Dedicated CS

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Dedicated CS 作者: Mind Map: Dedicated CS

1. Service Quality

1.1. Knowledge base

1.1.1. TNT Overview and Internal Policy

1.1.2. Country Differentiation

1.1.3. Customs Regulation

1.1.4. Service and Product

1.1.4.1. Core Service

1.1.4.2. Freight (SPS)

1.1.4.3. Value Added Service

1.1.4.3.1. Integrated Direct Express (IDE)

1.1.4.3.2. Merge-in-Transit (MIT)

1.2. Skill

1.2.1. Communication

1.2.1.1. Coordinate with Cross Function

1.2.1.2. Customer

1.2.1.2.1. Mail

1.2.1.2.2. Phone

1.2.1.2.3. Face to Face (Customer Visit)

1.2.1.2.4. Formal Letter

1.2.1.3. Team Internally

1.2.2. Case Handling

1.2.2.1. PN

1.2.2.2. 24hr & 48hr close rate

1.2.2.3. Service Analysis

1.2.2.3.1. Problem Reflection

1.2.2.4. SR Quality

1.2.3. Complaint Handling

1.3. Customer Research

1.3.1. Customer Background

1.3.1.1. Sales

1.3.1.1.1. O-chart

1.3.1.1.2. Contact Window

1.3.1.1.3. Detail Demand

1.3.1.2. Internet

1.3.2. Vertical Market

1.3.2.1. A&I

1.3.2.2. High Tech

1.3.2.3. Lifestyle

1.3.2.4. Healthcare