I. Introduction
First of all, I would like to thank my tutor, Mr. Hong Xiao, for his recommendation. China Mobile has always been good at marketing and service. As a new teacher majoring in marketing and planning, it is a rare opportunity to practice in Zhongshan Mobile Company. Although this internship is only a short month, my harvest is far greater than originally expected, thanks to the careful arrangement and guidance of the leaders and colleagues of Zhongshan Mobile Urban Branch. Before I officially went to the internship, General Manager Cai and Deputy General Manager Jason of the downtown branch had already worked out a detailed internship plan for me in spite of their busy schedules, and even refined the internship content and the arrangement of relevant responsible persons every day. On the day of mobile internship, I will meet new friends, learn new knowledge and feel new experiences every day. Every day is full. I admire their meticulous and rigorous work attitude. Express heartfelt thanks to them for their help!
Second, the internship content
Although there is only one month's internship, every day's internship has new gains and discoveries, and my life is rich and colorful. I often sum up myself in this internship day. Now I have to sum it up in words, only to find that there are so many gains. I think I can talk about my internship content from four aspects: visit, communication, experience and actual combat.
1, Visit: During this internship, I was lucky enough to visit many places worth learning.
Cultural Corridor of Zhongshan Mobile Headquarters. The cultural corridor located on the second floor of Zhongshan Mobile Headquarters-Global Communication Building is an important window to understand mobile. The publicity column there is updated with the latest mobile culture from time to time, where I learned the latest corporate culture of mobile: the construction of "activity 100" team and the shaping of "discovery 100" corporate culture.
"Communication 100" Hengxin Business Hall, GSM Business Hall and M-Zone Campus Brand Store. The business hall is a window for mobile to directly face customers. The staff here are the front-line personnel of mobile. They directly deal with customers and directly represent the image of mobile. In these different business halls, we not only see the seriousness of mobile people's work and their enthusiasm for life, but also feel a strong sense of responsibility and belonging to the company. What impressed me the most was the importance that Mobile attached to the working atmosphere and the needs of employees. Each business hall has different design styles because of its different positioning. From the dress of each staff member to the placement and design of all items in the store, it reflects the different styles of each business hall. At the same time, the staff in each business hall are like a family. In their backstage work area, there are closets, sofas and brightly colored and lovely wall newspapers. These places bear witness to their solidarity and mutual assistance. Some of them put group photos, some books, some lovely toys and some trophies in the closet. The wall newspaper has photos of all the members of their business hall, and there are many inspiring words. After reading it, they were very moved. Every office is like a big family.
2. Communication:
Communication is the aim of mobile operation, and all mobile business halls will be branded as "communication 100" because it is an enterprise that pays attention to communication with customers and employees. Here, as learners, we also deeply feel this. During my internship, I was lucky enough to know four very important tutors.
The first one is Cai, general manager of the downtown branch. Cai is always an amiable leader, always with a warm smile on his face, and good at conveying complicated knowledge to the other side with humorous words. Cai is an old hero who has worked here since the establishment of Mobile. He witnessed the growth of mobile for many years. In the conversation with Cai, he can deeply feel his love and recognition of mobile. At the same time, Mr. Cai has a wide range of knowledge. Just talking to Mr. Cai about any topic will suddenly realize that this problem can be analyzed so deeply, and communicating with Mr. Cai is like talking to an encyclopedia. During the internship, Teacher Cai paid great attention to the communication with our two intern teachers. As soon as he has time, he will personally tell us many stories about mobile culture and development: from the tariffs and brand introductions of the three major brands to corporate culture, corporate development history, corporate system and corporate development strategy, Teacher Cai's words and deeds have benefited me a lot.
The second important mentor is Jason, deputy general manager of the city branch. Mr. Zhang used to be the technical backbone of mobile, and later transformed into management. In teacher Zhang, there are both the meticulous and rigorous characteristics of technicians and the atmosphere and kindness of managers. My internship plan was designed and followed by Teacher Zhang himself. Mr. Zhang personally drove my husband and me to visit the Mobile Culture Corridor and Theory of Three Represents Service Hall. We were very moved by the detailed explanations and arrangements along the way, because as the leaders of the branch, they were all very busy. But for our two little teachers who practice, in order to make us gain something, they spare no effort to help us and make the practice achieve the best effect, which fully shows that all the floating personnel are very busy.
