Ukwazisa: Ibhayisekile Esisithuthi Esiphicotha Ubomi

Oorhulumente bakhona ukuze bancede abantu babo, kwaye umsebenzi ongundoqo waloo nkonzo uphendula abami ukubuza. Umbuzo ngamnye omalunga nemvume, nasiphi na isikhalazo ngemngxuma, kwaye isicelo ngasinye seenkonzo zentlalo simela indawo enzima phakathi korhulumente nomntu ngamnye. Indlela ezi mibuzo ezisingathwa ngayo zinempembelelo engqalileyo ekuthembekeni kwabantu kunye nokuphumelela kukarhulumente. Eli nqaku linikela ushwankathelo olucacileyo, olucacileyo lolwimi olucacileyo ngendlela abameli bakarhulumente bale mihla abalawula ngayo esi sivalo, esiphezulu esinembopheleleko. Ukusukela kwixesha ummi ufikelela kwisigqibo sokugqibela nohlalutyo logcino-lwazi, siza kuvavanya iinkqubo, iinkqubo, iinkqubo, kunye noqheliso olungcono oluchaza ukuphumelela kolawulo olufuna ukuphanda kwabami.

IFomu yePhondo: Ukufumana iLilizwi loMmi

Uhambo lomntu obuzayo luqala ngokudibana naye. Oku kuqale kubonakale kubaluleke. Ukudimazeka okanye ukudideka kokutya kunokuphelisa ukuthembana ngaphambi kokuba umsebenzi uqalise. Inkqubo esebenzayo yenza kube lula kangangoko kunokwenzeka ukuba abemi babuze imibuzo yabo okanye bachaze imibandela yabo.

Iimasti zokuthatha iziqhagamshelanisi ezininzi

Abami banezinto ezikhethekayo, ubuchule, kunye nomgangatho wokufikelela kubugcisa. Urhulumente wale mihla kufuneka ahlangabezene nabo apho bakuyo. Oku kufuna indlela eqinileyo yokusebenzisa izixhobo ezininzi eziquka:

  • Iinkqubo ze-PHT: Eqhelekileyo amaziko okufownela ahlala engowona mjelo ulawulayo. Iinkqubo ze-interteractive Voice Resource (IVR) zinganceda indlela yomendo ecacileyo ukuya kwi-arhente ephilayo ibalulekile kwimibandela entsokothileyo okanye evakalayo.
  • [[UMTL:0] Iifomu zeWeb ezikwizibuko kunye ne-Online: iifomu ze-intanethi zisebenza kakuhle kakhulu kubemi nakwizibonelelo. Zingakhokela umsebenzisi ukunikezela lonke ulwazi olufunekayo ngaphambili, ucutha imfuneko yemibuzo elandelwayo kunye nee-imeyili zangasemva.
  • Iposi: Ngelixesha i email ikhona, ingaphazamisa ukuba ayilawulwa kakuhle. Iibhokisi ezinikezelweyo ezineempendulo ezizenzekelayo kunye nokulandelelana kwamatikiti ziyimfuneko esisiseko yophatho lobuchule.
  • KwieNkonzo zePerson: kwabaninzi, ukuthetha ubuso nobuso nommeli karhulumente yeyona ndlela ithembekileyo yokusombulula umba. IiKiosk, amaziko enkonzo eselula, kunye neebhanki ezisekelwe kwi-screens zidlala indima engundoqo ekudlulisweni kwenkonzo elinganayo.
  • I-Secrial Media: Abami ngoku basebenzisa amaqonga afana ne-Twitter (X) kunye ne Facebook ukuvakalisa izikhalazo okanye ukubuza imibuzo. Urhulumente othembekileyo uneqhinga elicacileyo lokuphulaphula intlalo kunye nempendulo ukuvuma nokuthumela le mibuzo kumajelo asemthethweni.

Izaziso kunye nokuHlaliswa

Xa uphando lufunyenwe, inyathelo lokuqala elibalulekileyo liyivunywa. Impendulo ekhawulezileyo, ezenzekelayo, enenani eliqulathe umkhondo omnye inika ummi ngoxolo lwengqondo kunye nencopho yokubhekisa. Uphando ngoko lungena kwisigaba se triage. Apha, inkqubo mayisifake isicelo ngokuchanekileyo (umz., "Public Works – Street Light Ovage – 123 Main St."). I-triage iqinisekisa ukuba isicelo sikhutshelwa kwisebe elilungileyo okanye kwiqonga lokulungisa, ukumisela iqonga logqibo lwesigqibo esinempumelelo.

