{"id":36688,"date":"2019-10-31T22:13:11","date_gmt":"2019-10-31T19:13:11","guid":{"rendered":"https:\/\/prohoster.info\/blog\/bajki-servisnoj-sluzhby-neseryoznyj-post-o-seryoznoj-rabote\/"},"modified":"2019-10-31T22:13:11","modified_gmt":"2019-10-31T19:13:11","slug":"bajki-servisnoj-sluzhby-neseryoznyj-post-o-seryoznoj-rabote","status":"publish","type":"post","link":"https:\/\/prohoster.info\/ro\/blog\/administrirovanie\/bajki-servisnoj-sluzhby-neseryoznyj-post-o-seryoznoj-rabote","title":{"rendered":"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Inginerii de service \u00ee\u0219i desf\u0103\u0219oar\u0103 activitatea at\u00e2t \u00een sta\u021biile de lucru, c\u00e2t \u0219i \u00een cosmodroame, \u00een companii IT \u0219i fabrici auto, pe VAZ \u0219i la Space X, \u00een afaceri mici \u0219i \u00een gigan\u021bi interna\u021bionali. \u0218i to\u021bi, f\u0103r\u0103 excep\u021bie, au auzit c\u00e2ndva clasicul set de expresii despre \u201e\u00ee\u0219i face singur treaba\u201d, \u201eam \u00eenf\u0103\u0219urat cu band\u0103 izolatoare \u0219i a func\u021bionat, apoi a explodat\u201d, \u201enu am atins nimic\u201d, \u201enu am schimbat nimic\u201d etc. \u00cen lumea noastr\u0103 sunt multe legende, mituri, benzi desenate amuzante \u0219i pove\u0219ti triste. Am adunat cele mai interesante, le-am tradus pentru voi \u0219i am ad\u0103ugat c\u00e2teva paragrafe despre cel mai important lucru \u2014 cum s\u0103 faci ca activitatea serviciului de service s\u0103 fie cu adev\u0103rat fantastic\u0103. \u00cen general, sub acest articol e amuzant, dar nu doar pentru distrac\u021bie.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/hubex\/blog\/461797\/\"><img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/ffc95aef518949483c32e859e7055950.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>Inginerii de service au propriul lor nume \ud83d\ude42<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Ce nu \u00ee\u0219i doresc clien\u021bii?<\/h2>\n<p>\nDac\u0103 e\u0219ti o companie de service, ai suport tehnic, ai ingineri care rezolv\u0103 problemele din partea clientului, trebuie s\u0103 te g\u00e2nde\u0219ti \u00eenainte de toate la cum s\u0103 combati cele mai enervante factori pentru clien\u021bi. \u0218i nu este vorba doar de muzica vesel\u0103 pe care o ascult\u0103 clien\u021bii t\u0103i \u00een timp ce afl\u0103 c\u0103 apelul lor este important pentru tine.<\/p>\n<ul>\n<li>Vom \u00eencepe cu un r\u0103spuns lung din partea companiei. Tr\u0103im \u00een era tehnologiilor avansate IVR, a chatbot-urilor, a centrelor de apel \u00eenchiriate \u0219i a altor modalit\u0103\u021bi de a distra clientul \u00een cele 30 de secunde necesare inginerului pentru a vizualiza harta apelantului \u0219i a r\u0103spunde la apel. F\u0103r\u0103 glume, \u00een zilele noastre lumea este at\u00e2t de rapid\u0103, iar timpul este at\u00e2t de scurt, \u00eenc\u00e2t \u00een perioada de a\u0219teptare a r\u0103spunsului, clientul poate c\u0103uta site-ul \u0219i pre\u021bul concuren\u021bei \u0219i poate \u00eencepe s\u0103-i scrie \u00een chat \u2014 pur \u0219i simplu pentru c\u0103 este mai rapid. Nu fi\u021bi dial up, este groaznic. Reduce\u021bi timpul de r\u0103spuns la solicit\u0103rile clien\u021bilor pe orice canal la minimum, \u0219i clientul va fi cucerit.\n<\/li>\n<li>Neprofesionalismul este ceva ce nu ar trebui s\u0103 existe \u00een principiu, dar totu\u0219i apare. Dac\u0103 inginerul t\u0103u nu \u0219tie cum s\u0103 rezolve o problem\u0103, nu cunoa\u0219te echipamentul \u0219i nici m\u0103car nu face eforturi s\u0103 citeasc\u0103 instruc\u021biunile, acesta este un semn clar c\u0103 ar trebui s\u0103 nu mai fie inginerul t\u0103u. Orele \u0219i chiar minutele de nefunc\u021bionare a echipamentului clientului se traduc \u00een pierderi financiare, iar clientul nu ar trebui s\u0103 pl\u0103teasc\u0103 pentru angaja\u021bi neprofesioni\u0219ti din serviciul de suport. A\u0219a c\u0103 adun\u0103 o baz\u0103 de cuno\u0219tin\u021be, formeaz\u0103-\u021bi angaja\u021bii \u0219i adapteaz\u0103-i activ la noile condi\u021bii de lucru cu clien\u021bii. \u00cen caz contrar, po\u021bi avea probleme inclusiv cu un proces legal legat de \u00eenc\u0103lcarea termenilor contractuali.