论文部分内容阅读
以工作流程分析为主线,选择投诉处理岗位优秀客服为研究对象,采用访谈法、问卷调查法等方法,分析岗位核心能力组成要素,建立投诉处理岗位核心能力评价指标,并估算能力评价指标权重,为投诉处理岗位的人员聘用、培训与考核提供量化参考依据,以期提高投诉处理人员服务补救能力,增强企业的服务能力,获得更大市场竞争优势。
Taking workflow analysis as the main line, choosing the excellent customer service of complaint handling as the research object, adopting the methods of interview and questionnaire to analyze the components of the core competence of the post, setting up the evaluation index of the core competence of the complaint handling post and evaluating the weight of the competence evaluation index, It provides a quantitative reference basis for hiring, training and assessment of complaints handling positions with a view to enhancing the ability of complaint handling personnel to service recovery, enhancing the service capability of enterprises and gaining greater market competitive advantage.