摘要
主要研究了PDCA循环管理方法在广电客服工作上的应用。从提升服务品质和推广业务营销两个方面,通过三次“计划-执行-检验-调整”的PDCA循环,形成了三类标准化服务流程,同时探索.了从客服话务服务转客服电子渠道营销的具体方法。
The paper mainly studies the application of PDCA management method in radio and television customer service.This paper performed three plan-do-check action cycles,and formed three types of standardized service processes.At the same time,the specific method of transferring customer service from telephone service to electronic channel marketing is explored.
作者
徐斌
XU Bin(Jiangsu Broadcasting Cable Information Network Co.,Ltd,Changzhou Branch,Changzhou 213000,China)
出处
《中国有线电视》
2021年第2期142-144,共3页
China Digital Cable TV
关键词
PDCA
广电客服
效率优化
PDCA
radio and television customer service
efficiency optimization