I Faces Eqhubekekayo: Igumbi le-injini lesigqibo

Ngophando olungenayo nolufakweyo, umsebenzi wophando nokuphendula uqala. Eli ligumbi le-injini lenkqubo yonke, lixhomekeke kakhulu kwiinkqubo ezisesikweni zokusebenza, ubugcisa, kunye nabasebenzi abaqeqeshiweyo.

Ukufakela umsebenzi neenkqubo zolawulo loonobumba

Imihla yokufumana ummi izicelo kwi-logs okanye icandelo lolwaleko oluhluliweyo iyaphela. Ezi nkqubo zinikezela ngemvelaphi yenyaniso enye kwintsebenziswano nganye. Kumgangatho, ifayile idalwa ukuba igcine zonke iingxoxo, iimbambo, iiphetshana, kunye nembali eninzi yemisebenzi ethatyathweyo. Oku kuthintela ukuba uphando oluphakathi luwe kwimingxube kwaye kuvumela nawuphi na umenzi ogunyazisiweyo ukuba athathe ityala kwaye aqonde umongo wayo uphelele ngaphandle kokucela ukuba ummi aphinde aphinde azenze.

Ulawulo lolwazi nophando

Xa ityala livulekile, umchazi ufuna ukufikelela kulwazi oluchanileyo nolukhoyo ukwenza impendulo. Oku kulapho ulwazi oluqinileyo lwangaphakathi [[FLT: 0] lusisiseko solwazi luba yinto ebalulekileyo. Kunokuthembela kulwazi lwesizwe okanye ukuphengulula kwiikhatheminali zefayile eziphelelwe lixesha, abasebenzi bangakhawuleza babuze ugcino-lwazi lwemigaqo-nkqubo, iinkqubo, izicwangciso, kwaye babuze rhoqo. Ulwazi oluququlethweyo luqinisekisa ukungaguquguquki nocoseleki kulo lonke intlangano. Umzekelo, ukusingatha umbuzo malunga nelayiselo lwentengiso kungayitsala ngokukhawuleza intlawulo olutsha kunye noluhlu lomsebenzi, ukuqinisekisa ummi wabemi ukuba bafumana inkcazelo echanileyo abayidingayo.

Ulwahlulo Nendlela Yolwahlulo

Umbuzo omninzi wommi ulula kwaye ungasombululwa ngummeli omnye. Eminye intsonkothileyo kwaye ifuna unxibelelwano kumaziko amaninzi okanye ubuchule obuthile. Umbuzo obalulekileyo ungafuna igalelo kwiSebe lokuCwangcisa, iSebe loMgaqo-siseko, kunye neMisebenzi yoLuntu. Inkqubo esebenzayo iquka iindlela zonikezelo ezicacileyo nezixhobo ezibhaliweyo ukwenzela intsebenziswano yangaphakathi. Ii-arhente zingahlula iingosi ezisezantsi, zabelana amanqaku, kwaye zicebise isicelo sabaphathi okanye iingcali ezinolwazi ngaphandle kokuphulukana nomzila wengxelo yetyala yemali. Le ntshukumo ihamba kakuhle ukwenzela ukusombulula iimeko ezintlungelayo.

Ukusabela: Ukukhanya Nolungelelwano

Umgangatho wempendulo ngumqondiso obonakalayo wobuchule bukarhulumente. Impendulo engacacanga, esemva okanye engahloneli ingonakalisa ulwalamano olungenakulungiseka. Ngokuchaseneyo, impendulo ecacileyo nefike ngexesha ibangela ukuthembana okukhulu.

Ukubhala Ngolwimi Olucacileyo

Unxibelelwano lukarhulumente lunedume lokuzaliswa ngolwimi olucacileyo, lomthetho, kunye nezivakalisi ezintsonkothileyo. Oku ngumqobo obalulekileyo ekuqondeni ummi. Ukwamkela ulwimi oluplainkileyo umgangatho wolwimi luqheliselo olulunge ngakumbi kuzo zonke iimpendulo. Isiphakathi solwimi olucacileyo kukubhalela umfundi. Sebenzisa izivakalisi ezilula, ezithe ngqo. Sebenzisa ilizwi elisebenzayo (umz., "Siza kuqhuba isicelo sakho..." endaweni yo"isicelo sakho siyakwenziwa siphuculwe..."). Lungisa ulwazi ukuphendula ngqo umbuzo wommi, ngoko kunikela umongo. Ukuphendula okuqondwa lula komfundi.

