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Online training method for realizing differentiation on customer service personnel

A differentiated technology for customer service personnel, applied in the field of online training, can solve the problems of unavailable training, fixed time, low efficiency, etc., and achieve the effect of reducing the risk of customer dissatisfaction, small investment resources and good results

Active Publication Date: 2018-11-02
SICHUAN XW BANK CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The purpose of the present invention is: in order to solve the existing offline training method for customer service personnel, the training content of each employee is the same, the time is fixed, and it is impossible to carry out flexible training according to the amount of actual knowledge mastered by each seat and free time. As a result, the efficiency is not high, and the effect after training is also average. The present invention provides a differentiated online training method for customer service personnel

Method used

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  • Online training method for realizing differentiation on customer service personnel

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Embodiment Construction

[0030] The technical solution in this embodiment will be clearly and completely described below in conjunction with the accompanying drawings in the embodiment of the present invention. Obviously, the described embodiment is only a part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0031] The existing customer service training mode is to focus on training resources for all customer service personnel. The traditional training mode belongs to one-to-many, and the effect is relatively general, because the knowledge acquired by each customer service personnel is inconsistent. There are also various problems, and the traditional training methods are general and inflexible. Based on this, the present invention provides an online training method fo...

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Abstract

The invention discloses an online training method for realizing differentiation on customer service personnel, and relates to the field of customer service quality inspection and customer service training. The method comprises the steps of S1, carrying out quality inspection on the customer service personnel, and extracting problems in the quality inspection; S2, performing statistics on the specific types of the problems generated in the quality inspection of the customer service personnel; S3, according to different types of the quality inspection problems generated by the customer service personnel, marking the customer service personnel; S4, summarizing the quality inspection problems generated by the customer service personnel in a training system; S5, transmitting the updated qualitycontrol problems to a database by the training system, then obtaining solutions corresponding to the updated quality inspection problems from the database, and storing the updated quality control problems and the solutions in the training system in a one-to-one correspondence mode; and S6, finishing online training of the customer service personnel through the training system. The method solves the problem of poor training effect due to the fact that the customer service personnel cannot be flexibly trained according to actual knowledge mastery amounts and free time of the customer service personnel in an existing offline training method.

Description

technical field [0001] The invention relates to the field of customer service quality inspection and customer service training, in particular to an online training method for realizing differentiation for customer service personnel. Background technique [0002] In the field of customer service, in order to better realize the customer service experience, enterprises need to provide centralized training for customer service personnel frequently. In addition to some conventional basic knowledge, the training content also needs to continuously improve new knowledge, which is based on some actual situations. For the new knowledge encountered, at present, the content of centralized training is to sort out the new knowledge and conventional knowledge manually, and the training content for each employee is the same, and the time is fixed. This method belongs to the problem of unified induction and centralized training resource. The same training content is not suitable for every c...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q50/20G06Q30/00G10L15/26
CPCG06Q10/0639G06Q30/016G06Q50/2057G10L15/26G06F40/242
Inventor 李元俊
Owner SICHUAN XW BANK CO LTD
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