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秦琪 IBM技术支持中心技术支持经理 我认为,IT行业优质服务的通用标准简而言之就是客户的满意度。客户不满意,你做得再多也没有用。从服务业绩来衡量,系统化的管理、先进的电话系统也是不可或缺的。例如IBM的电话系统,可以把所有客户的电话记录下来,监测需要多久才能找到解决问题的合适人选。我们也委托第三方调查机构对我们的服务机构进行抽样调查,这些都会作为管理层的服务衡量标准。对于表示不满的客户记录,我们将通过客户关系中心,确保其问题最终得到解决。
Qin Qi IBM Technical Support Technical Support Manager In my opinion, the general standard of quality service in the IT industry is simply customer satisfaction. Customer dissatisfaction, you did not do much more. From the service performance to measure, systematic management, advanced telephone system is also indispensable. For example, IBM’s telephone system records all customer calls and monitors how long it takes to find the right person to solve the problem. We also commission third-party investigation agencies to conduct a sample survey of our service agencies, which will serve as management’s service measurement. For customer records that indicate dissatisfaction, we will use the Customer Relationship Center to ensure that their issues are eventually resolved.