Summary of telecom practice:
First, the purpose of internship
1. Combine the basic professional knowledge and professional knowledge learned in the textbook with practice, and apply the learned knowledge to solve work problems more efficiently through integrating theory with practice.
2. Consolidate the teaching effect of professional theory and cultivate students' ability to investigate, study and observe problems.
3, better understand the society, understand the industries that may be engaged in the future, and lay the foundation for faster adaptation in the future.
Second, the internship requirements
1. Clarify the purpose and significance of internship, and understand the internship contents and requirements at various stages and positions.
2. In the process of internship, consult employees and superiors with an open mind, master the actual knowledge on site, and strive to improve the ability of observation, analysis and problem solving.
3. Seriously take internship notes and summarize the internship according to the internship content at each stage.
4, understand the local customs, pay attention to good relations with the unit, maintain the reputation of the school.
5. Strengthen organizational discipline and abide by the discipline of the internship team and the rules and regulations of the unit; Strictly abide by the confidentiality and safety regulations; Obey the instructions of teachers and field staff.
Third, the internship schedule
July 20 -2 1, in Qingxi Telecom Branch and Xiegang Telecom Branch, waiting to arrange the internship content and get familiar with the environment of China Telecom.
July 22nd-July 3rd1,internship in China Telecom Xiegang Branch Community Manager Flying Line Group. August1-August 14, I made an appointment to practice in the community manager's office of China Telecom Xiegang Branch.
From August 15 to August 25th, I worked as an intern in Garden Avenue Business Hall of China Telecom Xiegang Branch.
Fourth, the internship content
The main contents of the internship of community manager flying line group are the installation, migration and maintenance of fixed telephone, ADSL and network TV.
Make an appointment in the office of the district manager, make an appointment in place, send reasonable orders, give early warning on time, and modify the trunk and wiring in time.
The main work of the business hall is to guide customers to pay phone bills, telemarket and answer customers' questions.
V. Internship experience
20 1 1 From July 20th to August 25th, I came to China Telecom Xiegang Branch for internship. As one of the giants in the national communication industry, I am honored to be one of the summer interns. Looking back now, I remember the first day of my internship, and I was still a newcomer who was not familiar with the internal workflow of China Telecom. Now I have a basic understanding of China Telecom's internal workflow, all kinds of work, work content and the meaning of responsibilities. I can't help thanking China Telecom, China Telecom for training me, and China Telecom for giving me an opportunity to know myself in practice and constantly improve myself.
The summer internships of interns in our branch are all in the form of rotation internships. Rotation internship is very beneficial for us interns. After all, we don't know the specific business of telecommunications, and we can well understand the workflow of several major departments within telecommunications, and even the macro workflow inside and outside telecommunications. In this internship experience, not only the adaptability of interns has been exercised, but also we can be tested in different working environments. My internship experience is roughly divided into three parts in chronological order: the flying line group of the community manager, the appointment post of the community manager's office and the business hall.
The main contents of the internship of community manager flying line group are the installation, migration and maintenance of fixed telephone, ADSL and network TV.
Make an appointment in the office of the district manager, make an appointment in place, send reasonable orders, give early warning on time, and modify the trunk and wiring in time.
The main work of the business hall is to guide customers to pay phone bills, telemarket and answer customers' questions.
The following are some of my internship experiences.
First, the concept of time. Because the first internship was a community manager class. They are responsible for helping customers to install and maintain various products of China Telecom, such as fixed telephone and broadband. Because my internship is in the summer vacation, that is, July and August, during which there are many thunderstorms, which will cause telephone lines, MODEN and other failures, and there are still many new broadband orders to be processed in the summer vacation. Therefore, it is particularly important to ensure that the installation and maintenance are completed in time during this period. At this time, the concept of time is particularly important. In those days, it was very hard to go out with the machine line master for installation and maintenance every day. Hot sun or rain like soybeans are obstacles in work. But I thought to myself, those masters have to go out to work so hard every day, and they don't complain, so I should complete my daily tasks with a correct attitude.
The second is to ask more questions. When I work in an office, I have to deal with all kinds of work orders. Once, I almost returned the wrong order when I was helping the master who went out to pull the wire. Fortunately, my colleagues in the office found it in time and helped me correct it, so that things didn't develop in a bad direction. And this mistake is caused by not asking more questions. At the same time, it also made me understand that the specific situation must be handled in detail. It's also a receipt. Maybe it should be handled differently because of different circumstances. However, I thought early and didn't understand this truth. This is a problem caused by lack of communication, so it makes me deeply understand that as an intern, I should ask more questions, think more, observe more, learn more and practice more.
