迪跑客服流程.doc

Drafts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一、 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 informed1. GM Officenot be answered for the momentADMIN(zhouxing)CS(rachel,amy)MARKETING(yangtianyu, yansheng, liqiuping)IT(liuxinchao)TEST(wuminghui)R&D(wangpeng, fuwencheng or others)2. MARKETING(yangtianyu, yansheng, liqiuping)not be answered for the momentCS(rachel,amy)IT(liuxingchao)TEST(wuminghui)R&D(wangpeng, fuwencheng)3. CS(rachel,amy)not be answered for the momentMARKETING(yangtianyu, yansheng, liqiuping)IT(liuxinchao)TEST(wuminghui)R&D(wangpeng, fuwencheng or others)4. ADMIN(zhouxing)not be answered for the momentCS(rachel,amy)MARKETING(yangtianyu, yansheng, liqiuping)IT(liuxinchao)TEST(wuminghui)R&D(wangpeng, fuwencheng or others)二、 客服售前售中流程Workflow for pre-sales and mid-sales(一) 客服口径CS entrance接听电话，记录内容，并分发。Receive calls, record content and distribute data.1. 客服直接回复An immediate response from CS2. 客服间接回复，分发到相关部门High level response from relevant departmentsn Marketingn R&Dn IT(二) 追踪记录Tracking service1. PROJECT：Customer questions/Support results/Support team report2. 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.(三) 电子存档（动态记录）Electronic filing (dynamic track)1. 售前记录档案Pre-sales recorded file2. 与客户沟通记录档案Communication with customers recorded files三、 客服售后流程Workflow for after-sales(一) 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).1. 客服直接回复An immediate response from CS2. 客服间接回复，分发到相关部门High level response from relevant departmentsn TESTn ITn R&D(二) 追踪记录Tracking service1. PROJECT：Customer questions/Support results/Support team report2. 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.(三) 电子存档（动态记录）Electronic filing (dynamic track