技术单位提升业务解答能力的思考

Thoughts on Improving Business Answering Ability of Technical Units

客服人员在日常的咨询服务中,会遇到很多一线专业问题,其中一些专业问题可以直接沟通相关实验室予以解决,但有些跨专业、涉及多部门的一线业务问题,如果反馈到实验室,非但解决不了问题,而且会大大降低实验室和客户的满意度,降低问题处理效率。所以本文基于信息化系统数据的整理分析,结合笔者多年的工作经验,思考对电话客服人员一线业务解答能力提升的方法。

In the daily consulting service,customer service staff will encounter many front-line professional problems,some of which can be solved through direct communication with relevant laboratories,but some front-line business problems involve multi-discipline and multi-department,any feedback to the laboratory cannot solve the problem,and also greatly reduces the satisfaction of the laboratory and customers,reduces the efficiency of solving problems.Therefore,based on the collation and analysis of informatization system data,combined with the author’s work experience over years,this paper thinks about ways to improve the front-line business answer ability of telephone customer service personnel.