——seabet club"96518Customer seabet club Hotline" activation notes “Hello，Welcome to call Zhongbai Group customer seabet club hotline，employee number8001At your seabet club, may I help you?”2011year9month28日，Zhongbai Group customer seabet club hotline officially opened，Customers only need to dial "96518”Enjoy the doorStore information query、Complaint Acceptance、Marketing Information、Card and coupon query、After-sales seabet club、Telephone shopping, etc.Live phone seabet club. “96518Customer seabet club Hotline" serves as the group's innovative seabet club platform，Gathers the customer seabet club strength of all companies under the group，Provide customers with professionalism with the concept of "big seabet club"、Quick、Efficient、Friendly seabet club。atUnder the situation that the group’s pioneering and excellence activities are in-depth advancement，Play the positive role of the “seabet club window”，Resolve customer problems quickly，Meet customer needs，Ensure customer satisfaction，Help stores handle customer relationships，Improving the overall seabet club quality of the group company is96518The main mission and value of the customer seabet club hotline。For this，The Group Customer seabet club Center focuses on “hardware、Software” has carried out a number of tasks: 1. Repeated discussions with multiple parties to build a stable seabet club platform Currently, the seabet club ownsOperating outlets800Yujia, receives seabet club every day80More than ten thousand people。If you want to meet all business requirements，A stable system operating platform and standardized system process system are important guarantees。After many comparisons，The seabet club reached a cooperation intention with China Telecom，Use computer and communication technology to establish a modern call platform for real-time interaction with customers。And after the system goes online，Repeatedly test and improve the system functions of each module，Making the OMS operation management system stable and improving。On the other hand, to cooperate with system development，Completed the construction of knowledge base。Combined with the results of in-depth field research on the first-line stores of the four major commercial companies，Customer seabet club center’s customer seabet club work for the four major commercial companies，Drafted 9 information statistics tables、234 questions are sent to each company to collect relevant information。Currently, the customer seabet club center has collected information related to each company’s customer seabet club business、Collect the procedures and regulations，Completed the organization of question sets and the design of standardized answers in a standard question and answer method。 Except hardware facilities，To improve the group’s customer seabet club management system，The customer seabet club center has also developed a series of process systems，Such as "Zhongbai Group Customer seabet club Basic Information Collection and Management Regulations"、"Measures for Handling Complaints and Consultation Business of Zhongbai Group Customer seabet club Center"，To build an efficient business processing channel。At the same time，To ensure the normal operation of the customer seabet club hotline，The customer seabet club center has established a corresponding department contact system among the group’s functional departments and subordinate units，Form leaders in charge to take charge、The person in charge of the department is responsible、Customer seabet club specialist cooperation、The upper and lower linkage mechanism in which stores actively participate。 2. Carefully cultivate people-oriented people and build a learning team 2011year3The customer seabet club center established at the end of the month is a young team full of vigor and vitality，by11Composed of female employees, seabet club members90%Both80Last, smallest23years，No experience in call seabet club industry。To help helpGet familiar with the new position as soon as possible，Realizing new role changes。The department designed including corporate culture、Telephone skills、Normal terms、Business knowledge、A series of training courses including simulation tests。And passed the store internship、Department weekly meetings and lunch study sessions, etc.，Help everyone absorb knowledge，In order to adapt to the needs seabet club position better and faster。 As the learning deepens，Customer seabet club center employees are becoming more and more aware of telephone customer seabet club positions，I also deeply feel my lack of knowledge。“Want to give someone a glass of water，You have to have a bucket of water”，Telephone customer seabet club is just such a job。For this，Everyone often uses their spare time to discuss，"Do you have time?，Let’s discuss it”，"Wait a minute，I think this case can be handled this way”，“No way，Such an answer may cause dissatisfaction among customers，Be more tactful，Be considerate of the customer’s mood”，Similar words are often heard in the office，Since the establishment of the department, a positive and healthy learning atmosphere has been formed。 At the same time，The customer seabet club center also attaches great importance to the cultivation of employees’ thinking，There are 4 official party members among the 11 people in the department，1 activist，There are still 2 employees who have submitted their applications for party membership。These employees can take the initiative to help other employees become familiar with the company in their daily work and study，Share work experience，Encourage other colleagues to actively move closer to the party organization，Give full play to the vanguard and exemplary role of party members in the department。 三、seabet club and linkage to test and practice to improve communication skills and communication skills If on-site customer seabet club is the physical actions of customer seabet club staff、Use facial expressions and language skills to serve customers。Then telephone customer seabet club can only use language to provide services to customers within a limited time，And this kind of seabet club is formed once。The performance of agents is directly related to customers’ evaluation of the group’s seabet club quality。This is the professional knowledge of the agent、Psychological quality、Resilience、Analytical ability、Language skills、Higher requirements for expression ability, etc.。In order to master seabet club skills，Overcoming psychological pressure，The department and the Youth League Committee of the group carried out the "hotline linkage in progress" activity，Conducted a 30-day phone test，Replace daily practice with testing，To enhance the customer seabet club staff’s sense of reality。Pass a lot、Repeated testing，Some of the problems existing among the agents themselves were also highlighted one by one，For example: speaking faster、Bad language habits、Normative terms are not used, etc.。In order to solve the above problems in the shortest seabet club,Agents make their own moves，Some put labels on their computers to remind themselves，"I want to slow down"，"What's your surname, madam"，"Don't be nervous"，“Hmm、Ah，Don’t！”，“Give customers the seabet club they want” etc.。Some of them listened to each other’s recordings over and over again、Discuss cases and other ways to help each other enhance business skills，Improve analytical acumen。As the phone test gradually deepens，Everyone changes while testing，Working status and call efficiency have improved to a certain extent，The tension has been basically eliminated。 from2011year3Month arrival9Month, in seabet club short period of six months, " 96518” The customer seabet club hotline has experienced everything from scratch，The process from preparation to opening。The current customer seabet club hotline is in its infancy，Per employee、Every work needs to be continuously improved and improved in practice。The road ahead is still long，But we are complacent、Enthusiasm，We will create excellence through work、The goal of "striving for excellence in seabet club" is the driving force，Pass Major、Sincerity、Careful seabet club，Change "96518”Built the customer seabet club hotline into a bright brand of the group’s seabet club work。