Ukunamathela kwizivumelwano zomgangatho wenkonzo (SL)

I-SLA luzibopho olusemthethweni oluyi-SLA luzibonelelo olulungiselelwe yinkampani ukuphendula kwisakhelo esithile sexesha. Umzekelo, "isicelo sempompo" singaba nempendulo yeeyure ezingama-24 ze-SLA, ngelixa "isicelo sereplace" sinokuba nomda osemthethweni weentsuku ezilishumi zoshishino. Ukumisela, nokushicilela, nokulandelela i-SL njengoko kungundoqo ekuphenduleni ityala. Izicelo zifanele ukwazi xa zinokulindela ukuva emva. Ukunamathela kwezi zenzo zomqondiso zokuba urhulumente uthembekile kwaye uthatha iimbopheleleko zakhe ngokungathi zinzulu. Xa ukulibala, unxibelelwano olusebenzayo lubalulekile. Ukuchaza, "Isicelo sakho sibona ukuba lilibazisa ngokungalindelekilengazenzi; silindele ukuphendula kwakho ngeyure ezingama- 72," sinokulondoloza ukuthemba naxa izinto ezingalunganga.

Ukusingatha Iimeko Ezinokuchaphazeleka Okanye Ezicetyiweyo

Asizizo zonke iimibuzo eziqhelekileyo. Ezinye zibandakanya iimvakalelo eziphezulu, izisongelo kukhuseleko lukawonke-wonke, okanye kwimicimbi yobuqu enzulu. Abasingathi bamele baphathe ezi meko bafuna uqeqesho olukhethekileyo ekususeni ityala, uvelwano, kunye nonxibelelwano olululo oluxhomisiweyo. Injongo kukuthetha ngengxaki ngeli xesha usoloko usebenza ngobuchule nangovelwano. Iinkqubo ezicacileyo zokukhokela ukhuseleko kwiinkonzo zongxamiseko ezifanelekileyo (umz. 911) nazo ziyabaluleka. Kule ngxoxo ingxhulumano, ukuphendula kukarhulumente kusenokuthomalalisa imeko okanye kuyenze ibe mbi ngokuphawulekayo.

Ulungiso lokulandelela nohlalutyo: Ukuvala iseti yeengxelo

Incoko ayipheli ncam xa kuthunyelwa impendulo. Abaphathi bophendlo abasebenzayo baquka ukulandelela ngokunamandla kunye nohlalutyo oluguqula intsebenziswano yomntu ngamnye ibe bubulumko bentlangano.

Ulwaneliseko Nesiqinisekiso Esifanelekileyo Sommi

Iinkqubo ezininzi zivala ityala ngokubuza ummi umbuzo olula: "Ngaba ixanduva yakho isombululwe? okanye "Ngaba le mpendulo iluncedo?" Le mpendulo iluncedo. Ivumela abameli ukuba balandele iziphumo zolwaneliseko, bachaze abasebenzi okanye iinkqubo zempumelelo, babhiyozele impumelelo. Inkqubo yoqinisekiso olucwangcisiweyo, apho abalawuli besoloko behlola umlinganiselo wamatyala avaliweyo wokuchanaba, ukucacisa, nokunamathela kwi-SLA, inceda ngakumbi ekulondolozeni imilinganiselo ephezulu.

Uhlalutyo logcino-lwazi norhulumente osebenzayo

Uphando ngalunye luyincopho yogcino-lwazi. Xa luhlalutyo kwincam yogcino-lwazi, la manqaku ogcino-lwazi aba sisixhobo esinamandla. Ingaba ama-40% ale veki athetha ngenkqubo entsha edidayo yokuphinda iguqulwe kwakhona? Oku kubonisa ukuba kufuneka iphulo lonxibelelwano olungcono lukawonke-wonke. Ingaba kukho isikhonkwane sempompo kwizikhalazo zomngxuma kwindawo ethile engqongileyo? Oku kungabonisa ukuvuza kwamanzi okanye enye ingxaki efuna uphando olukhawulezileyo. Ngokuhlolisisa uphando, oorhulumente bangatshintsha ekubeni ngaba liphucuthe [ukulindela iingxaki ezimele zichazwe ukuba zichazwe [FLT]] [FLT] [injini:] [iiiiiiingxaki esebenzayo [[FLT]] [injini:3] [iiiiiiiiiii]] (ixa]]] iziphumo ezitshintshayo zodidi lolawulo lwabantu.

