The English translation of Customer Service is Customer Service, abbreviated as CSI. It mainly embodies a value oriented to customer satisfaction, and integrates and manages all the elements of customer interface with the preset optimal cost-service combination. Broadly speaking, anything that can improve customer satisfaction belongs to the category of customer service.
Customer service classification:
1, customer service can be basically divided into manual customer service and electronic customer service, in which manual customer service can be subdivided into text customer service, video customer service and voice customer service. Text customer service refers to customer service mainly in the form of typing and chatting; Video customer service refers to customer service mainly in the form of voice and video; Voice customer service refers to customer service with mobile phone as the main form.
2. Based on the rapid development of Tencent WeChat, WeChat customer service, as a brand-new customer service method, has appeared in the customer service market. Relying on the exquisite technical conditions of WeChat, WeChat customer service integrates all functions of text customer service, video customer service and voice customer service, and has unparalleled advantages, so it is highly praised by the market.
Extended data:
Responsibilities of customer service:
1. Answer the technical calls of various brands, and answer customers timely and accurately according to the knowledge base. Provide standard services to customers; Quickly grasp the company's new policies and new business, actively promote the company's new products in the process of telephone service, and urge customers to have the willingness to use the company's products.
2. Accept the business and customer complaint telephone number applied by customers, accurately record the complaint content, and generate an electronic work order in time and forward it to the background group for the business that needs assistance from other positions; Assist to sort out the training materials in the group and coach the junior customer representatives. Participate in various trainings to improve overall quality. Participate in various team activities and support team building.
3. Record the problems or materials that are not in the database and submit them to the deputy manager on duty for forwarding to the business group. Collect mobile business information timely and accurately, study mobile business knowledge hard, assist in collecting customer demand information, and put forward suggestions for service improvement. Communicate with customers through various channels (such as telephone, SMS, email, etc.). ) to achieve the purpose of service or sales;
4, do a good job in user consultation and complaint handling, do a good job in user obstacle declaration and scheduling, and summarize and feedback users' opinions and suggestions; Fill in the shift change diary carefully and hand over the unfinished and unresolved problems to the next shift; Keep good contact and communication with all departments; Check the operation of the computer regularly, and report the maintenance and troubleshooting in time.
Baidu encyclopedia-customer service