How to do Efficient Message Solving

最新推荐文章于 2023-04-06 07:30:00 发布

转载最新推荐文章于 2023-04-06 07:30:00 发布 · 400 阅读

本文档介绍了提高客户服务效率的最佳实践，分为态度、原则和技术三大类。强调了享受工作、承担责任、建立人际网络等态度；并提出了不猜测问题、解决客户确切需求、解决方案的复用等原则；还分享了查找根本原因及组织知识的技术。

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The Best Practices described in this document are grouped in three categories: attitude, principlesand techniques. All three are equally important for efficient message solving.

Attitude:
Enjoy what you are doing
Assume responsibility
Maintain your personal network
Put yourself in the customer„s shoes
Principles:
Don„t try to guess –get all necessary information first
Solve the customer„s issue –no more and no less
Capitalize on reuse of your (and others„) solutions
Know your limits –and don„t be afraid to show your limits
Be elaborate and structured in your replies –anticipate follow-up questions
Techniques:
Searching for the root cause –best strategies
Organize your knowledge –choose your best method