Si Chuan Ri Bao·2025-12-15 22:10Core Viewpoint - Sichuan Mobile is transforming its service model from passive response to proactive protection, focusing on transparency, safety, and care for special groups, thereby enhancing customer experience and satisfaction [4][9]. Group 1: Service Transparency and Safety - Sichuan Mobile has implemented a "service account" system that provides customers with clear details on fees and consumption, ensuring they have control over their expenses [5]. - The company has launched a "harassment and fraud prevention" service that has protected over 41 million customers by effectively blocking unwanted calls [6]. - Advanced technology is utilized to enhance security, including AI monitoring systems during major examinations to ensure fairness and integrity [6]. Group 2: Online and Offline Service Integration - Sichuan Mobile is promoting a seamless integration of online and offline services, allowing customers to access services proactively rather than having to seek them out [7]. - The "video customer service" feature enables remote assistance for troubleshooting, making complex processes simpler for users [7]. - The "online appointment" feature in the mobile app allows users to reserve service times and check queue statuses, significantly improving convenience [8]. Group 3: Special Group Care - The company has established a "special group response mechanism" to assist elderly and rural customers, providing services such as door-to-door SIM card replacement and fraud prevention education [9]. - Sichuan Mobile has initiated programs to protect vulnerable populations, including the installation of fire alarms for elderly individuals and distributing safety wristbands for children [10][11]. - The company is committed to bridging the digital divide for the elderly by offering tailored services and support, ensuring they can enjoy a secure and connected life [10]. Group 4: Community Engagement and Social Responsibility - Sichuan Mobile has engaged in community initiatives, such as providing technology education to rural schools, thereby fostering a sense of security and opportunity for children [11]. - The company emphasizes the importance of safety for both the elderly and children, creating a multi-layered protective network through community collaboration [10][11]. - Sichuan Mobile aims to enhance the overall sense of security and well-being for all customers, regardless of age or location, through its comprehensive service offerings [11].