Introduction: According to reports, the Ningbo meter-reading staff has one more function besides the functions of meter reading, propaganda, liaison, consultation, and inspection. They are social and public opinion investigators who are active in the streets and alleys of the six central districts of Ningbo. They not only take the initiative to understand the needs of the masses, solve water problems, but also listen to the people and convey public opinion. They are a new force that “goes deep into the grassroots and serves the people†and are the most polluting public opinion teams that serve the people’s livelihood. They not only copy the meter but also “copy†people’s hearts.
According to the Ningbo urban management and water supply department, a team of meter reading staff with a combination of meter reading, publicity, liaison, consultation, and inspection functions has one more function - Social Opinion Investigator, active in 6 central districts in Ningbo. Urban and rural streets.
Meter-reading staff read an average of more than 5,000 households per month. It is understood that there are more than 120 meter-readers in six central Ningbo districts, with an average of more than 5,000 meter-per-hour meter readings. Every two months can visit all households. They go deep into the grassroots and deal directly with the masses. They can feel the people's warmth for the first time, and the process of meter reading is the process of understanding social conditions and public opinions. They not only take the initiative to understand the needs of the masses, solve water problems, but also listen to the people and convey public opinion. They are a new force that “goes deep into the grassroots and serves the people†and are the most polluting public opinion teams that serve the people’s livelihood. They not only copy the meter but also “copy†people’s hearts.
The original meter reading service model of Ningbo Urban Management Water Supply Department was “copying water meters, sending invoices, and arrears callingâ€. Although the fine division of labor of this fine chemical species can improve work efficiency, it is prone to service blind spots. After reading the number of meter readers to leave, the water problems reported by the residents could not find the responsible person. At this time, residents either feel grumpy, complain about companies or even the government, or continue to seek solutions through media exposure or other means. But at this time, trivial matters have become a major event and companies have missed the best time to eliminate dissonant factors.
Upgrading Meter Readers to Customer Representatives Currently, Ningbo Urban Management Water Supply Department has reformed the original meter reading service model and upgraded community meter readers, business office toll collectors, pipeline repairers, and pipeline network surveyors to customer representatives. The work functions of only the meter readers were expanded from the original single meter reading to the functions of meter reading, propaganda, communication, consultation and inspection. Each customer representative is responsible for one area, representing the entire water supply company and serving as the “film police†and “housekeeper†for the water use in the area, providing users with all services involving water use. The entire head office and branch offices provide support for customer representatives. All the water problems that people reflect are reflected to the customer representative and are equivalent to the water supply department.
He Junguo is such a customer representative. He worked in the Jiangdong Water Supply Company for 12 years. He was first responsible for the Jiangdong Huanghua, Baihe, and Wangjing communities, and later he was responsible for more than 70 middle and high-rise communities in Jiangdong District and Science and Technology Park. Meter reading task. Unlike in the past, his kits had more water bills, renovations of meter notifications, protective water stop notices, service message cards, and screwdrivers, pliers, and more. From promoting the latest water supply policies to answering public water consultations, from helping users to repair pipelines to patrolling the safety of water supply facilities, he has become a “professional steward†of residential water for residents.
He Junguo said that only by doing a good job of all tasks can the trust of the people be won, and they will only pay for it in time and they will take the initiative to offer advice and suggestions to help the company develop better. In accordance with relevant standards, existing customer representatives are striving to “copy, read, and copy†to provide users with a full range of information services, face-to-face communication with customers, and caring services to enable citizens to “zero waitâ€. Let supply and water facilities safety "zero defects." When users encounter water problems, as long as a phone call, customer representatives will arrive at the door unconditionally. So far, He Junguo has recorded 7 notes, detailing the difficulties encountered in the meter reading process, and hearing various needs, suggestions and opinions. He also drew the position and number of each household table very carefully, and noted the monthly water consumption of the user. He said that copying the wrong number could bring great losses to the residents, so we must be careful.
