电信运营商积极落实“民有所呼、我必有应”

Core Viewpoint - China Mobile has launched a comprehensive service initiative aimed at enhancing customer service standards and addressing consumer concerns through a set of commitments, a service supervision platform, and a large service system [1][2][3] Group 1: Service Commitments - The company introduced ten service commitments including "transparent consumption, clear processing," "proactive reminders, secure usage," and "package changes, time-limited processing" to safeguard customer rights [3] - The commitments are designed to ensure that customer needs are met with agility, rapid support, and precise delivery [3] Group 2: Service Supervision Platform - A service supervision platform has been established, allowing customers to provide feedback on unresolved service requests through various channels such as the China Mobile APP, 10080 hotline, and service supervision mini-program [3] - This platform aims to enhance accountability and responsiveness to customer concerns [3] Group 3: Overall Service System - The company emphasizes a customer-centric approach by implementing a comprehensive service philosophy that includes all aspects of service delivery [3] - The initiative aims to transform customer demands into key drivers for improving business services, thereby establishing customer service as a core competitive advantage for sustainable high-quality development [2][3] Group 4: Industry Impact - The initiative reflects a broader commitment to consumer rights protection, which is viewed as essential for public welfare and trust in the industry [1][2] - The company aims to enhance its service capabilities through digital transformation and innovation, addressing the evolving needs of over 1 billion personal customers and 2.8 million family customers [2]