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移动互联网时代,质量、服务已成为企业发展竞争的主要手段,不断提升服务能力是企业可持续发展的基础。伴随企业集约化经营管理模式的转变,原有的单一投诉处理流程已无法满足客户的需求。因此,为切实提升客户投诉处理效率,快速响应客户需求,转变原有全部属地化处理流程,实施集约化处理管控已成必然。通过集约化处理,缩减流转链条,统一规范处理,摒弃复杂审批流程,将资源权限前移至一线,能够快速化解矛盾,将客户抱怨转化为信任,通过服务管理能力的提升助力企业规模发展。
The era of mobile Internet, quality, service has become the main means of competition in the development of enterprises, and constantly improve service capabilities is the basis for sustainable development of enterprises. With the shift of intensive management mode, the original single complaint handling process has been unable to meet customer needs. Therefore, in order to effectively improve the efficiency of customer complaints processing, respond quickly to customer needs, and change all the original localization process, the implementation of intensive management and control has become inevitable. Through intensive management, reducing the chain of circulation, standardizing the handling, abandoning the complicated approval process, and moving the resource rights to the forefront, we can quickly resolve conflicts, turn customer complaints into trust, and help enterprises scale through the enhancement of service management capabilities.