Finally, patient service. Because recently, the business hall of Dongguan Telecom adopted the method of self-service payment to pay the phone bill. Some customers don't know how to use the self-service terminal to pay. Here, we need to guide them patiently It is better to teach people to fish than to teach them to fish. More importantly, a small number of customers object to using self-service terminals to pay the fees, on the grounds that our machines will not refund the extra money, and they do not believe that the extra fees will be used to make up for the expenses incurred next month. In addition, due to the reasons of the system, when the system displays the amount of arrears, it does not show the three details of the amount of fees payable, the remaining amount of telephone calls last month and the final amount of arrears, but only shows a final amount of arrears. Often when they see this amount of arrears, they will say, "Hey, there was a phone bill left last month!" " "In fact, these detailed items are displayed in the invoice, which I found when I was paying the bill for my customers. So at this time, we should patiently explain to the user where the details of those deductions are. But a better way to solve the problem should be to improve the self-service terminal system, so that users can clearly see the detailed items of various expenses before paying, so that contradictions will be greatly reduced.
During my internship in China Telecom for more than a month, I learned that I am not only dealing with technology and equipment at work, but also dealing with people. Therefore, we must implement our service concept-customer first, service with heart. This is particularly important whether it is to communicate with other colleagues and bosses in the company or to answer various questions from customers.
The internship is over, but I will still apply what I learned in China Telecom during this period to my future study, life and even work. This will be the most precious wealth, and it will play an important role in my future life journey.
Summary of telecom practice:
How time flies! In a blink of an eye, four years of college life is coming to an end. In a few months, we will face employment soon. We left the campus for the first time, stepped into the society, and worked hard before employment. Fortunately, I entered the internship of China Telecom Wanzhou Branch. On the broad platform of China Telecom, I contacted many people and things, tested myself in practical work, and applied what I learned in school to practical work, which made me gain a lot.
During the one-month internship, we were fortunate to study with several business managers. On the first day of internship, we first listened to the first meeting of the company's agents in March convened by Manager Zhao Xiaoyang, and learned about the relevant policies and work plans of China Telecom in mobile phone and broadband services. Subsequently, we learned about China Telecom's mobile communication tariff package. Finally, go to the community to carry out various publicity activities, visit and learn base stations, learn base station maintenance, and be a telephone interviewer for telecom companies. Through this internship, I enriched my theoretical knowledge, enhanced my hands-on ability, broadened my horizons, had a far-reaching impact on my future study and research direction, and had a qualitative understanding of my future work.
Through this short one-month internship, I also have a lot of other experience.
First: unity and cooperation. When I first came to report for duty, I met many new faces. I didn't get used to it because I didn't know them well and didn't know anything about my work. Through several days of mutual learning and communication, I realized that we need to play the spirit of unity and cooperation not only in our study, but also in our work in order to get twice the result with half the effort. At the same time, it also taught me that as long as I treat others sincerely and consult humbly, my colleagues are also happy to communicate with me. From this, I deeply feel the importance of sincerity. In the company, I should not only learn how to do things, but also learn how to be a person.
Second: be serious and pragmatic. My manager told me to keep a good attitude at work.
State, be serious and practical. I am deeply touched by this. Attitude at work often reflects a person's attitude towards life. If you show a serious and down-to-earth attitude in your work, you can not only complete your work tasks well, but also promote yourself to develop good living and working habits.
Third: study hard and ask more questions. As I have just arrived in the company, I am not familiar with many aspects, which requires me to study hard and ask more questions. Fortunately, my colleagues can patiently and systematically explain all my questions.
Fourth: be open-minded and enterprising. Do things conscientiously and practically, and learn with an open mind can often get the approval of others. In the process of learning, we should also see the strengths of others, learn with an open mind, and constantly improve and improve ourselves.
Fifth: Be careful and observant in your work. Before visiting the business hall, the manager asked us to understand the division, functions and facilities of the business hall and put forward the shortcomings. When we observe, we only pay attention to conspicuous places and ignore details, such as vehicle exhaust in front of the business hall and paper cups in the water dispenser. These seemingly insignificant details, in some cases, determine success or failure. Now the competition in the communication industry is fierce. Only by starting from the details, starting from the customers and putting people first can we leave a good impression on customers and retain them.
Sixth: be good at communicating with people. How to communicate with strangers, how to make others interested in you in a short time, how to skillfully tap the needs of customers, etc. These are all great knowledge. At the training meeting, the manager taught us how to hand in business cards. I learned a lot with little tricks and benefited a lot. Some things can only be understood when you really step into society. Wise communication with others will bring you great success. Many salesmen in the company have developed old customers, or we can say that they have made many friends, from customers to friends, and communication has strengthened the relationship.
