Recently, reports alleging that China Mobile Shanghai was forcing employees to disconnect customers’ internet services in person have sparked public concern. According to media coverage, some users complained that when canceling their broadband service, China Mobile Shanghai required on-site confirmation and even sent staff to physically disconnect the service, which critics described as overly rigid and inconvenient. In response, China Mobile Shanghai clarified that these actions were not ‘forced disconnections’ but standard procedures for equipment retrieval and line inspection after a customer formally requests service termination. The company emphasized that all such operations require prior customer consent and denied any coercive practices. It also pledged to streamline its service processes and improve user experience to prevent misunderstandings caused by poor communication. This incident highlights the ongoing challenge telecom companies face in balancing standardized operational protocols with customer rights during digital transformation. Experts recommend enhancing frontline staff training and improving complaint-handling mechanisms to address user needs more humanely and preserve brand reputation and customer trust.
近日，一则关于‘上海移动被举报逼迫员工上门断网’的消息引发舆论关注。据媒体报道，有用户投诉称，上海移动在处理宽带销户业务时，要求用户必须现场确认，甚至派遣工作人员上门强制断网，被指流程繁琐、服务僵化。对此，上海移动迅速作出回应，澄清相关操作并非‘强制断网’，而是按照公司规定，在用户申请销户后进行设备回收和线路检测的正常流程。公司强调，所有操作均需用户事先同意，并不存在强迫行为。同时，上海移动表示将优化服务流程，提升用户体验，避免因沟通不畅造成误解。此次事件反映出通信企业在数字化转型过程中，仍需在制度执行与用户权益之间找到更好平衡。专家建议，企业应加强一线员工培训，完善投诉反馈机制，以更人性化的方式处理用户需求，维护品牌形象与客户信任。
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