A Differentiated Online Training Method for Customer Service Personnel

Abstract

The invention discloses a differentiated online training method for customer service personnel, which relates to the field of customer service quality inspection and customer service training, including: S1: perform quality inspection on customer service personnel, and extract problems in the quality inspection; S2: count each The specific category of each problem generated in the customer service quality inspection; S3: mark the customer service according to the different categories of the quality inspection problems generated by the customer service; S4: summarize the quality inspection problems generated by the customer service into the training system; S5 : The training system transmits the updated quality inspection questions to the database, and then obtains the solution corresponding to each updated quality inspection question from the database, and stores the updated quality inspection questions and solutions in the training system in a one-to-one correspondence Middle; S6: Customer service completes online training through the training system. The invention solves the problem that the existing off-line training method cannot flexibly train each customer service according to the amount of actual knowledge mastered by each seat and free time, and the training effect is poor.

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...

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

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