摘要
应用FACE模型,将服务前台的客户感知与后台的系统支撑能力相关联,通过对客户感知度的采样和分析,提出改进业务系统支撑能力的建议和实施方案。实践证明,随着系统支撑能力的改进,客户满意度也相应得到显著提升。
This article proposed suggestions and implementation solution to improve business system support capability by applying FACE model, associating front desk customer perception with back office system support capability and through sampling and analyzing customer perception. Practical application proved that with the improvement of system support capabilities, customer satisfaction has been significantly improved.
出处
《现代电信科技》
2014年第9期47-51,共5页
Modern Science & Technology of Telecommunications
基金
西安邮电学院青年基金资助项目(1091215)
关键词
客户感知
FACE模型
业务支撑
客户满意度
customer perception
FACE model
business support
customer satisfaction
