1 Lucent Technologies Market Leadership Through Customer Service Excellence: 通过优异的用户服务确立市场领导地位 Lucent Technologies Call Center Solutions 朗讯科技呼叫中心解决方案 Sunny Shen Call Center Sales Manager Lucent Technologies 86-20-8331-1600 ext. 176 2 Lucent Technologies Today 抯 Service Landscape 现代的服务环境 New breed of customer service providers (新型的客户服务提供商) ? Customers have more choices than ever (客户与以往任何时候相比有更多选择) ? Customers now more demanding (客户有更多需求) ? Satisfied customers are vulnerable (客户更不容易满足) ? Competitors appear within the time it takes to create a Web page (竞争者的出现只需在因特网上建一个网页的时间) 3 Lucent Technologies Startling Service Statistics 惊人的服务统计 Source: Beyond Customer Service , R. Gerson ? Only 4% of plain - 91% just go away (仅 4% 的客户抱怨竟然会直接使 91% 的客户失去) ? For plaint there are 26 customers with the same problem (6 are serious) (每个抱怨会带来 26个客户对同样问题的抱怨(其中 6个会当真)) ? 54% - 70% of customers plain will do business with you again if complaint is resolved (如果抱怨的问题得到解决 54%~70% 的客户还会回来) ? 95% will do business with you again plaint is resolved quickly and to their satisfaction (如果抱怨很快解决而且满意, 95% 的客户会回来) ? 1 dissatisfied customer tells 10 people -- 13% of dissatisfied customers will tell 20 other people (一个不满的客户会告诉 10个人, 13% 的不满客户会告诉另外的 20个人) ? Satisfied customers tell 3 - 5 people (满意的客户会告诉 3~5个人) 4 Lucent Technologies Source: Beyond Customer Service , R. Gerson Startling Service Statistics (惊人的服务统计) ? Service quality and customer satisfaction can lead to a 6% gain in market share (服务质量和客户的满意可以提高 6% 的市场占有率) ? Customers stop doing business with you because (客户会因为以下原因停止交易) :– 1% Die (死亡 1%) – 3% Move away (迁移 3%) – 5% Develop other business relationships (发展其他业务联系 5%) – 9% Begin doing business petitors (同你的竞争对手交易 9%) – 14% Are dissatisfied with the product or service (对产品或者服务不满) – 68% are upset with the treatment received (对受到的对待不满 68%) 6 Lucent Technologies Why A Call Center ? (为什么使用呼叫中心)