Iingxaki Eziqhelekileyo Kulawulo Lokuncitshiswa

Kwanaxa kukho eyona njongo ifanelekileyo, oorhulumente bajamelana nocelomngeni oluzingisileyo ekulawuleni abami belizwe ekubuzeni. Ukuqonda le miqobo linyathelo lokuqala lokuyoyisa.

Ubukhulu obuphezulu kunye nodsimpuluko lwezibonelelo

Ukusetyenziswa kweenkqubo zokuphanda zikarhulumente kusenokuba kukhulu, ingakumbi ngexesha leentlekele zemvelo, iintlekele zokonzakalisa impilo kawonke-wonke, okanye iinkqubo ezintsha eziluncedo. Ukungahlawulwa koqingqo-mali kunye neqela elisikelwe umda labasebenzi abaqeqeshiweyo kuthetha ukuba abameli banyanzeleka ukuba benze okungakumbi ngemincinane. Oku kunokukhokelela ekudimazekeni phakathi kwabasebenzi kwaye kulinde amaxesha amade kubemi. Ukuzilungiselela kuqala nokuphumelela kwezixhobo zokwethutha ubuqu kungundoqo wokulawula le ngcinezelo.

Ugcino-lwazi olusinge kunye neenkqubo eziqhekekileyo

Isithintelo esikhulu kwinkonzo engenamthungo yingxaki yogcino-lwazi isilos. Ummi usenokuba kwenye isiseko sedata yemali yabo, enye yerhafu yempahla, kunye neyesithathu yemvume yokwakha. Xa ezi nkqubo zingathethisani omnye nomnye, ummeli oncedisa ekubuzeni jikelele usenokuba akanalo ingcamango yokuba ummi sele edibene namanye amasebe kumbandela onxulumeneyo. Le mikhosi yokwahlukana inyanzelo yabemi ukuba baphinde ibali labo kubo bonke abantu abatsha abathetha nabo, abangomthombo oyintloko wonxunguphalo. Ukudibaniselana kwezi nkqubo okanye ukwenza iqonga elidityanisiweyo le CRM ingumba ebaluleke kodwa iyimfuneko.

Ukuzimela, Unqabiseko Nokhuphiswano Olusemthethweni

Ukusingatha uphando lommi kusoloko kubandakanya ukuqhubana nenkcazelo yobuqu echukumiseke kakhulu. Oku kuquka iidilesi, ugcino-lwazi lwemali, ulwazi lwezempilo, kunye nokungaphezulu. Ii-ofisi zinembopheleleko esemthethweni neyokuziphatha ukukhusela le nkcazelo ekuchaneni nasekusetyenzisweni kakubi. Ngaphezu koko, imithetho efana neFreedom of Information Act (FOIA) ifuna ukuba iingxelo zikarhulumente, kuquka ii-atlog ezininzi kunye neempendulo, zifikeleleke kubantu xa becela. Ukulinganisa imfuneko yokuvula, urhulumente ocace gca nemfuneko yokukhusela imfihlo yomntu ngamnye kusoloko kungucelomngeni.

Ukulingana Nokwahlula Amanani

Ukunyanzelisa iinkonzo kwi-intanethi kuphucula ukusebenza kakuhle kwabaninzi, kodwa kungasusa abo bangakhange bafumane i-intanethi, ubuchule bokufunda amanani, okanye ubuchule bolwimi olulawulayo. Ukuxhomekeka okugqithisileyo kwimijelo yamanani kwenza ulwahlulo oludityanisiweyo [ oluqinisa ubuchule bokusebenza obukhoyo. Inkqubo yolawulo olufanelekileyo kufuneka igcine imizila eqinileyo engadibaniyo (enye neyokusetyenziswa kwe-person) ukwenzela abo bayifunayo kwaye banikele iinkonzo zoncedo ukuqinisekisa ukuba bonke abami, kungakhathaliseki ukuba bangasemva, bangafikelela kwiinkonzo zikarhulumente.

