GY/T 204-2004Specification of customer service for CATV (English PDF)

5.1 Place of business

5.1.1 The cable television broadcasting network operating agency shall set up a business place according to the population density and population composition of the area it serves. each the business use area of each business place shall not be less than 15 square meters, and the average business use area per 10,000 users shall not be less than 10 square meters.

5.1.2 The business place should be located in a convenient location and a convenient place for users to access, and it should be suitable for the disabled and the disabled People provide convenient services.

5.1.3 The business place shall announce the service items, service scope, service telephone and tariff standards in an obvious position.

5.1.4 Business places with a large number of service items and service seats should be set up on duty desks or business guidance desks to provide users with business consulting services.

5.1.5 The business place shall be provided with a "comment box" or "comment book" to announce the telephone number of the supervisor or complaint.

5.1.6 The business place shall be kept clean and tidy, comfortable and safe, and the business hours shall be marked in a prominent place.

5.1.7 Business places shall be uniformly identified.

5.2 Call center

5.2.1 The cable television broadcast network operating agency shall set up a call center to provide users with 24-hour business consultation, fault notification, and complaint acceptance.

Management and other services. A service phone should be set up if it does not meet the requirements for the time being.

5.2.2 The call center shall set up a corresponding number of artificial telephone agents according to the network scale and the number of users.

5.2.3 The call center phone number should be a special service number.

5.3 Installation and maintenance outlets

5.3.1 The cable television broadcasting network operation organization may set up an appropriate number of installation and maintenance outlets according to the number and density of users to provide users with for installation, maintenance and other services.

5.3.2 The installation and maintenance outlets shall set up a prominent goal, announce service hours, service scope, maintenance procedures, and contact numbers.

5.4 "Window" service staff

5.4.1 The service terms should be clear in speech, friendly in tone, and moderate in speed. Answer questions should be accurate, concise, clear, and focused.

5.4.2 The service personnel shall provide users with enthusiastic and thoughtful services and answer patient questions accurately and patiently.

5.4.3 Service personnel should dress uniformly, wear signs, and clean the instruments.

5.4.4 The on-site service personnel shall observe the appointment time and actively present the identification certificate to the user. Pay attention when providing services Civilized and polite words, take care of user facilities, and keep the site environment tidy.

6.1 Business acceptance

6.1.1 Pre-acceptance

After the user submits an application for installation, the cable television network operator should provide pre-acceptance services.

Regardless of whether or not it is accepted, the cable television network operator should reply to the user within 5 working days. For lack of installation conditions Users who cannot accept the application should explain the reasons for the inability.

6.1.2 Reporting and opening

Users approved by the cable television network operator need to fill in a business application form and present relevant certification materials.

Cable TV network operators should provide users with instructions for users, including business descriptions, service methods, tariff standards, payment Fee method, repair method, customer service phone, and liability for breach of contract, etc., and sign service agreements with users.

Service installation opening time limit. When the network construction has been completed, the urban area will not exceed 5 working days, and the rural area will not exceed 10 working days.

Refer to Figure A.1 for the network acceptance process.

6.1.3 Pause and resume

When users temporarily stop watching cable TV, they need to fill in an application form and present valid credentials. After verifying the payment information by the business staff, they can do Business suspension. During the suspension period, the maintenance fee is waived.

Users need to fill out an application form, present valid credentials, and go through relevant procedures when they resume viewing services. The time limit for business restoration is 5 working days.

See Figure A.2. For the pause/resume process.

6.1.4 User migration

Users can handle migration within the same cable broadcasting network operating agency network. When performing migration, users need to go through migration registration procedures and Pay the corresponding handling fee. The time limit for user migration is the same as that in 6.1.2.

See Figure A.3 for the migration workflow.

6.1.5 User transfer

Cable TV broadcast network operators shall provide users with co-location transfer services.

6.1.6 User service termination

Cable TV broadcast network operators shall provide users with service termination services.

6.1.7 Faults and Maintenance

The cable television network operator shall provide users with 24-hour fault reporting and acceptance services. After acceptance, within the time limit for fault repair Complete maintenance work.

Time limit for failure repair. 24 hours for general failure and 48 hours for major failure (except for force majeure factors).

The cable television broadcast network operating agency shall formulate emergency measures, processing procedures and methods for major failures.

6.2 Charges

Cable TV broadcast network operators should make full use of information technology to support multiple charging methods to provide convenience for users to pay.

When the user pays the fee, the cable TV broadcast network operator shall provide the voucher.

