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每当客户来电查询EMS邮件行踪,或者投诉邮件投递太慢时,客服人员通常的做法是,一边耐心安抚客户情绪,一边急忙替客户查询邮件或处理异常情况。实践证明,这种被动应付式的客户服务难以带给客户优质消费体验。针对这一问题,2012年初江苏邮政速递物流率先提出由传统服务向主动服务转型,开展了全省集中模式的VIP主动客服工作。目前,江苏邮政速递物流已建立一支VIP主动客服团队,承接了全省近百家VIP客户的服务工作,成效显著。
Whenever a customer inquires about the whereabouts of an EMS e-mail, or complaints mail delivery is too slow, the common practice of customer service staff, while patiently appease the customer’s emotions, hurriedly for the customer for e-mail or to handle anomalies. Practice has proved that this passive coping style of customer service is difficult to bring high-quality consumer experience. In response to this problem, in early 2012, Jiangsu Post Courier Logistics first proposed the transformation from traditional service to active service and launched VIP-focused customer service in the concentrated mode of the province. At present, Jiangsu Post Express Logistics has established a VIP customer service team, to undertake the province nearly 100 VIP customer service, with remarkable results.