发展迅速的企业通常都会伴随着成功带来的挑战,联想电脑公司面临的挑战就是电脑购买者的快速增长,特别是其中大部分用户都是第一次接触电脑,就使得联想的客户服务资源略显紧张。在公司每年电脑销售量只有数千台的时候,其地区化呼叫中心可以充分发挥作用,但是当销售量达到百万时,这些呼叫中心就显得有些力不从心了,这影响了联想的利润及其客户满意度。 The fast-growing enterprises are usually accompanied by the challenges of success. The challenge for Lenovo is the rapid growth of computer buyers. In particular, most of them are the first to contact the computer, making Lenovo’s customer service resources slightly Tense. When the company sold thousands of PCs each year, its localized call centers could make a difference, but when the sales reached millions, these call centers became overwhelmed, affecting Lenovo’s profits and its customers Satisfaction.