Cable TV network operators shall provide users with free payment inquiry within one year.

6.3 Complaints

Cable TV network operators should provide users with multiple complaint channels, such as. telephone complaints, letter complaints, service outlets Complaints or online complaints.

The cable television broadcast network operating agency shall seriously accept user complaints and reply to users within 3 working days.

6.4 Return visits

Cable TV network operators should arrange return visits to users to understand their satisfaction with service quality.

6.5 Notice

Affect users due to foreseeable reasons such as changes in network frequency resources, line maintenance, equipment relocation, cable cutover, network and software upgrades, etc.

When watching, the cable television network operator shall make an announcement to the users involved 24 hours in advance.

8.1 Image quality

Under normal circumstances, the image quality level of the client should be no less than 4 points. The subjective evaluation method of image quality should conform to GB/T 7401-1987 Prescribed 5-level damage system.

8.2 Sound quality

Under normal circumstances, the user's sound quality level should be no less than 4 points. Subjective evaluation method of sound quality should conform to GB/T 16463-1996 5-point scoring system.

Appendix A

(Informative appendix) General service operation process A.1 Operation procedure for network acceptance See Figure A.1.

The network acceptance process is completed Confirm the receipt information, Record opening time the user confirms that the installation is complete and sign the receipt at the time agreed with the user on-site installation User profile archiving Issue user credentials and fee vouchers Sign a service agreement with the user, Confirm installation time and contact information Confirm the payment method (Provide relevant documents) Pay the initial installation fee User fills out application form

Figure A.1 Flow chart of network acceptance process

A.2 Pause/Resume Process See Figure A.2.

Pause Process Resume Process Pay the commission, Whether the user who issued the charge voucher owes fees the user confirms the activation and Sign the receipt on-site signal activation the recovery process is complete Pause process completed Interrupt signal Confirm the receipt information, Record opening time Acknowledgment signal interrupt Pause data archiving Restore data archive when recovering with the user and contact information to pay related costs, Issue charge voucher User provides relevant credentials User provides relevant credentials User fills out suspension/resume application form

Figure A.2 Flow chart of pause/resume operation

A.3 Migration workflow See Figure A.3.

Users provide initial installation related credentials or ID Payment of handling fees and related fees User confirms new site installation time and contact information Issue of migration-related notes at the time agreed with the user Install at a new location the user confirms that the new site has been installed and sign the receipt Confirm that the original address has been interrupted Confirm the receipt information, Record opening time Construction order filing the move-out process is complete User fills out migration application form

Figure A.3 Migration flow chart

Archive of relevant data for the migration process the migration into the installation process is complete Cable TV User Service Specification Preparation instructions I. Mission Source this standard is based on Guangji Jianzi [2002] No. 129 issued by the Science and Technology Department of the State Administration of Radio, Film and Television.

Announcement on Standardization and Revision of Projects in the Radio, Film and Television Industry "by the Radio and Television Planning Institute of the State Administration of Radio, Film and Television, Guangdong Radio Edited by the Film and Television Bureau, Wuxi Radio and Television Bureau, Beijing Gehua Cable Network Co., Ltd., and Oriental Cable Network Co., Ltd.

System.

Purpose

In order to ensure the high-quality and reliable transmission of radio and television programs, improve the service quality of cable television network operators, and further maintain the legal rights and interests of the majority of users have formulated this standard.

The formulation of this standard has formed a system for promoting the systematization, standardization and institutionalization of service quality management of cable television broadcast network operating agencies.

A user service system with strict organization, clear responsibilities, sound systems, and scientific management is of great significance.

Third, the compilation principle the following principles were followed in the preparation of this standard.

1. Based on full consideration of the current situation of cable TV business, network development, technological progress and industrial structure, the main line of "focus, user service as the core" runs through the entire standard.

2. The construction and maintenance of the cable television broadcasting network covered by this standard shall comply with GY/T 106 "Technical Specifications for Cable Television Broadcasting Systems" and GY/T 166-2000 "Cable TV Broadcasting System Operation and Maintenance Regulations".

3. This standard is used to regulate the basic quality requirements that a cable TV broadcast network operating agency should achieve in the process of providing services to users.

It is suitable for various network scales and user service models of cable TV broadcasting network operating agencies at all levels in China.