The 120 meter-readers became the image representative of the water supply service. The former meter-readers simply read the meter, and afterwards, they went to the next quarter after they had copied and left the area. What problems do residents have? Often they cannot find people. They do not receive satisfactory answers and cause unnecessary complaints. According to the unified requirements of the head office, the customer representative is responsible for one person in the end and no service blind spots are allowed. He Junguo left his own phone number on the bills, leaflets, and service message board, and was obliged to answer calls from residents. Even at night, he explained it in earnest and did not shirk it. He said that it is now a person who does the work of the original two or three people. It is very tired but very fulfilling. Especially when they see the residents' happy smiles, all the fatigue is gone.
Through the full range of services provided by 120 meter readers, not only is it convenient for customers, it avoids the trouble of different services to find different people, but also improves the overall service efficiency of the company, removes barriers between different services, and effectively avoids the gap between different service personnel. Push each other. For enterprises, cost savings, efficiency improvements, and real service advancement are realized. To this end, the urban water supply department has strengthened professional skills training, etiquette training and civil service education for meter reading workers, and has conducted regular assessments.
One day, when He Junguo read the meter in the district of Wangfu, he discovered that the water meter of a household had turned very quickly, and the amount of water in the month was a lot more than usual. With years of experience, he speculated that it is likely that water leaks from residents' homes. He found the householder and knocked on the door for more than half an hour to get out of an 80-year-old lady. I heard that the water pipe may be broken and the old lady is in a hurry. He Junguo helped to find the cause of running water while comforting him. He finally discovered that the toilet flusher was broken and leaked automatically. He Junguo immediately opened the toilet repair until it was completely repaired. After learning that the old man had lived alone, He Junguo often went to the old lady's house to help him do whatever he could.
When He Junguo read the meter at the Pujing Garden, he discovered that the water used by a household with few ordinary waters reached hundreds of tons in the month. How can it be so high? He speculated that there was a problem with the pipeline. For the purpose of protecting the residents' water, he immediately shut off the water main valve and left a protective water stop notice with his own telephone number. In the evening, the user contacted him. He Junguo immediately rode the electric car to the residents' home to find leaks and found that the kitchen pipes had been leaking. Immediately, he dialed the 96395 hotline and asked maintenance personnel to repair it.
According to the Ningbo urban management and water supply department, a team of meter reading staff with a combination of meter reading, publicity, liaison, consultation, and inspection functions has one more function - Social Opinion Investigator, active in 6 central districts in Ningbo. Urban and rural streets.
Meter-reading staff read an average of more than 5,000 households per month. It is understood that there are more than 120 meter-readers in six central Ningbo districts, with an average of more than 5,000 meter-per-hour meter readings. Every two months can visit all households. They go deep into the grassroots and deal directly with the masses. They can feel the people's warmth for the first time, and the process of meter reading is the process of understanding social conditions and public opinions. They not only take the initiative to understand the needs of the masses, solve water problems, but also listen to the people and convey public opinion. They are a new force that “goes deep into the grassroots and serves the people†and are the most polluting public opinion teams that serve the people’s livelihood. They not only copy the meter but also “copy†people’s hearts.
The original meter reading service model of Ningbo Urban Management Water Supply Department was “copying water meters, sending invoices, and arrears callingâ€. Although the fine division of labor of this fine chemical species can improve work efficiency, it is prone to service blind spots. After reading the number of meter readers to leave, the water problems reported by the residents could not find the responsible person. At this time, residents either feel grumpy, complain about companies or even the government, or continue to seek solutions through media exposure or other means. But at this time, trivial matters have become a major event and companies have missed the best time to eliminate dissonant factors.
Upgrading Meter Readers to Customer Representatives Currently, Ningbo Urban Management Water Supply Department has reformed the original meter reading service model and upgraded community meter readers, business office toll collectors, pipeline repairers, and pipeline network surveyors to customer representatives. The work functions of only the meter readers were expanded from the original single meter reading to the functions of meter reading, propaganda, communication, consultation and inspection. Each customer representative is responsible for one area, representing the entire water supply company and serving as the “film police†and “housekeeper†for the water use in the area, providing users with all services involving water use. The entire head office and branch offices provide support for customer representatives. All the water problems that people reflect are reflected to the customer representative and are equivalent to the water supply department.
