Internet times, customer service sends those who become industry figure more " Dai Yan " , the brand is beautiful praise " downstage " .
The net buys electronic product to won't be used, ask customer service; Commodity became bad want to maintain, seek customer service; Incorrect edition wants hair merchandise on hand thought fors the time being, head ask customer service... in Internet times, customer service became a lot of consumer to explore the main alternative of the help, it is the only channel that contacts a businessman even. Can say, customer service sends those who become industry figure more " Dai Yan " , the brand is beautiful praise " downstage " .
However, exposure of the closest media customer service of a few Internet " courteous " of backside " flicker " random elephant, cause a netizen to spit groove and heat to discuss. Some have a glib tongue assure to the client " quality you are at ease " , had not seen even in kind however; Some does not solve a problem, can hit too extremely say repeatedly " handle as soon as possible " ; Return some so-called " 24 hours of customer service " , actual it is 12 are on duty customer service handles 1 million order... softly decline with all kinds of excuses, courteous flicker, " swing boiler " , customer service became client satisfaction to spend instead " clapboard " , on dimension authority road " toll-gate " , consumption complains " new target " . Have netizen opinion, do not solve the customer service of the problem, it is an enterprise beautiful money buys a decoration.
Cause a when customer service chaos resembles main reason, depend on a lot of enterprises counting customer service center " cost branch " . Of customer service and its backside groom, management, flow is harmonious, cost investment is higher and higher. The company is calculated, "A client hit 5 minutes complain a phone, the company gives 9 money with respect to the flower " . Accordingly, be wrapped outside customer service or the trend sex that becomes most Internet company is wrapped to choose outside the part. However, the bag saved cost outside, can produce hair package however square with contract to just be coordinated be illogical Bao Fangfu of free, hair grants to contract to just handle attributive capacity of personnel of not tall, business is uneven wait for malpractice, cause very easily complain answer slow, problem to solve efficiency the problem such as difference of experience of low, user. Be in " incident of taxi be murdered of drop of drop of cheerful clear woman " in, customer service of the bag outside drop drop suffers bad-mouth fully, it is paradigmatic.
Say further, no matter be,be built oneself or outside bag, customer service good in the final analysis is reflecting the viewpoint of value of the enterprise: It is service consumer, gainful still? Customer service is standard with serving an user, can think the place of the user thinks, the place of urgent user is urgent, dedicated seek advice at answering an user, solve an user to complain, conciliatory user mood, will promote an user the experience with this, establish a company good in user heart figure; If be standard in order to serve an industry, easy " much work is inferior to little be related " , want bagatelle to be troubled by only big, do not look for a job to the enterprise, need not be in charge of it. The problem did not become a trouble, customer service is looked like " win " instantly, but the company was defeated future however, package company also bears bad name outside. Want " 3 win " , the enterprise must let customer service return to the standard that serves an user.
Actually, the cost that customer service system is not an enterprise " package " , however the valuable asset of the enterprise. Compete as the market intense with each passing day, more and more enterprises from sell product fight in some places one by one to arrive sell a service, sell public praise. An investigation makes clear, because be opposite,the consumer of 75% is met customer service is dissatisfactory and abandon buying deed. Visible, customer service satisfaction spends real impact to wear the product is bought rate, do not ignore the user experience of any link, business development just has good prospect. On the other hand, customer service can hear an user actual demand, the pain spot that masters an user from inside complain, block a dot up, these are company product upgrades what strategy of innovation, market adjusts is important " consult content " . Be apt to uses customer service, can ecbolic a new increment market, make its cost attribute transform to profit attribute.
Face future, intelligent customer service can supersede function of partial customer service gradually, but changeless is pair of client demand have an insight into hold, the lasting pursuit to serving character. Current, a few local government are making call (customer service) of the center, had done lead standard, supervisory management, can make the raise that makes standard of customer service industry not only, because hold many user demand, pain spot to count the source that occupy and becomes each industry transition to upgrade,return a likelihood. Believe to try hard to fall in each, customer service will become each industries to do do the strong person that drive greatly.