The third important instructor is Deng Li, the beauty of the service marketing center of the city branch. Deng Li is a talented woman who graduated from Wuhan University. Although I am the same age, I have worked in mobile for more than a year and have grown into a business backbone. In her, I saw the innovative, hard-working and positive work style of mobile people. Every time I see her dedicated and meticulous work, I can't help asking myself to learn from her. This time, Wu Lijun and I took a campus promotion activity to help Deng Li complete Fetion business as our work.
The fourth important instructor is Li Huiming from Hengxin Service Hall of City Branch. Amin is the technical backbone of Hengxin Service Hall and a pioneer in the promotion of new data services. He has great research on mobile phones and various communication products and services. In the days of Hengxin experience, Amin played the role of a small teacher, helping us to be familiar with and understand the facilities and business processes of the business hall, and even helping us to train a lot of knowledge about new mobile data services. Let's learn more about Fetion, mobile phone morning and evening news, mobile phone email, let's play together, MMS greeting cards and other new mobile phone services. To raise our original understanding of mobile phone services to a professional level. With Amin's help, we have benefited a lot from various mobile communication products and services.
3. Experience:
When we come to mobile, we have a real opportunity to experience mobile culture. The experience here is not only commuting with colleagues in the city branch every day, but more importantly, the mobile leaders have created many opportunities for us to contact different mobile cultures and working environments.
Hengxin business hall business experience day
From July 26th to August 1, Wu Lijun and I stayed in the Hengxin business hall of Zhongshan Mobile for four days. Hengxin Business Hall is the winner of China Mobile's National Youth Civilization, which represents the highest service level of the mobile business hall to some extent, and the business hall is the front desk of China Mobile, so it is the most direct place to feel the mobile culture.
The four days here, the first two days are the days to be influenced by mobile phone culture. On the first day, Manager Peng Kaijun and Li Huiming of Hengxin Business Hall took us to visit the backstage operation area and the front operation area in the store, visited the facilities in the service hall, and introduced their store culture and team culture: this is a united, active and calm team. Because the main customer groups in Hengxin Business Hall are business people, the requirements for the staff there are famous for being rigorous, responsible and comprehensive. Their daily clothes, manners and manners have been strictly trained, and their business ability has been assessed in various forms almost every month. Here we see the diversification of employee training methods and assessment systems. The next day, Li Huiming from Hengxin Business Hall came to give us training on new mobile data services. Amin armed our brains with professional knowledge like training new employees, which made us become experts in new business operation in a short time and cultivated our great interest in new mobile data business.
The last two days are the days when we go to actual combat in person. We came to the information desk of Hengxintang and became receptionists. Mobile's requirements for consultants are: for every customer who enters the door, whether he needs it or not, we must go forward and say, "Hello, what can I do for you?" Then, we should be able to help customers quickly find solutions to meet their different needs. If it can be solved by a consultant, it should be solved directly. If it can't be solved, help the customer get the queue number and go to the business desk of the business hall for processing. Professional gestures and conversation, patient and meticulous explanation, and the ability to improvise are the basis for doing a good job in front desk consultation. The experience of those two days made us deeply realize this.
"M-Zone" Three-person Basketball Experience Day
"M-Zone" three-person basketball game is an important activity held by Zhongshan Mobile every year. This activity has been held for five years in a row, because the theme it advocates is: national fitness, my site, my decision, so it is an activity related to the health of Zhongshan people, and the relevant leaders of mobile companies, municipal government and sports bureau attach great importance to it every year. In this short one-month mobile internship, I strongly feel that Mobile has been advocating a grateful attitude and has begun to invest more and more energy to create an excellent corporate image that always considers the people and the country. I also believe that Mobile can really be grateful, caring and helpful to all customers who support them.
