Nonsense Customer Service staff

The customer service personnel do not have a position in the re-development system. Many departments have requirements, such as primary design, R & D, and testing, but certainly do not have customer service personnel. Even a customer service engineer may not have a role. The role played by a customer service personnel may be very important. He cannot simply repeat the text on the product help, but also has some important things to wait for them to do. It's not just "Kiss, this doesn't support it", "kiss, please try again .", "Kiss ..."

 

The customer service personnel need to record the customer's real needs and real bugs. The requirement is to implement the next version, while the bugs ensures that the next version will not appear.

Many bugs appear in one version of the product. They appear again in the next version and are not eliminated until many versions are retained. One is because the person doing product R & D is not responsible for product maintenance. As a result, this bug has never been reported to the R & D personnel, so it has been retained. It is also possible that the bug was bypassed by the implementer and solved by other means, but it was a little difficult. There are also some of the awkwardness of the product. It may be difficult to say a bug. It can only be a flaw, but it is also pushed out by the maintenance department. The customer can only make use of it together. Theoretically, all these should be solved and handled by the R & D department, and will be processed in the next version.

The customer has diverse requirements because the customer service personnel are not set up in the Department, so these requirements may not be forwarded to the R & D department. Because the function is very small, it is very broken. There is also a lot of demand that is directly pushed by the R & D department to the maintenance department for processing, and the maintenance department to the secondary developers. These requirements are not included in the R & D system. Demand personnel may not be able to collect these needs each time they go out for interviews, so that the real customer needs are ignored. If the department has customer service personnel, collect and analyze these requirements, sort them out, and report them to the demand personnel. If they are eventually reflected in the R & D products, the product satisfaction will be gradually improved, comfort and matching degree.

What is the role of the customer service personnel? Their role can reflect how much, while the greater the responsibility, the importance of customer service staff will also increase, so the satisfaction level may also gradually increase. Customer service personnel, a light and heavy role.