During my internship, I gained something that I couldn't learn at school. Through internship, I have broadened my horizons in communication, increased my knowledge, learned some simple principles of communication equipment, and roughly understood the latest development trend of the industry. I applied the knowledge in books to practice and gained a lot of valuable knowledge wealth. At the same time, I also see my own shortcomings. I still have to study hard, learn more relevant knowledge, enrich my experience, ask others more, and learn and understand the relevant knowledge of the communication industry through various channels. From the internship, I also felt the beautiful life brought by information technology, and also saw the development status and broad development prospects of today's communication industry.
Summary of Telecom Practice Fan Wensan:
Time flies, and in a blink of an eye, three years of college life has ended. Facing the employment, we are out of the society again. I was lucky enough to enter Jiangmen Branch of China Telecom as an intern through the interview. On the broad platform of China Telecom, I contacted many people and things, tested myself in practical work, and applied what I learned in school to practical work, which made me gain a lot.
During the one-month internship, I was assigned to work in the government and enterprise customer department of Jiangmen Battery Business Center. My main work is: market research, active marketing, integral exchange, collection and arrangement of relevant information, etc. These jobs don't seem to match my major (electronic information engineering), but I think they are a good exercise opportunity. From another point of view, marketing is actually marketing yourself, marketing your own ideas, communicating with customers sincerely, knowing more about customers' needs, learning to see, think and solve problems, etc. From the customer's point of view. These things are not only for marketing professionals, but also for other professionals.
Internship for a week or two, the main job is market research. Market research, as its name implies, is to collect customers' needs, opinions, market share of telecom services and products in various regions and so on. In these two weeks, whether it is windy or rainy or hot, we should go out on time to collect information, listen to the voice of customers and provide quality services to customers. This series of work may seem tiring and tedious, but you can learn a lot as long as you work hard. Because these jobs involve how to communicate with customers, how to build trust with customers, how to deal with the problems faced by customers quickly, how to collect key and effective customer information in a short time, etc., all of which require us to have certain ability to do well. I remember when I started doing market research, I was rejected by my customers, but as long as I don't give up and sum up well, I will always succeed. In that survey, I often read many books and videos about marketing and constantly sum up my experience. In this way, the investigation work in the back is getting smoother and smoother, and my pressure is not so great. What's more, I made friends with many government and enterprise bosses.
Generally speaking, the survey has taught me more about how to deal with others, how to build trust with customers, and how to put myself in others' shoes.
During the three or four weeks of internship, the main work is active marketing, integral exchange and so on. Almost all of these jobs are related to the telephone, that is, communicating with customers by telephone to achieve marketing purposes. What impresses me most is that I make an average of 50 or 60 calls every day, repeat a paragraph into the microphone every day, and communicate with customers sincerely and patiently. In fact, telemarketing is also a very extensive knowledge. Many enterprises hope to bring more customers and create higher value at lower cost. As a low-cost and high-return marketing method, telemarketing caters to the needs of enterprises, but it is not easy to do telemarketing well.
I want to talk about some of my experiences in this telemarketing work:
First of all, you should have a basic understanding of the customer before calling. Starting from the platform of China Telecom, we need to know the customer's background, telecom business, product consumption, the business scope and nature of the customer's enterprise store, and the consumption framework of telecom products. You will have more topics to talk with him. When you have the opportunity to talk to him, the probability and proportion of trading will be greatly improved.
Second, after understanding the basic information, we need to extract one or two marketing breakthroughs from this information, guide customers to focus on our business and products, design questions in advance, and design packages and business introduction methods. In the process of selling products, we often encounter similar situations in which many customers are too expensive. At this time, we should show the value of the product. Compared with a more expensive product, the customer immediately feels less expensive. You know, "too expensive" is a mantra. When customers say that our products are the most expensive in the market, what I remember most is what I said to customers: "Only first-class products can sell at such a good price".
Third, salesmen must always ask questions, because the reason why salesmen succeed is to ask, not to say;
Fourth, build trust with customers. Let customers like you, he will believe you, so the key to all problems is that we learn to make customers like you in just a few tens of seconds. I think the way to make customers like you is to imitate customers as much as possible, and the closer you are to them, the better.
Generally speaking, we should do a good job in telemarketing. As a salesperson, we should have a strong psychological quality and learn to regard "rejection" as the twin brother of "acceptance". In other words, behind every rejection, there must be another acceptance waiting for us. Therefore, we should keep a correct attitude. Whenever a customer refuses,
We should thank him, because he brought me closer to "acceptance".
In this short month, after a series of actual combat, I benefited a lot and really felt the differences in society, corporate culture and campus culture. On the platform of China Telecom's government and enterprise departments, I have learned a lot about dealing with people and realized the importance of doing things. Thanks again to China Telecom for giving me such a valuable internship opportunity, which gave me a deeper understanding of society, work and study, and increased my confidence in my new job. Let me leave a wonderful stroke in my college life!
