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——“”ElizabethLeeOperationDirectorE-mail:elizal@aoyou.com2WhoamI?ElizabethLee¾¾MBA¾¾COPC¾¾CCIDIDGTOMFESCO06CustomerWinback--Howtorecapturethelostcustomers063Content1AboutCCIT2CCmanagementproblems3MySolutions4Q&A4CCITCYTSCendantInternationalTravelCo.,Ltd5Background¾“”“”CendantTDS20048¾14¾¾¾•••6¾500¾¾220¾90,0001007Travel3Cendant’sBusinessesbyDivisionTravelContentTravelDistributionRealEstateTravel8¾¾“50”¾¾9About¾¾¾¾“”“”“”“”10:WhyCallCenterismytroubleCenter?IhaveboughtthebestdevicesIinviteyou,theablemanagerIgiveyoutwoyearsBoss:Whyyoudon’tknowmyheartBoss:Whyyoualwaysbringmetrouble?•Departmentconflict•StaffChurn•Increasinghighcost•ContinuousCustomer’sComplain•Lowefficiency•……14Q2You:CallCenter,whyalwaysmakemebundled?WhymybossissosolidWhythereisnoappropriatepeopletohelpme?Whyothermanagerdon’tcooperatewithme?Whysomanyunpredictedthingshappy?WhydoIfeelsotired?…….Whycan’tIrantheCallCenterlikea“FiveStarHotel”?Whycan’tIrantheCallCenterlikea“FiveStarHotel”?15Q3CallCenterStaffWhydoIselectthewrongindustry?WhyImnotproudofmyworkWhyIhavenopassionWhyotherslookdownuponmydepartmentWhyitismewhoundertakecustomer’scomplain?WhyIwronglyselectmyfirstjob?…….16Content1AboutCCIT2CCmanagementProblems3MySolutions4Q&A17Why??18S1Checkyourself¾Whatisyourrole?vs.¾Areyouqualified?vs.¾Doyouunderstandyourboss?¾Doyouknowyourcustomers?¾Whyareyousittingheretoday?192021PlatformFivePractices(ICEEM)•Inspireasharedvision•Challengetheprocess•Enableotherstoact•Encouragetheheart•Modeltheway22Platform:The“PositiveSide”ofHumanNature:CompanyFirstCompanyFirstOpen-mindedCollaborativeCompetentFar-sightedLoyal23“TheolderIget,themoreIrealizeIdon’tknow.”“ThemoreIlearnabouttheCallCenters,themoreIrealizeIdon’tknow.”24S2¾Remember¾¾¾e.g.30S¾M*M*M++25TheKeytoSuccessIstoDirectPeople’sFocus26S3¾“+”¾¾¾¾————¾¾27(CustomerValueProposition)//ValuePropositionCustomer=TargetMarketSegmentCustomer+Product+Application=ValuePropositionValueProposition=SomethingYouCanSell!:,,!!!,!!!!!28S4¾——¾——¾——¾——29¾“”30¾¾¾¾31CSR5¾¾……)¾¾?......)¾¾WordExcelUK(N)(E)(O)(A)(C)¾¾……)¾¾……32STARSTARSituation——Task——Action——Result——12333S4¾——¾——¾——¾——34•+••••++••35S4¾——¾——¾——¾——36vs.“2004124”37Viewpoints¾82%¾100%550GE102.621-2,384Steps¾¾¾¾¾395WH1H—Why—What—whom;—When—WhereHow4041¾¾9999999942¾——¾——¾——¾——S443¾¾¾44“”45•,•••,•,,46••••47Review123448Content1AboutCCIT2CCmanagementproblems3MySolutions4Q&A4950
本文标题:高效运营管理实践分享
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