He Junguo is such a customer representative. He worked in the Jiangdong Water Supply Company for 12 years. He was first responsible for the Jiangdong Huanghua, Baihe, and Wangjing communities, and later he was responsible for more than 70 middle and high-rise communities in Jiangdong District and Science and Technology Park. Meter reading task. Unlike in the past, his kits had more water bills, renovations of meter notifications, protective water stop notices, service message cards, and screwdrivers, pliers, and more. From promoting the latest water supply policies to answering public water consultations, from helping users to repair pipelines to patrolling the safety of water supply facilities, he has become a “professional steward†of residential water for residents.
He Junguo said that only by doing a good job of all tasks can the trust of the people be won, and they will only pay for it in time and they will take the initiative to offer advice and suggestions to help the company develop better. In accordance with relevant standards, existing customer representatives are striving to “copy, read, and copy†to provide users with a full range of information services, face-to-face communication with customers, and caring services to enable citizens to “zero waitâ€. Let supply and water facilities safety "zero defects." When users encounter water problems, as long as a phone call, customer representatives will arrive at the door unconditionally. So far, He Junguo has recorded 7 notes, detailing the difficulties encountered in the meter reading process, and hearing various needs, suggestions and opinions. He also drew the position and number of each household table very carefully, and noted the monthly water consumption of the user. He said that copying the wrong number could bring great losses to the residents, so we must be careful.
The 120 meter-readers became the image representative of the water supply service. The former meter-readers simply read the meter, and afterwards, they went to the next quarter after they had copied and left the area. What problems do residents have? Often they cannot find people. They do not receive satisfactory answers and cause unnecessary complaints. According to the unified requirements of the head office, the customer representative is responsible for one person in the end and no service blind spots are allowed. He Junguo left his own phone number on the bills, leaflets, and service message board, and was obliged to answer calls from residents. Even at night, he explained it in earnest and did not shirk it. He said that it is now a person who does the work of the original two or three people. It is very tired but very fulfilling. Especially when they see the residents' happy smiles, all the fatigue is gone.
Through the full range of services provided by 120 meter readers, not only is it convenient for customers, it avoids the trouble of different services to find different people, but also improves the overall service efficiency of the company, removes barriers between different services, and effectively avoids the gap between different service personnel. Push each other. For enterprises, cost savings, efficiency improvements, and real service advancement are realized. To this end, the urban water supply department has strengthened professional skills training, etiquette training and civil service education for meter reading workers, and has conducted regular assessments.
One day, when He Junguo read the meter in the district of Wangfu, he discovered that the water meter of a household had turned very quickly, and the amount of water in the month was a lot more than usual. With years of experience, he speculated that it is likely that water leaks from residents' homes. He found the householder and knocked on the door for more than half an hour to get out of an 80-year-old lady. I heard that the water pipe may be broken and the old lady is in a hurry. He Junguo helped to find the cause of running water while comforting him. He finally discovered that the toilet flusher was broken and leaked automatically. He Junguo immediately opened the toilet repair until it was completely repaired. After learning that the old man had lived alone, He Junguo often went to the old lady's house to help him do whatever he could.
When He Junguo read the meter at the Pujing Garden, he discovered that the water used by a household with few ordinary waters reached hundreds of tons in the month. How can it be so high? He speculated that there was a problem with the pipeline. For the purpose of protecting the residents' water, he immediately shut off the water main valve and left a protective water stop notice with his own telephone number. In the evening, the user contacted him. He Junguo immediately rode the electric car to the residents' home to find leaks and found that the kitchen pipes had been leaking. Immediately, he dialed the 96395 hotline and asked maintenance personnel to repair it.
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