標題: The specific contents are as follows [打印本頁] 作者: JOSNA777 時間: 2024-3-7 11:42 標題: The specific contents are as follows Improve service position capabilities. At the same time, requiring everyone to constantly learn new knowledge is, after all, something that goes against human nature (lazinessenergy saving). ⑤ We also need to design productservice linkage operations and form a closed loop. Classification and classification of customer requirements and positions We can try to classify customer problems A. Application problems (solvable solutions, configurations) and B. Technical problems (code bugs, design defects). Customer problems and service positions can also be graded P~P level problems, T~T level service consultants. If T (customer service, etc.) cannot solve the problem, ask T (secondline technical support) or T
(technical experts) to handle it together. For major and urgent Austria WhatsApp Number problems, a special processing channel "explosion process" is set up. The problem of explosion has the highest priority. At the same time, a technical person in charge is designated to coordinate resources, make progress transparent, and review afterward. At the same time, we adhere to the " firstaskresponsibility system " when facing customers . Try not to "transfer" customers to technical positions. The first customer service specialist or dedicated CSM (Customer Success Manager) will be the first person responsible for the entire service process. Students in service positions must try to follow up on problems throughout the process and help customers solve problems at the same time,
they must also learn how to deal with them and accumulate them in the knowledge base for technical means that they cannot master, at least clarify the ins and outs and the path to seek help. Upgrading of organizational structure and processes In terms of organization, there are some measures to ensure the organizational efficiency of problem handling. Each family makes different choices based on their own circumstances. [Prioritize internal digestion in the service department] Before submitting customer requirements to the technical department, the service department first performs a filtering process.
