Page 38 - CHINA TELECOMMUNICATIONS CORPORATION LIMITED'S

Carry out a Special Action on Service Improvement

In 2019, in combination with the theme education of "Remaining true to the original aspiration and keeping the mission in mind",
we actively practiced the service philosophy of "people's posts and telecommunications for the people", and carried out a special
activity of "keeping the original aspiration and undertaking the mission, all staff service in action", to enhance the ideological and action
consciousness of all employees in serving the people, continuously improve the service ability and quality, and strive to create a new and
better information life for the people.

Main Contents of the Special Action on Service Improvement in 2019

General managers talk Listen to customers' Training for service Commend outstanding
about service opinions personnel service deeds

General managers of Managers at all levels went Improved their service skills Commend outstanding
provincial and municipal to the grassroots to listen to provide users with sound service deeds: Carried out
branches gave lectures to customers' opinions, services service deeds selection,
to employees and guided and did substantive work to and guided the staff to
them to have service in solve their problems "learn from the outstanding
mind and in practice employees, align with them,
and strive to be a model in
serving the public"

【General Managers Talk about Service】
General managers of provincial and municipal branches personally explained to employees the tradition of China Telecom in serving the public,
exchanged their understanding of and experience from service work, discussed how to do a good job in customer service, and promoted employees to
understand the original aspiration of the Company, fulfill the mission, and keep the service culture of China Telecom in mind and implement it in action.

Service is a business, a product and a foundation of sustainable Service is not a cold number, but a vivid scene, and emotional
development. communication. It is a matter related to every business line and every
employee.
-- Qin Xueshou, GM of the Gansu Branch
-- Tang Xiaowen, GM of the Qinghai Branch

Keep in mind the original aspiration and mission of the posts and When doing service work, you should always be sincere, think in
telecommunications industry, focus on customer perception from aspects others' shoes, and "don't do to others what you don't want others to do
that bring inconvenience to and make customers unhappy and dissatisfied, to you".
and solve service problems.
-- Zhang Yuheng, GM of the Jilin Branch
-- Shao Xinhua, GM of the Xinjiang Branch

We shall keep the philosophy of customer service deeply in mind and An excellent enterprise will have excellent service, and excellent service
customers have the final say about whether our service is good or not. will make an excellent enterprise.
-- Chen Zhiran, GM of the Guangdong Branch -- Zheng Chengyu, GM of the Sichuan Branch

36 China Telecom