頁籤選單縮合
題名 | 客服中心之規劃與建置=Establishment of a Highly Efficient Taipei Metro Call Center |
---|---|
作者 | 賀慶華; Heh, Robert; |
期刊 | 軌道經營與管理 |
出版日期 | 20071200 |
卷期 | 2 2007.12[民96.12] |
頁次 | 頁89-104 |
分類號 | 496.7 |
語文 | chi |
關鍵詞 | 臺北捷運; 客服中心; 客服人員; 旅客意見; 24小時; Taipei metro; Call center; Customer service agent; Passenger's complaints and suggestions; 24-Hour; |
中文摘要 | 在現今企業高度競爭的時代,「以客為尊」或「顧客導向」的服務理念儼然已成為企業經營管理的主流,而電話客服中心(Call Center)也被定位為各大企業的銷售及服務尖兵,且認定為最能反映企業文化及形象的具體塑造者,也因為如此,臺北大眾捷運股份有限公司於2004 年7 月29 日設置此一客服中心,提供臺北都會地區捷運旅客全年無休的電話諮詢服務。 臺北捷運客服中心主要係依據『魅力客服』、『品質客服』及『科技客服』三大主軸進行規劃與建置,此即代表著客服中心的人力資源、品質流程及資訊設備,三者環環相扣、相輔相成,造就了一個堅實的話務團隊,並且在捷運系統中扮演著第一手資訊傳遞的角色,「218-12345」服務專線話務人員全年無休仔細傾聽每位旅客的心聲,瞭解其訴求並即時向旅客說明回覆,構建起臺北捷運與民眾之間的最佳橋樑。 |
英文摘要 | In this highly competitive era, the concept of "Customer First" has become the mainstream of business administration. Call centers have become the best representative of corporate culture and image. Therefore, Taipei Metro established a 24-hour call center on July 29, 2004, in order to provide passengers with immediate phone consultation services. The establishment of the Taipei Metro call center consists of three principles: human resource, standard process and hi-tech equipment. A strong call center team based on these three principles is always ready to serve customers. "218-12345" is the number of the Taipei Metro call center. Its customer service agents are always patiently answering customer's questions; they are a bridge that shortens the distant between Taipei Metro and its customers. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。