The "M-Zone" three-person basketball game received strong support from Zhongshan Sports Bureau due to strong social response, which effectively enhanced the image of Mobile in the eyes of the government. Watching the game on the spot, I was moved not only by the witty, brave and high-spirited performance of many players on the field, but also by the extraordinary ability of mobile companies to plan collective activities. The total cost of this basketball game this year is about 6.5438+0.7 million yuan, and the cost of venue construction and advertising alone is about 70,000-80,000 yuan. The advertising is very strong, and almost all the basketball stands and open-air related facilities in the stadium are used. Its advertisements mainly highlight the characteristics of M-Zone brands and the newly adjusted tariff standards of the three major mobile brands, and so on. Billboards are everywhere. Even during the intermission, the questions that the host asked the audience in the game session were all about the new mobile data service. These details have played a very good publicity role, and also promoted the status of M-Zone brand and even the whole China mobile brand in the public mind.
Excellence because of you, the city branch communicates.
According to the concept of "discovery 100" of Zhongshan Mobile, in order to help the employees of the branch to solve the problems encountered in their work and life, build a platform for employees to interact with the company, and further create a team atmosphere of "dynamic city, passion transmission", Zhongshan Mobile City Branch held a communication meeting with the theme of "Excellence because of you" on the evening of August 13.
Fortunately, Mr. Cai invited me and my husband to participate in this exchange meeting, which once again made us feel the free and equal communication between mobile employees and superiors. The activity is divided into several different links: the leader speaks, summarizes the work in the first half of the year, and makes corresponding plans for the work in the second half of the year; Employees report the latest work progress; Some employees performed a sketch to show the highlight of the mobile service hall-the morning class meeting. The most prominent highlight is the last communication link: each employee can anonymously write down the questions he wants to consult on a small piece of paper, and then the host will collect these questions and the leaders of relevant departments will answer them one by one. The top leaders of all departments attended this activity that night, such as the deputy general manager of Zhongshan Mobile and the general manager of human resources department. General manager of finance department, general manager of comprehensive management department, chairman of trade union, etc. And many employees present are front-line employees from Zhongshan Mobile Service Hall. I want employees to gain more from such cross-level communication than the on-site leaders' answers to the questions themselves, but the sense of equality and respect that employees experience from this open and free communication process. This kind of relationship established through communication will inevitably encourage employees to be more active in their work.
Launching Ceremony and Service Culture Exchange Meeting of zhongshan port Traffic Police Brigade and Zhongshan Mobile Service Magnetization Project of Zhongshan Library.
On the evening of August 65438+May 28, 2007, the launching ceremony of Zhongshan Mobile Service Magnetization Project was held. The so-called service magnetization project is a series of activities to learn from the successful experience of the company's local talent magnetization, grasp the actual needs of group customers to improve their subordinate service skills, and establish a talent magnetization base in the city branch. The main way to carry out its activities is to ask customers of the target group to send business backbones to Zhongshan Mobile Phone City Branch in batches for a learning experience of about 3 days. The top three applicants for this service magnetization project are: Zhongshan Hua Gang Gas Group, Municipal Traffic Police Brigade and Zhongshan Library.
Speaking of this service magnetization project, I am also the earliest beneficiary of this magnetization project. Although the launching ceremony has just begun, I have actually experienced this service magnetization activity for almost a month. During my internship for one month, the leaders of the urban branch trained our two teachers in full accordance with the requirements of the deep magnetization project. We are not a three-day learning experience period, but a one-month experience period. We are obviously more magnetized by the mobile enterprise culture here than any unit personnel involved in this project.
At the launching ceremony of service magnetization, Mr. Cai from City Branch gave a two-hour speech in the second half of the activity and presided over a special lecture on "Service Management and Customer Satisfaction". The main contents include service characteristics, challenges faced by service work, service management concepts, and customer complaint handling skills. All these contents have benefited me a lot as a fresh graduate who is about to enter the campus and be upgraded to a teacher. After the lecture, Mr. Cai had an interactive exchange with the group customers on service culture. Employees of the urban traffic police brigade, zhongshan port Hua and other units raised service questions, and Mr. Cai gave detailed answers one by one.
