@Guangzhou Mobile released a statement on the situation of the customer canceling the mobile phone number for the deceased relative and apologized. At noon on May 16, Mr. Wu and Ms. Wu, relatives of the owner, came to the business hall again, explaining that the owner had passed away, and provided information such as a death certificate. The salesperson handled the number of cancellations for the customer on the spot.
Here is a description of the situation:
On the evening of May 16, some media reported that "the child canceled the mobile phone number for the deceased mother, but was told that he had to do it in person." The company attached great importance to this and immediately set up a special working group to check the problems reflected in the report overnight. The verification is as follows:
On the afternoon of May 14th, Mr. Wu, a relative of the owner of the machine with the number 136XXXXXXXX, came to the Dashi franchise business hall in Panyu, Guangzhou to handle the account cancellation business. The salesperson informed Mr. Wu that the cancellation of the account number needs to be handled by the owner himself. Mr. Wu said, "She herself can't come any more". The salesperson did not understand the meaning of this sentence accurately and did not know that the owner of the machine had passed away. He reminded again that the account cancellation needs to be done on the spot, or the account should not be recharged and paid, and the account will be automatically canceled after three months of arrears. Mr. Wu did not raise any objection and left immediately, failing to complete the account cancellation on the same day. At noon on May 16, Mr. Wu and Ms. Wu, relatives of the owner, came to the business hall again, explaining that the owner had passed away, and provided information such as a death certificate. The salesperson handled the number of cancellations for the customer on the spot.
After verifying the relevant situation, Guangzhou Mobile took the initiative to contact the owner's relatives for in-depth communication and sincerely apologize. At the same time, we should learn from one example and draw inferences from other cases, reflect on the problems such as lack of active service awareness and insufficient communication level in cooperative service windows, and strengthen improvement, effectively optimize the service process, strengthen the training of cooperative service window personnel, and strive to improve the service level. Customers provide better service.
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