Uqheliselo olulunge kakhulu lwenkqubo engcono

Xa kuqwalaselwa olu celomngeni, injani inkqubo yodidi lommi ekhangeleka injani? Ngelixesha urhulumente ngamnye ehlukile, uninzi lwezona ndlela ziphumelelayo zabelana ngemigaqo efanayo.

Ingeniso kwiPlatform eManyeneyo (CRM)

Eyona nto inokuba nempembelelo enkulu urhulumente anokuyenza kukulawulwa kobuhlobo bomntu okuziimeko zale mihla, okulungelelanisiweyo (CRM) okanye iqonga labalawuli bomatyala. Le nkqubo kufuneka yenziwe ukuba ibe ngumthombo omnye wenyaniso kuko konke ukudibana kwabemi, idityaniswe nezinye iisiseko zedata ezisemva ukunikezela ngabameli abanembono emalunga nama-360 embono yolwalamano lommi norhulumente.

Nika Ekunokukhethwa Kuko Okunamandla

Ipesenti ebalulekileyo yemibuzo yommi yemibuzo yile ``Iiyure zakho'?', "Iyintoni suku lwakho lokulayisha inkunkuma?" "Ndiyihlawula njani itikiti lokupaka?" Le mibuzo ingasingathwa kakuhle nge [[FLT: 0] ngokwayo] i-inkonzo. I-FLT''. Iphepha le-FAQ elilungiselelweyo, ulwazi olusemgangathweni, kunye "isicelo sakho" sinika abemi abakwaziyo ukufumana iimpendulo ngexesha labo, ngaphandle kokuba bathathe ucingo. Le minxeba ikhululekileyo idiza kuqwalasela kwimeko ezintsonkothileyo, ezingezo ze-odologule, ezifuna ngokwenene ulwazi.

Qeqesha iStaff ku-Empathy neNkxaso- Ukucombulula

Ubuchule bobugcisa abwanele. Abasebenzi kufuneka baqeqeshelwe ukuphulaphula ngokusebenzayo, ukutshintsha intsingiselo, ulwazelelelo, kunye nokulungisa ingxaki. Kufuneka banikwe amandla ukuze bafumane impendulo elungileyo, nokuba ibandakanya intsebenziswano namanye amasebe. Impendulo ebhalwe ngobuchule, e-bhureaucratic ayiyi kwanenza ummi ngenkxalabo esemthethweni. Inkcubeko enikwe amandla okujika, apho usukelo lwento ekwaziyo lukuyo [ inceda ummi [ (hayivale nje itikiti)], yenza umahluko omkhulu.

Yamkela Imbonakalo Nenkcazelo Evulekileyo

Kupapashwa ugcino-lwazi oluphando ngemiqulu, amaxesha okuphendula, kunye nohlobo lwenkupho eqhelekileyo kwibhodi kawonke-wonke kusisenzo esinamandla sokubonisa ukukhanya. Kuvumela abemi ukuba babone indlela urhulumente wabo awenza ngayo kwaye bagcine iinkokeli zinokuphendula. Le nkcazelo ikwanokuba luncedo nakwiintatheli, abaphandi, kunye neengcali zezobugcisa ezingayisebenzisa ukuncedisa ekulawuleni ngcono. Iimpawu zenkqubo ezibonisa ngokucacileyo ukuba urhulumente akananto yakuzifihla kwaye uzimisele ukuphucula ngokuqhubekayo.

Isiphelo: Ukwakha Ukuthemba Umntu Othile Ngaxesha Linye

Ukuphatha uphando lommi kungaphezulu kakhulu kunomsebenzi ongowobunyani. Yinkqubo ephambili yedemokhrasi. Yinkqubo apho ingcamango engacacanga ye "Rhulumane" iba yinto ephathekayo, amava emihla ngemihla ezigidi zabantu. Nokuba intsebenziswano sisicelo esilula solwazi okanye intsonkothile, uphando lwetyala elintsonkothileyo, indlela ephathwa ngayo imo ye-odoli yoluvo lukawonke-wonke. Ngokufaka umgangatho ofanelekileyo, abasebenzi baqeqeshela ngokunempumelelo, ukwamkela imilinganiselo ecacileyo yolwimi, kunye nokuphucula impucuko eqhubekayo, oorhulumente banokuguqula inkqubo yophandolo lwendlela yophando olunamandla lwe-injini yokuthemba kunye nolawulo olulungileyo. Umbuzo ngamnye uphendule ngempumelelo nangentlonelo linyathelo elincinane kulwazi olunamandla, oluyanentyo.