us solve problems, and even if we meet people with relatively bad temper, telephone customer service can always treat everyone with the most patient attitude and help them solve problems. A citizen of Henan reported to the media that he was called crazy by the operator when calling the citizen hotline 12345. The reason why this citizen called the citizen hotline was because he found that the hospital overcharged during the process of seeing a doctor, so he wanted to call the citizen hotline to reflect this problem, but he was rudely treated by the operator.
Second, why do operators do this? After receiving the citizen's feedback, the relevant media reported to the relevant departments, and the relevant departments also launched an investigation at the first time. The survey results show that this matter is true, so the local authorities have ordered the operators involved and the district government to rectify their work behaviors and attitudes, and also asked the relevant leaders in the area where the operators belong to apologize to the citizens. The problem of hospital overcharging has also been solved, and the reason why the operator called the citizens crazy is because the operator thought that the citizens hung up at that time, so he told his colleagues that the citizens looked like mental derangement, but he didn't expect the phone to hang up at that time, so the citizens heard what the operator said.
Third, how to evaluate the practices of operators? As an operator, no matter in the process of answering the hotline or after answering the hotline, you should not abuse and attack any caller unreasonably, because your job attribute determines that you must serve everyone who calls the hotline with a good service attitude. If you can't face this job with a particularly good work attitude, then obviously, although the incompetent operator said that he insulted citizens only after feeling that the phone was hung up, it also shows that he is a very incompetent person. Therefore, it is hoped that the relevant departments should also examine the personal qualities of each operator when hiring these operators, and do not let people with poor working attitude and no quality enter the ranks of operators.