CHINA UNICOM(HK:00762) Chang Sha Wan Bao·2026-01-15 09:11Core Viewpoint - The successful resolution of a customer complaint by Changsha Unicom highlights the company's commitment to high-quality service and proactive risk management [1][2] Group 1: Customer Complaint Handling - Changsha Unicom received a complaint from a customer regarding issues with a value-added service after switching to a new plan, which led to continued charges without access to benefits [1] - The company assigned an experienced specialist to address the complaint, who identified potential systemic issues affecting the entire province [1] - The resolution involved not only addressing the individual complaint but also implementing a comprehensive review and process improvement to prevent future occurrences [1] Group 2: Service Improvement and Strategy - The incident reflects Changsha Unicom's approach to viewing customer complaints as opportunities for service enhancement and management improvement [2] - The company aims to transition from a reactive complaint handling approach to a proactive risk prevention strategy [2] - Future initiatives will focus on enhancing predictive service capabilities and systematic error correction mechanisms, along with strengthening cross-departmental collaboration and data governance [2]