文章來源：中(zhong)國聯(lian)合網絡通信集團(tuan)有限公司 發布時間(jian)：2012-05-06
隨(sui)著聯(lian)通沃(wo)商(shang)(shang)店(dian)業務(wu)(wu)(wu)宣(xuan)(xuan)傳(chuan)的(de)逐步(bu)深(shen)入和(he)產品(pin)的(de)廣泛(fan)應用(yong)，移動(dong)互聯(lian)網用(yong)戶(hu)的(de)投(tou)訴與咨詢問題日益增(zeng)多。為此(ci)，根據目前(qian)各(ge)(ge)省(sheng)(sheng)區(qu)(qu)市(shi)的(de)實(shi)際(ji)情(qing)況，以業務(wu)(wu)(wu)指導(dao)和(he)渠道建(jian)設(she)為抓(zhua)手，加強(qiang)各(ge)(ge)省(sheng)(sheng)區(qu)(qu)市(shi)客(ke)服(fu)(fu)(fu)(fu)對(dui)沃(wo)產品(pin)知(zhi)(zhi)識的(de)知(zhi)(zhi)曉度(du)，努力(li)提升(sheng)(sheng)各(ge)(ge)省(sheng)(sheng)區(qu)(qu)市(shi)對(dui)業務(wu)(wu)(wu)開展(zhan)的(de)支(zhi)撐能(neng)(neng)力(li)和(he)客(ke)戶(hu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)能(neng)(neng)力(li)。一是(shi)(shi)加強(qiang)對(dui)各(ge)(ge)省(sheng)(sheng)區(qu)(qu)市(shi)的(de)業務(wu)(wu)(wu)指導(dao)。應用(yong)商(shang)(shang)店(dian)運(yun)營(ying)(ying)中(zhong)(zhong)心(xin)從對(dui)用(yong)戶(hu)操(cao)作(zuo)的(de)引(yin)導(dao)性(xing)、便利(li)性(xing)和(he)對(dui)客(ke)服(fu)(fu)(fu)(fu)一線(xian)(xian)的(de)表述(shu)易懂性(xing)、可操(cao)作(zuo)性(xing)角度(du)出發，定期(qi)(qi)修訂客(ke)服(fu)(fu)(fu)(fu)常規FAQ（常見問題解答）；同時(shi)(shi)(shi)還(huan)(huan)及時(shi)(shi)(shi)配(pei)合各(ge)(ge)類專題營(ying)(ying)銷活動(dong)的(de)宣(xuan)(xuan)傳(chuan)推廣，制(zhi)訂主題活動(dong)FAQ。為檢視各(ge)(ge)省(sheng)(sheng)區(qu)(qu)市(shi)客(ke)服(fu)(fu)(fu)(fu)對(dui)FAQ內容(rong)的(de)知(zhi)(zhi)曉度(du)和(he)把握(wo)度(du)，應用(yong)商(shang)(shang)店(dian)還(huan)(huan)建(jian)立(li)有(you)計劃(hua)、有(you)實(shi)施(shi)、有(you)反饋(kui)的(de)月度(du)撥測(ce)(ce)機制(zhi)。從4月對(dui)各(ge)(ge)省(sheng)(sheng)區(qu)(qu)市(shi)10010客(ke)服(fu)(fu)(fu)(fu)熱(re)線(xian)(xian)撥測(ce)(ce)的(de)情(qing)況顯示，平均成績(ji)較上月同期(qi)(qi)提升(sheng)(sheng)近17%，合格率提升(sheng)(sheng)23%。二(er)是(shi)(shi)加強(qiang)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)渠道建(jian)設(she)。該運(yun)營(ying)(ying)中(zhong)(zhong)心(xin)完善了各(ge)(ge)省(sheng)(sheng)區(qu)(qu)市(shi)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)對(dui)口聯(lian)系人(ren)(ren)信息，建(jian)立(li)定期(qi)(qi)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)溝通機制(zhi)；拓展(zhan)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)渠道，在郵箱服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)、熱(re)線(xian)(xian)客(ke)服(fu)(fu)(fu)(fu)的(de)基礎上擬增(zeng)加7×10小時(shi)(shi)(shi)在線(xian)(xian)客(ke)戶(hu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)渠道。三是(shi)(shi)開展(zhan)現(xian)場服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)培(pei)訓(xun)。運(yun)營(ying)(ying)中(zhong)(zhong)心(xin)逐步(bu)有(you)針對(dui)性(xing)地開展(zhan)面向全國10010客(ke)服(fu)(fu)(fu)(fu)人(ren)(ren)員(yuan)的(de)沃(wo)商(shang)(shang)店(dian)業務(wu)(wu)(wu)知(zhi)(zhi)識培(pei)訓(xun)，客(ke)服(fu)(fu)(fu)(fu)業務(wu)(wu)(wu)管理人(ren)(ren)員(yuan)培(pei)訓(xun)計劃(hua)每季度(du)不少于3次。中(zhong)(zhong)心(xin)還(huan)(huan)將赴重(zhong)(zhong)點(dian)省(sheng)(sheng)區(qu)(qu)市(shi)開展(zhan)現(xian)場服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)培(pei)訓(xun)，以切實(shi)提高重(zhong)(zhong)點(dian)省(sheng)(sheng)區(qu)(qu)市(shi)客(ke)服(fu)(fu)(fu)(fu)人(ren)(ren)員(yuan)的(de)業務(wu)(wu)(wu)技(ji)能(neng)(neng)和(he)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)能(neng)(neng)力(li)。