Location:Homepage - Information Center - Media Coverage

简体版 | 繁體版 |Navigation | Careers | Contact Us

Information Center

Media Coverage

  • 2010-09-13 17:41:09 Source:Think Tank  (Views:173)

Managers cannot take the matter on its merits

Chen Dan, the female leader of an IT services provider with over 6,000 employees — CE Dongli, was in an interested look and excitement when she was talking about all sorts of joys and sorrows of providing informatization service for SMEs. She said competition in provision of informatization services was not only limited to technology, business mode and management process but also in the comprehension of the “changing” demands of SMEs.

 

Think Tank: CE Dongli should belong to service industry. How does CE Dongli manage customers’ complaints?


Chen Dan: CE Dongli has a customer service department responsible for customers’ complaints. Customer service personnel are regarded as the chief representatives of customers. A report analysis of customer complaints (VOC — Voice of Customers) is prepared every month, which I spent much time on reading carefully. As a leader, I have to grasp the key links behind the problems so as to avoid its repetitions. There is no special technique, but only “seriousness”.

 

Think Tank: As far as I know, you spent most time on researching and understanding of situations in different branch offices each year. Can you share your experiences?


Chen Dan: People said that “I focus on major things, but not neglect small issues” and “I delegate to people, but not without keeping an eye on the progress”. I understand that all staff may hide up problems when happened, however, all corporate problems will be revealed by customers, and all the management problems will be discovered by staff.

 

I particularly agree with “End Theory”. I also read reports, but I prefer to going down to the grass-roots levels, for example, “ambushing” among grass-roots staff. I listened to their conversations with customers by telephone. Staff were not aware of my presence, so they would not perform vigilantly but in a normal manner. I would know whether they were promoting the targeted products showing good attitude and honesty to the customers, and I could discover something we might ignore before. Being a qualified manager, the person must pay attention to details, be accountable, and seek solutions. Usually, the person must spend 10% of his energy in solving problems and 90% in finding out the real reason behind. For me, I spend 99% of my energy on the latter.

 

  Think Tank: With the development of cloud computing, competition becomes vigorous, and the industry is facing much more integrations, innovations and challenges. 2010 will be the 11th anniversary of CE Dongli.  Being one of the cloud computing service providers, what is the greatest challenge CE Dongli will face to achieve an increase in users thru industry integration?

 

Chen Dan: The greatest challenge is the rapidly changing market which is very uncertain because customers’ demands may change at any time. For instance, IPAD has changed many customers’ habits. In addition, people aged in “80s”and “90s” have gradually become the mainstream of enterprises, they have a totally different demands and comprehension of Internet by comparing with their parents. Therefore, with the changing customers’ demands, how to keep close to customers is the greatest challenge. As an entrepreneur, it is important to find a way and make the way to be successful.

Keywords you inputted:

A company listed on The Stock Exchange of Hong Kong Limited(Stock Code:0250)???? Sino-i Technology Limited Copyright 
网站地图 彩7广西快十 彩7频游戏 彩17六合彩
申博sunbet游戏 申博在线太阳 太阳城集团网上娱乐 申博138欢迎您
新澳博国际娱乐 万达彩票客户端下载登入 澳门金沙网上娱乐登录 天上人间娱乐在线游戏
彩17江苏快3 彩17六合彩 彩7江西时时彩 彩17北京快3
彩7江苏11选5 彩7香港分分彩 彩17澳洲3分彩 彩7黑龙江时时彩
989jbs.com 726SUN.COM 1888DZ.COM 787cw.com 288BBIN.COM
986sj.com 898cw.com 917psb.com TONGSHISHI.COM 676sj.com
8PJS.COM 729psb.com XSB885.COM 822TGP.COM 218PT.COM
989sunbet.com 132cw.com 157cw.com 911XTD.COM 1112898.COM