The company has launched an activity to put forward business suggestions for the company by department, which can be at the management level, or product development or business process optimization, which will be included in the year-end assessment as a plus - once the end of the year is rated as an excellent department, the year-end bonus will be increased. Pen? Interesting? Pavilion wWw. ｂiquge。 As soon as this policy came out, all departments were eager to try it and stepped up internal meetings to discuss it.

At the meeting of the customer service department, everyone also made suggestions, but Zhang Yan was not satisfied, she looked at the quiet and silent Li Xiaoli - although this subordinate is like a fish bone in the throat, but her business ability is undoubtedly the best in the department - she asked Li Xiaoli: "You haven't spoken yet, tell me what you think." ”

"I do have an immature idea, so I'll throw bricks and lead the way." Li Xiaoli raised her head. In the workplace, the two of them are not separated from public and private.

"My suggestion is this: the company's department manager and above can come to answer the hotline for one to three days, at least one day, and at most three days, depending on the position. There are at least two benefits, firstly, to have a more intuitive understanding of the needs of customers, so that it is easy to design and optimize products, after all, our courses are still mostly for individual users; Secondly, let everyone feel the work intensity and pressure of front-line customer service staff. As a department with no direct economic benefits, it has not been taken seriously all year round, and it has to take the blame for other departments, perhaps through this activity, everyone will be touched, and the support for our work will be increased in the future. What do you think? Li Xiaoli is confident, word by word.

While everyone was silent, they agreed to this plan without hesitation, yes, this is a win-win plan. Zhang Yan's eyes lit up, but she nodded very restrainedly: "Well, it's one of the options that can be considered for today's discussion." The colleague in charge of recording will sort out the contents of today's meeting and send it to me before leaving work. In the end, which plan our department submits, I will weigh it comprehensively. ”

It is said that at the regular management meeting, the CEO applauded the proposal as soon as he saw it, and then asked the human resources department to arrange the implementation as soon as possible, and let the management hold a summary report meeting after the event. So the final plan is that the director level will have one day, the department manager will have two days, and the business supervisor and backbone will take turns to answer the phone at the agent. Previously, Zhang Yan also trained the leaders in customer service expertise such as speech. So on a Monday, the vigorous customer service experience began.

Today is the directors taking the lead, and several executives roll up their sleeves, clear their throats, and take a piece of cake with a knife.

"Hello, this is OT network education company, how can I help you?" , Technical Director Zhang has his own baritone low alcohol and seductive, comparable to an announcer.

"I'm Nyima, what are you doing to break the website, I can't log in over and over again, I always prompt that the password is wrong, how much time has I wasted @#¥#¥%......&*@¥#¥%", a series of swear words gushed out, like an explosion in a sewage well, pouring Mr. Zhang's head dizzy.

After a while, he came back to his senses and yelled at the other party: "Stupid, a wrong password is a mistake, are you sure you entered it correctly?" Is the case switch checked? What the hell is ......"

The surrounding crowd was stunned, Zhang Yan jumped over as if she had been bitten by a snake, cut off the phone, couldn't say a word, and violently BOY Mr. Zhang took off the headset, threw it on the table, and left angrily.

After this little episode, the other two directors also had a terrifying morning. Zhang Yan was even more speechless and asked Cangtian, she quietly called everyone together, arranged for the manager on duty to open the background settings, and the manager on duty answered the phone first, did a screening, and transferred the users with a good attitude to the leaders to deal with. Everyone quickly nodded and left.

A good attitude does not mean that it is good to serve, for example, this user has been pestered over and over again, why must she use the name of her ID card, is she willing to call herself Baiyun? No matter how the marketing director explains, it doesn't matter if the ID number and name match. In the end, the eldest sister on the phone threw down a sentence angrily: "I want to go to the Industrial and Commercial Bureau to complain to you!" After hanging up the phone, the marketing director saw that this phone had been entangled for more than 20 minutes, that is, a sentence: "The name and number of the ID card should be consistent". She felt the humiliation of a huge conspiracy theory and revenge......