I'm afraid to die a few places, a bank operating room, a mobile operating room. Strange to say, no matter that the bank's operating room, the results are similar. Somehow when the last few years, domestic banks also fully learn from the foreign look, banks operating room can make a play than a decorative style, gorgeous, provide customers a seat waiting for more than one high, even in the business district near a window or wait for the table of colored glass dish filled with candy, can not say how many of these initiatives to change the bank's facade, but also gives people a comfortable, thoughtful feel. But in the bottom of my heart I ask myself, Is this customer care of all customers into the bank in the end what is needed? In other words, bank customer service in the end the pursuit of what?
Man with a heart monitor so if you find that in fact the real business of each bank handle a variety of business waiting room, not many people, private business is that, on public business, too, as many as three to 50 people, ranging from 1, 20 people. Unfortunately, banks seem to deliberately open the window and people always joking like always have a few not in the "suspend operations" is "Close" state, had little time to open wide. I once did a survey of private businesses to bank customers wait as little as fifteen or twenty minutes, and more are waiting for an hour, and even more time is common. The bank will also have a timer in the operating window, mark the current service time, I have read, and note down the time, the longest service as 43 minutes, the average service time in 5-7 minutes . Operating window is called No. by means that customers can get a first-come first-served service. No. However, often called empty things, why do customers receive queue number will appear shorting phenomenon can only be interpreted as, customer due Jizao, irritability, no patience, no alternative but to walk away.
Similarly, the recent move because I need to apply for a business, to the mobile company's business hall, I counted a total of 12 stations, five are vacant. I received the line up look at the number is 224, look up at that station at the top of the current service number is around 114, ranging from a few numbers, which means that there are more than 100 people in front of me waiting in line to transact business state. Zaiyi Kan do have a few dozen people are sitting in the waiting area of the chair. I carefully calculated the average number of station service time is five minutes, and I in front of 110 people, an average of five minutes per person, there are seven members of Services Computing business I need to wait for one hour 20 minutes.
After I calculated, I hesitate and retreat, and I really do not have enough patience and time. The mobile business hall, I was thinking, banks, corporations, or mobile communication, or for all companies operating room of their customer service, or in a wide range of some of these companies customer service center, in the end should be specific the course of the pursuit of customer service it? The pursuit of China and the United States luxury decorative hardware appearance? The pursuit of its name, the service plan idea? I think it should not.
In fact, the majority of the customers, they go through the Office for the banking and private banking business to handle business requirements 绉诲姩钀ヤ笟鍘? very simple, even as simple as can not simple, it is less waiting time, apply as soon as possible completed. In short, customers of banks or move the company's requirements is to increase efficiency, enabling the business to handle as much as possible reduce the waiting time to a minimum. This requires over it? Not too much, right?
Write this, so I think one thing to, some time ago, a friend of my mission in the field, he asked me to buy a "M-Zone" of the delta card, after I bought the course in the delta encountered a small problem, according to the prompt card, call the 1860 consultation. The 1860 increase is automatic IVR voice prompts and guidance would have to call people in 1860 is a good thing, but the cumbersome multi-tips, transfer, coupled with advertising spots, I can not help to provide such services on the motives suspicious. In the end is to facilitate our services? Or call us to increase our time and make a few angular rate? Why insist otherwise simple design of the service process so cumbersome and complicated? Why not do the whole process of simplification?
Now what customer service is effective, simple to be effective, simple and will create value and generate benefits. The complexity of the service expenditures will only increase the cost of services, or simply do not understand what is really out of customer service, or at least not on the service requirements of customers.
Customer Service Is the pursuit of what? I think that the pursuit of customer service is the first time; the second is the service to pursue the process of simplification; third pursuit of the efficiency of the service process. Time, simple, efficient customer service needs constitute the entire contents.
These three banks operating room for a salesperson for the company for the mobile business for the Office of the salesman, is also difficult to resolve, as long as the consciousness to be the work of the hands of efficiency, to accelerate that customers can met and resolved. This is not primarily a technical problem, but questions of ideology and attitude towards customer service, a customer in mind, the task at hand will speed up consciously, if not dedicated to customer service, thought and consciousness, that even the most advanced technology used equipment, work efficiency and quality also ultimately there can be no essential improvement. Corporate customer service center, call center business as well.
Computer technology and communication technology, makes the customer service application platform or system has been greatly developed in recent years has become a banking, telecommunications, electricity, civil aviation, public utilities and so on almost all industries, enterprises engaged in customer service tools. Should also recognize the call center system is indeed an integral part of customer service systems, it is perfect, save the customer information, standardized service processes, improve efficiency and so play an active role, played a good result.
Due to limited number of resources, when the call center services provided items or services are more and more, it will be inevitable IVR automated voice prompts multi-level, multi-level phenomenon. So many of the call center IVR system front patiently full use of the telephone on almost all of the keys to arrange the function, if you do not, that is not good customer service, as everyone knows when the IVR automated voice prompts more than four after 52% would give up the phone, when more than the seven, there will be 87% of people give up because of complaining and cursing the phone.
How the rational design of IVR voice guidance level, is a technical, highly artistic work. Some call center or customer service centers once told me that their boot sequence IVR voice business and the customer service call determined by the number of statistics, this approach itself is not wrong, should be also with some scientific sex. But I must say that this practice is not the best design IVR automated voice-guided approach. IVR how to do that is the best way to design it?
We know that no matter what industry or enterprise call center, when you statistical data through ACD, after the first two customers, if the main call of the services business, to say? Shows strong customer demand. Such cases, usually customers of Executive discretion to stop the call, until a need for information or help. IVR voice in designing the content of automatic guided, in order to improve the quality of the call center and services, should be ranked in three or four telephone traffic business service tips on the front, will rank first, second, then load is placed on the back of business services, tips, design ideas and methods of this investigation and its theoretical basis of statistical evidence.
Then they should be designed IVR layers do? First of all, there is no set number of layers is designed, according to the industry, the enterprise itself and the characteristics of call center services, decisions. But there is a principle to be observed or draw, this is the content of IVR prompts the total content of call center services 78%, then the remaining 22% of the service to provide it, in a word, with the switch to artificial solution.
Do not understand what I mean mechanically, first of all IVR voice to guide the content and ranking is dynamic, not static, with a suitable adjustment of three months or four months, adjusted basis is the call center's ACD reports data content. Second do not understand and use the IVR mechanical layer, the concept of classification, IVR covers 100% of the business, service tips, of course the content is good, but this way, will increase customer service costs, cause guide cumbersome and lost customers will grudges customer dissatisfaction so that customer satisfaction declined. I have proposed a threshold of 78%, we can refer to.
I visit the two by the customer service experience, talking about the real needs of the customer in fact, also talked about the design of IVR and call center set up to talk about much, and on the distance.
Finally, back to the topic, and customer service in the end should pursue?
Pursuit of the shortest waiting time customers!
Pursuit of maximum efficiency per unit time! !
The pursuit of maximizing the value of customer service! ! !
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