<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">开始阅读文章前，小编邀请客服伙伴们先思考：</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">大家都在说客户服务需创新，那创新到底是什么？</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">在客服中心，“创新”包括技术、服务、管理、流程……等层面。如技术层面的创新，可以使在线平台可满足多数量沟通下很好地保持与客户的有效沟通、信息推送，以及后端数据管理，提升客户转化和客户粘性，客户服务方式应该以客户喜欢的方式进行，利用客户的碎片化时间实现高效的服务。而在一对多的服务模式下可以大幅度降低通讯和运营成本。其实客服中心在客户服务层面创新，*的技术固然重要，但更重要的是把目光毫不犹豫地聚焦在客户的身上。</p>
<p class="ql-align-center" style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: center; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><img max-width="600" src="http://5b0988e595225.cdn.sohucs.com/images/20181120/bf50443bda494f05938668e861b40c37.jpeg" style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; display: block; font-size: 100%; height: auto; margin-bottom: 0px; margin-left: auto; margin-right: auto; margin-top: 10px; max-width: 100%; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;" /></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">在“互联网+服务”的时代，服务升级以及精细化服务成为越来越多企业的发展重点。客户服务部门从成本中心向利润、价值中心转型，提升客户价值成为客户服务的重要导向，过去的“粗放型”客服管理暴露出较多问题，例如客服效率低下、客服之间的转化率差异大、招聘和培训成本高等问题；那么客服部门在当下如何更好地承接企业客户服务，提升客户价值？</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">今天小编带大家一起探讨“企业客户服务的创新”在客户服务全过程中主要表现在哪些层面？</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">一、工单流程创新</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">怎么能够快速把一些受理客户的有效信息做跨部门推送并分类整理客户关心的最紧急重要的需求，让产品部评估做内部优化；工单流程一定要简单，简单不是把复杂流程删减，而是从一堆流程中找出哪一些是客户直接痛点，是否能给客户及时反应，而且是他最需要的结果，因此工单流程设计要逆向思维设计，服务动作情景化演练设计。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">二、内部管理创新</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">目前，很多客服团队的管理体系中视为命脉的考核指标太多。指标越多对于员工来说就不容易分清重点，有一种被限制、不被信任的感觉；基于这种情况下，若KPI管理可以让客服在服务过程中聚焦核心，更好地服务于客户，具体来说就是去繁从简，只关注一到两项核心指标。因此，团队需要塑造轻松的管理文化，旨在给员工更多的空间，让他们学会独立思考，自主解决工作中的问题，要始终相信员工并在培训、知识库搭建、员工关爱方面给予足够的支持。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">三、员工理念上的创新</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">在运营管理上，对员工充分释放沟通的灵活度，不仅释放心态，还要释放思维意识。例如：公司新APP的推出、功能优化，可建议客服优先使用。如此一来他们会更加感同身受，在服务过程中真正切重用户需求。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">四、自动化系统解决方案创新</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">部分客服中心都把能用自动化系统解决的客户个案数量作为一个重要的KPI，这无可厚非。因为如果有很多的客户个案，都能够通过自动化系统解决的话，意味着在成本方面可以有很大的减低， 对整个企业来说，这是个大大有利的事情。但是过分把重心放到这个KPI上，有可能最终忽略了客户对服务的最终满意度， 这是对一个客户服务系统最重要的一个评核。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">有很多的企业也意识到这一点，所以在他们所做的自动化方案中，会由AI系统不停地在审查客户的语音声调，去记录与分析在整个服务过程里，客户情绪的波动。在哪些点客户可能是比较不满意的，都可以从他们的声调还有用词中分析出结果。这些分析结果对系统设计者来说是一个非常有用的参考，他们可以用来更进一步的去改进整个客户服务系统，把它做到既能够减低成本也能够更高效的去满足到客户。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">五、客户关系管理创新</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">客户关系管理是客户服务中最重要的一环，与客户持续的互动，可加深客户的品牌记忆，增加客户粘度。针对于企业20%的重点客户开通VIP通道，实现多对一尊享服务，分层化服务管理。客户在请求服务排队、多对一服务以及独享资源开放下载都有独特优势，让高优客户享受到真正的VIP待遇。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">如今，客服中心不仅是企业内部的信息交互中心，同时也是价值中心，能够为产品研发部门提供完善产品流程的足够驱动力。客户服务不论怎么创新，基本的客服角色价值是不变的，那就是解决客户问题、提升客户价值、提升客户的生命周期；做好客户服务*不是局限于如何接好一个电话，而是产品在设计的时候是否能够围绕用户体验做设计。要首先满足客户沟通中的情感需求，然后才是具体问题的解决。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;"><span style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 16px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;"></span>【写在最后】</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">整体来说，在客户服务方面不管是系统、管理、流程等方面，还有很多的创新空间，可以考虑的服务设计纬度也很多。 但更重要的是，企业的高管层需要有一个清晰的企业服务战略意识，努力把有限的资源做最优化的调配，做成最有效的客户服务。</p>
