如何成為良好的智慧客服人員(英文版)(ppt 36頁)

如何成為良好的智慧客服人員內容摘要：
A Service Business：
一、What are services?
1、Services are deeds, processes, and performances to fulfill customers’ needs and achieve their satisfaction based on perceived expectation.
2、Differences in goods versus services
Intangibility
Heterogeneity
Simultaneous production and consumption
Perishability
3、Service Quality：
Clients’ expectations and perceptions are central in the delivery of excellent service.
4、Expanded marketing mix for services:
Product
Place
Promotion
Price
People
Physical Evidence
Process
What the Job is Really About：
1、Understanding & Interpreting the Client’s wants & needs.
2、Leading the agency/client team to a Brand Vision.
3、Briefing & co-ordinating specialist departments.
4、Uniting clients & agency in an atmosphere of trust, energy & enthusiasm

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