|
|
If not handled properly, it will greatly affect customer satisfaction and even cause high business losses. For example, the default SLA for a heating warranty is a -hour general service order. However, in actual warranty cases, if there are newborns or elderly people at home in winter, the customer urgently needs a stable heating supply to maintain daily life. Or, in a certain insurance declaration case, the customer has contacted the customer service
staff many times to handle the matter, but the problem has not been Afghanistan WhatsApp Number resolved, and the customer relationship has become very tense. The "perceptual" information contained in the service situation is not paid attention to by the "rational" system, and there is no specific product function to support it. According to industry statistics, the distribution of enterprise customer service operation resources also follows the / principle. only occupy % of the resources of the operation team; while the resources consumed to appease dissatisfied customers and handle
exceptions account for % of the resources. To %. Controlling abnormalities and maintaining a stable operating rhythm are key business goals. In order to supervise and control the priority of service work orders from a more comprehensive perspective, prevent operational risks, and provide better services, business departments need to introduce product functions to better understand and evaluate the "perceptual" status of work orders, and do Take
|
|
發表於 2024-3-9 11:38:19