4. The service requirements and service quality indicators of this standard shall be achievable and easy to operate.

Preparation basis

This standard is in accordance with the Law of the People's Republic of China on the Protection of Consumers' Rights, GY/T 106, Technical Specifications for Cable Television Broadcasting Systems, and GY/T 166-2000 The provisions of the "Procedures for the Operation and Maintenance of Cable Television Broadcasting Systems", with reference to other relevant domestic and foreign materials, have given full consideration to Based on the current status of the first-class cable TV broadcasting network, the user service model and experience of cable TV broadcasting network operating institutions were investigated Summarized, and extensively solicited opinions from all sides.

V. Preparation process the drafting of this standard is divided into the following stages.

1. Data collection and research stage According to the requirements of the task, the drafting group of this standard has investigated the user services currently mainly used by cable TV broadcasting network operating agencies at all levels in China.

Service model, service content, and service process; carefully studied the Consumer Rights Protection Law of the People's Republic of China and service quality in other industries Measurement standards, the preparation method and specific preparation tasks of this standard have been initially determined.

In February.2004, the drafting group held its first plenary meeting in Beijing to determine the drafting principles and standards framework.

2. Investigation and preparation of discussion draft stage in March.2004, the drafting group held a meeting in Guangzhou to conduct a special survey and research on the service of cable TV users in "one city, two networks".

A draft of this standard was formed.

In May.2004, in order to listen to the opinions of all parties, the drafting group requested the National Radio and Television Standardization Technical Committee A seminar on this standard was held in Wuxi, Jiangsu Province. The meeting invited the leaders of the Science and Technology Department and the Finance and Accounting Department of the State Administration of Radio, Film and Television to the provincial, city, and county wired About 40 representatives of the television broadcasting network authorities and operating agencies conducted special topics on the service quality of China's cable television users and the draft of this standard Seminar. Beijing Gehua Cable Network Co., Ltd., Dongfang Cable Network Co., Ltd., Guangdong Cable TV Broadcast Network Co., Ltd.

And representatives of Wuxi Radio and Television Bureau introduced the advanced experience of cable TV user service at the seminar. The focus of this discussion Concentrated on the scope of application of standards, call center establishment, tariffs, network technical indicators, image and sound quality requirements, etc. Meeting countermeasures Whether the quality problem caused by the source of the program should be borne by the network operation agency, and some channels of the network cannot be satisfied due to severe interference the technical index requirements, the definition of network terminals, service charges, and default compensation have been heatedly debated. Participants visited the field without the business hall of the Tin Radio and Television Bureau also investigated the local network maintenance and user service system. The conference delegates also proposed many valuable suggestions for the draft of this standard.

Expensive advice. The drafting group repeatedly and carefully added to the draft based on the discussion results of the meeting and the written comments given by the participants after the meeting.

Deletion and modification form the first edition of the discussion draft of this standard.

In early July.2004, the drafting group held a meeting in Shanghai to continue to revise and supplement the discussion draft. The meeting decided to use 'common services as the business process is written into the standard as an informative appendix for the reference of cable television network operators. During the meeting, the participants passed the visit Dongfang Cable Network Company's Pudong Business Hall, Weifang Street Service Station and Customer Service Department Call Center investigated the Service system for cable TV users and listened to the opinions and suggestions of grassroots service personnel on service work for cable TV users, forming the discussion of this standard Manuscript second edition.

On the basis of the second edition of the discussion draft, the drafting group also visited and investigated the customer service model of Beijing Gehua Cable Network Co., Ltd.

The actual inspection of the business halls of Haidian and Mentougou branches, and exchange of user service experience with front-line employees, formed the Third edition.

3.Consultation draft formation stage in mid-July.2004, the drafting group submitted the third version of the discussion draft of this standard to the Secretariat of the National Radio, Film and Television Standards Committee for review.

The draft for this standard was formed in early August.

4. Solicitation of opinions and review stage in August.2004, the Secretariat of the National Radio, Film and Television Standards Committee organized an extensive consultation process on the draft of this standard. General Administration of Radio, Film and Television Relevant departments, the National Radio, Film and Television Standards Committee, research institutions, user representatives, network companies, and manufacturing enterprises have put forward very draft comments on this standard.

How important to respond to comments and suggestions. The plenary meeting of the drafting group thoroughly studied the responses and suggestions, adopted some of the comments, and finally the draft for submission of this standard has been formed.

In October.2004, the National Radio, Film and Television Standards Committee organized a review meeting for this standard. The review committee unanimously agreed to pass the review of this standard.

Six, related instructions 1. This standard is the basic standard for the service of cable TV users. All cable TV broadcast network operators can formulate relevant standards based on t...