Through the understanding of these devices, we can apply the theoretical knowledge learned in class to practice and deepen our understanding and mastery of knowledge. More importantly, under the guidance of tutors, we not only mastered important practical ability, but also saw the present situation and development prospect of this industry through them, which played an important role in our future employment. Finally, through this internship, I also have a lot of other experience.
Fourth, internship experience and harvest
Through this internship, I learned the basic knowledge of communication specialty, broadened my horizons, increased my knowledge, learned some simple principles of communication equipment, learned the latest development of the industry, and gained a lot of valuable knowledge wealth. At the same time, we also realize that the current IT situation is developing rapidly, and we should learn new knowledge at any time to enrich ourselves to meet the needs of society. For us, what we can learn with an open mind is the most important. On the other hand, I also see my own shortcomings. I still have to study hard, learn more relevant knowledge, enrich my experience, consult teachers and relevant personnel, and learn and understand the relevant knowledge of communication engineering through various channels. I believe my tomorrow will be better and brighter! ! ! !
After three weeks of production practice, it is finally over. In the past few days, I got along well with the employees and even the leaders of the company. Everyone cares about me and often gives me encouragement and help. At work, I am also conscientious. I not only successfully complete my work tasks, but also often sum up experiences and lessons after work to continuously improve my work efficiency. Although I will make some mistakes in my work and will be criticized by the leaders, I think these mistakes and criticisms can greatly promote my enthusiasm for work, keep me cautious in my future work and improve my work efficiency. During working with you, I was deeply impressed by their rigorous and serious work style, and I also learned a lot from them that I lacked. Although the production practice is relatively short, it has taught me a lot of social experiences that I can't understand during my study, which is very valuable to me.
The happy and hard practice in the business hall is over. This more than a month is both hard and sweet. I work hard because I keep learning, understanding and perfecting new things in my work from the bottom of my heart. What I get is sweetness. In this more than a month, I successfully completed the role transformation from a student to a mobile Yu Ang. Although the time is not long, I feel a lot. There are mainly the following aspects:
First: Be proactive when interacting with others. I am an introvert myself, and I am not good at actively communicating with others. I also found my own shortcomings in this internship. For example, in the first few days of my internship, I was shy. After greeting several colleagues in the office, I dared not say anything. Although I am afraid of affecting their work and I can't communicate smoothly because I don't understand the working environment, I am also aware of my own shortcomings. In the face of silence, I have the responsibility and obligation to actively communicate with others. It is common for a new employee to come to the company. There is no need for the old masters to take the initiative to deal with a new employee. At this time, you should take the initiative to communicate with others, introduce yourself, be a lesbian, and care about your work, so that everyone will know you, understand you and leave a good impression on you. In the later internship, I have begun to communicate with you happily, which is out of my own initiative.
At work, you should also actively communicate with others. In the future social work, the work can no longer be done by one person, but by several people or a team. You must also help others or accept others' help to complete the work. So you can't expect yourself to finish the task alone, or not to help others when they are in trouble. Although I am an intern this time, because I am not familiar with my business and professional knowledge, I can only do some relatively simple work under the arrangement of the leader, but I am also very active in helping others to complete the work within my power. For example, when I practice, when the leader doesn't assign tasks, I often ask the staff around me if they need help. Sometimes people are embarrassed to bother me, so I take the initiative to take on their work. This not only exercises yourself, but also helps others, and also harmonizes your relationship with others, and people are more willing to associate with you in their future work.
Second: We must be meticulous in our work. An employee works in the company most of the time, which requires him to be careful during this time and not to make mistakes all the time. Sometimes a mistake will not only hinder your own work progress, but also affect others and even be criticized and accused by the boss, so it is particularly important to do everything carefully. In order not to give up all previous efforts, we must be cautious at the beginning of our work, attach great importance to our work, and check the results of our work when necessary to ensure foolproof. After you start to understand and master the work, you will find that you can guarantee the quality of the work without inspection. At this time, you may not always need to double-check your work results, but you should take your work seriously to avoid mistakes.
After more than a month of production practice, it is finally over. In the past few days when I worked in a mobile company, I got along well with the employees and even the leaders of the company. Everyone takes care of me and often gives me encouragement and help. At work, I am also conscientious. I not only successfully complete my work tasks, but also often sum up experiences and lessons after work to continuously improve my work efficiency. Although I will make some mistakes in my work and will be criticized by the leaders, I think these mistakes and criticisms can greatly promote my enthusiasm for work, keep me cautious in my future work and improve my work efficiency. During working with you, I was deeply impressed by their rigorous and serious work style, and I also learned a lot from them that I lacked. Although the production practice is relatively short, it has taught me a lot of social experiences that I can't understand during my study, which is very valuable to me.
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