| 航空公司呼叫中心主要存在问题和解决措施 |
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| 引用本文： | 赵剑凌,汪瑾.航空公司呼叫中心主要存在问题和解决措施[J].中国民航学院学报,2006,24(2):37-40. |
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| 作者姓名： | 赵剑凌 汪瑾 |
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| 作者单位： | [1]中国民用航空学院管理学院,天津300300 [2]中国民用航空学院人文社会科学学院,天津300300 |
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| 基金项目： | 中国民用航空总局科研项目 |
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| 摘 要： | 通过对3家航空公司呼叫中心的调查，找出呼叫中心存在的主要问题。分析通过对客户服务代表的培训辅导，完善呼叫中心服务系统，提出运用多种通讯方式等有效措施解决问题。
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| 关 键 词： | 呼叫中心 客户服务代表 客户满意度 |
| 文章编号： | 1001-5000(2006)02-0037-04 |
| 收稿时间： | 2005-07-12 |
| 修稿时间： | 2005-12-12 |
Main Problems Existing in Call Center of Airlines and How to Solve Them |
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| ZHAO Jian-ling,WANG Jin.Main Problems Existing in Call Center of Airlines and How to Solve Them[J].Journal of Civil Aviation University of China,2006,24(2):37-40. |
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| Authors: | ZHAO Jian-ling WANG Jin |
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| Institution: | 1 .Management College, CAUC, Tianjin 300300, China; 2.College of Humanities and Social Sciences,CAUC,Tianjin 300300,China |
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| Abstract: | Throngh investigation of the call centers of three airlines in Beijing,main problems were found concerning call centers of airlines. In order to solve these problems,several measures are systematically analyzed in the paper, such as the training and tutorship of client service represntative,the improvement of call center service systems and the adoption of some kinds of communication mode. |
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| Keywords: | call center client service representative client satisfaction degree |
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