4. actual combat
After visiting, communicating and experiencing, it is naturally a practical stage. At this stage, the leaders of the urban branch have prepared many cases for Wu Lijun and me to learn, and let us redesign the activity plan according to our own understanding, including the study and discussion of practical cases such as Fetion, Let's play together, mobile phone email, family remittance, "M-Zone" three-person basketball game and super paging. These cases are very successful examples of mobile, and in this practical stage, through learning, we can help them plan related activities according to their own understanding and creativity, which is a good training opportunity. During this period, we gave full play to the advantages of marketing and planning, and planned a special Fetion campus promotion plan for it, which fully linked the relationship between Zhongshan Mobile and our school, aiming at enriching campus cultural life, cultivating students' innovative ability and striving for a win-win situation between school and enterprise.
At present, this fetion campus promotion plan has entered the implementation stage, and many specific steps have been carried out. It is expected that I will officially go to school to carry out activities around September 20, and the specific marketing plan is attached with an internship summary.
Third, the internship harvest
Among the dozens of new teachers who entered the internship stage together, I think I should be regarded as the most rewarding one: the activities I participated in planning have been supported and recognized by Zhongshan Mobile Company, and now they have passed the examination and approval and are being carried out; The script of Fetion FLASH promotional short film I wrote has also been adopted, and it is now under intense production; Accompanied by a special person, I visited all the places I could visit. With the help of many professionals, I learned the essence of mobile phone culture. Cai, the general manager of the urban branch, gave me a mobile phone nickname, which is also a VIP treatment in the business hall; On the trip, I met a group of young and promising young friends, and occasionally got together and chatted happily. So these gains add up to really heavy. Of course, material gains are secondary. The most important thing is that my potential has been brought into play, my ability has been proved, and I have learned a lot of the essence of mobile corporate culture. So I feel very lucky. Thank the school leaders and the leaders of Zhongshan Mobile Phone City Branch for giving me this opportunity.
Fourth, internship experience and experience
Although this internship is short, during this period, I often reflect and gain a lot of experience.
1, cultivate meticulous and keen observation and seize every learning opportunity. The process of internship is also a process of stealing teachers to some extent, because as short-term interns, it is impossible to give us too much substantive work. Most of the full-time employees in the internship unit have a lot of their own jobs and don't have much leisure to teach us. Therefore, many times we should learn to see for ourselves, ponder for ourselves, and learn by observing others.
2, proactive, not waiting for a job, but looking for a job yourself. In the early days of mobile internship, because their staff are very busy, we often have nothing to do, and gradually feel the lack of internship content. But as interns, we should not only think about learning things by ourselves, but how to achieve a win-win situation. To this end, I used my professional advantages and combined with the current needs of school-enterprise cooperation to help Zhongshan Mobile plan a new business campus promotion plan. At first, this plan was ignored, and then I took the initiative to find the leader of the city branch to introduce my plan. After listening to the introduction, the leaders felt that this idea was very good, so they began to select the person in charge to follow up and the activities were carried out accordingly. My internship has also made substantial progress, and I began to help follow up the promotion plan, no matter what.
3. Be good at summing up. Summarizing is a good habit. If you take a little time to sum up every day in your life, you can improve your life and do your work better and better. The internship life in mobile is very rich, and you may come into contact with new things every day, so it is particularly important to summarize. Every day when I come back from work, I will stick to summing up and often write internship reports, hoping that my gains will be more and more lasting. Facts have proved that this is correct. It is because of the summary that I have learned more about the corporate culture and business of mobile, and also enriched my harvest.
In a word, this internship experience has a great influence on me, which not only enhances my understanding of excellent mobile enterprises, but more importantly broadens my thinking on future teaching, strengthens my sense of responsibility for work, and makes me more passionate to do a good job in the future. Finally, I want to end my internship report with a famous saying in the mobile enterprise culture: "Virtue is generous, strive for perfection", which emphasizes personal responsibility and self-restraint, social responsibility and contribution to society. "Strive for perfection" shows an enterprising mentality of never stopping, constantly innovating and surpassing, and is a relentless pursuit of perfection.