迪跑客服流程.docVIP

客服流程简述 CS Workflow Outline 陌生客户：根据业务咨询范围，联系相关市场部负责人员 Potential customer: contact the one who is in charge of marketing according to the business line of consultation 正在联系的客户：按照售前，售中，售后流程 Targeted customer: take its workflow of pre-sales, mid-sales and after-sales 电话接听优先级（现阶段） Priority for phone answer (currently) 接听后再告知相关人员。 Enable the relevant personnel to be informed GM Office—not be answered for the moment ADMIN(zhouxing)→CS(rachel,amy)→MARKETING(yangtianyu, yansheng, liqiuping)→IT(liuxinchao)→TEST(wuminghui)→RD(wangpeng, fuwencheng or others) MARKETING(yangtianyu, yansheng, liqiuping)—not be answered for the moment CS(rachel,amy)→IT(liuxingchao)→TEST(wuminghui)→RD(wangpeng, fuwencheng) CS(rachel,amy)—not be answered for the moment MARKETING(yangtianyu, yansheng, liqiuping)→IT(liuxinchao)→TEST(wuminghui)→RD(wangpeng, fuwencheng or others) ADMIN(zhouxing)—not be answered for the moment CS(rachel,amy)→MARKETING(yangtianyu, yansheng, liqiuping)→IT(liuxinchao)→TEST(wuminghui)→RD(wangpeng, fuwencheng or others) 客服售前售中流程 Workflow for pre-sales and mid-sales 客服口径 CS entrance 接听电话，记录内容，并分发。 Receive calls, record content and distribute data. 客服直接回复 An immediate response from CS 客服间接回复，分发到相关部门 High level response from relevant departments Marketing RD IT 追踪记录 Tracking service PROJECT：Customer questions/Support results/Support team report 电话留言：请直接留言，或访问公司主页，留下咨询事项及联系方式。 Telephone message: Please leave words quickly, or access to web page as well as send us your questions or suggestion. 电子存档（动态记录） Electronic filing (dynamic track) 售前记录档案 Pre-sales recorded file 与客户沟通记录档案 Communication with customers recorded files 客服售后流程 Workflow for after-sales 客服口径 CS entrance 接听电话，查收邮件，访问主页。 Receive calls, check E-mail and access to web page (CS feedback ingress). 客服直接回复 An immediate response from CS 客服间接回复，分发到相关部门 High level response from relevant departments TEST IT RD 追踪记录 Tracking service PROJECT：Customer questions/Support results/Support team report 电话留言：请直接留言，或访问公司主页，留下咨询事项及联系方式。 T