中国各大银行客服水平仍旧令人不满
The client service of major banks in China did not satisfy the clients
The client service of major banks in China did not satisfy the clients
发布于2011-10-21 18:20 | 次阅读
Released on 2011-10-21 18:20 | readings
Released on 2011-10-21 18:20 | readings
据《经济观察网》1月5日报道，根据中国客服委对各大银行的综合业务热线（不包括信用卡热线）进行的调查，各银行热线现在仍旧存在四大问题：
一是近四成银行人工接通率低于行业平均值。
二是客户在线等待时间太长。
三是服务态度改善明显但礼貌用语尚需加强。
四是过半银行业务解答正确率不理想。据客服委透露，本次调查使用的是统一的问卷，即在同一尺度下，有50%以上的银行没有达到行业的平均水平，作为各银行对外服务的重要窗口，这种服务水平很难让客户满意。
According to the report of economy review on January 6, under the investigation of Integrated Services Hotline (excluding the credit card hotline) of the major banks in China, there are four big problems in the bank hotline:
The first one is that the artificial termination rates are below the industry average in almost 40% of these banks.
The second problem is that the clients must wait for long time in most of these hotlines.
The third one is that although the service attitude was improved significantly, the polite expressions need to be strengthened.
The last one is that the solutions provided to clients are not accurate in almost half of the bank hotlines.
According to the Customer Service Committee, they used the same Questionnaire for the investigation, which means that all these banks are reviewed under the same measure; nearly 50% of the banks did not reach the industry average. As an important window of client service for banks, these hotlines did not satisfy the clients with this kind of service.
据《经济观察网》1月5日报道，根据中国客服委对各大银行的综合业务热线（不包括信用卡热线）进行的调查，各银行热线现在仍旧存在四大问题：
一是近四成银行人工接通率低于行业平均值。
二是客户在线等待时间太长。
三是服务态度改善明显但礼貌用语尚需加强。
四是过半银行业务解答正确率不理想。据客服委透露，本次调查使用的是统一的问卷，即在同一尺度下，有50%以上的银行没有达到行业的平均水平，作为各银行对外服务的重要窗口，这种服务水平很难让客户满意。
According to the report of economy review on January 6, under the investigation of Integrated Services Hotline (excluding the credit card hotline) of the major banks in China, there are four big problems in the bank hotline:
The first one is that the artificial termination rates are below the industry average in almost 40% of these banks.
The second problem is that the clients must wait for long time in most of these hotlines.
The third one is that although the service attitude was improved significantly, the polite expressions need to be strengthened.
The last one is that the solutions provided to clients are not accurate in almost half of the bank hotlines.
According to the Customer Service Committee, they used the same Questionnaire for the investigation, which means that all these banks are reviewed under the same measure; nearly 50% of the banks did not reach the industry average. As an important window of client service for banks, these hotlines did not satisfy the clients with this kind of service.
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