\n<\/li>\n<li>Sub nicio form\u0103 s\u0103 \u00een\u0219ela\u021bi clientul. Fii sincer \u00een leg\u0103tur\u0103 cu termenele, calitatea \u0219i plata lucr\u0103rilor. Nu \u00eencerca\u021bi s\u0103 v\u0103 ascunde\u021bi \u00een spatele circumstan\u021belor de for\u021b\u0103 major\u0103 sau a unor scuze de genul \u201efurnizorul nu a reu\u0219it s\u0103 livreze injectoarele\u201d.\u00a0\n<\/li>\n<li>Clientul nu tolereaz\u0103 o abordare de tip automat \u2014 va fi cel mai bine dac\u0103 pute\u021bi demonstra personalizare la 100%: adresarea pe nume (CRM), istoria rela\u021biilor (CRM), istoricul problemelor \u0219i incidentelor legate de obiect sau echipament, cu detalii maxime (<noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">pentru aceasta am creat platforma de management al serviciilor de \u00eentre\u021binere a echipamentelor HubEx<\/a><\/noindex>). Aten\u021bia acordat\u0103 clientului \u0219i men\u021binerea constant\u0103 a rela\u021biilor sunt o arm\u0103 fatal\u0103 \u00eempotriva concuren\u021bei.\n<\/li>\n<li>Inconstan\u021ba \u00een calitatea serviciului este un semn de probleme \u00een afacere, de la cele legate de personal p\u00e2n\u0103 la cele legate de resurse. Clientul nu va \u00een\u021belege dac\u0103 la prima vizit\u0103 serviciul dureaz\u0103 treizeci de minute, cu o calitate superioar\u0103, iar la urm\u0103toarele \u00eent\u00e2lniri vine un stagiar care se chinuie timp de o zi, f\u0103r\u0103 a termina nimic. O alt\u0103 gre\u0219eal\u0103: s\u0103 oferi\u021bi statut de client VIP, s\u0103 oferi\u021bi un serviciu prioritar, iar apoi s\u0103-l cobor\u00e2\u021bi la statutul de client obi\u0219nuit. Aminti\u021bi-v\u0103: statutul VIP, oferit gratuit, trebuie s\u0103 r\u0103m\u00e2n\u0103 astfel pe \u00eentreaga durat\u0103 a rela\u021biei clientului cu compania dumneavoastr\u0103. Nu sunte\u021bi preg\u0103ti\u021bi pentru asta? Ok, nu risipi\u021bi statuturile \u0219i face\u021bi serviciul prioritar pl\u0103tit. Cel pu\u021bin, asta este corect.\n<\/li>\n<li>Clientul nu tolereaz\u0103 ne\u00eencrederea \u00een el \u0219i \u00een angaja\u021bii s\u0103i. Dac\u0103 el v\u0103 semnaleaz\u0103 un incident, iar r\u0103spunsul dumneavoastr\u0103 este \u201eAsta nu se poate \u00eent\u00e2mpla!\u201d, arat\u0103 \u00eengrozitor \u2014 practic recunoa\u0219te\u021bi c\u0103 \u00eel considera\u021bi prost. Dac\u0103 aprecia\u021bi experien\u021ba dumneavoastr\u0103 \u0219i brandul, sunte\u021bi siguri de corectitudinea dumneavoastr\u0103, ie\u0219i\u021bi \/ conecta\u021bi-v\u0103 de la distan\u021b\u0103 \u0219i dovedi\u021bi corect \u0219i practic. Poate c\u0103, \u00een realitate, pompa automat\u0103 de benzin\u0103 de la sta\u021bia de carburant nu livreaz\u0103 suficient, dar nu din cauza set\u0103rilor dumneavoastr\u0103, ci datorit\u0103 talentului ingineresc\/hackerului angajatului de la benzin\u0103rie?\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Toate evenimentele nu sunt inventate, orice coincidences nu sunt \u00eent\u00e2mpl\u0103toare.<\/h2>\n<p>\nDesigur, c\u0103 topul situa\u021biilor nedorite de c\u0103tre clien\u021bi nu a ap\u0103rut pur \u0219i simplu \u2014 nemul\u021bumirea a ap\u0103rut \u00een diferite companii de-a lungul timpului, deoarece exist\u0103 probleme sistemice care se reg\u0103sesc \u00een \u00eentreaga lume. Nu \u00eent\u00e2mpl\u0103tor echipa noastr\u0103 a venit cu <noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">HubEx<\/a><\/noindex>, pentru a face \u00eentre\u021binerea echipamentelor convenabil\u0103 \u0219i transparent\u0103. Iat\u0103 ce poveste\u0219te un (!) singur angajat care a trecut la noi dintr-un serviciu de asisten\u021b\u0103.\u00a0<br \/>\n\u00a0<\/p>\n<blockquote><p><img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/a6e6cf9bc38b0aff368a89f211c7f33a.jpg\" style=\"display:block;margin: 0 auto;\" \/>Am avut ocazia s\u0103 lucrez \u00eentr-o companie unde nu exista un serviciu de asisten\u021b\u0103 organizat \u0219i am fost martor la probleme evidente.<br \/>\n\u00a0<\/p>\n<ol>\n<li>Pentru a \u00eenchide o cerere, tehnicienii de service erau nevoi\u021bi s\u0103 stea la telefon p\u00e2n\u0103 la 45 de minute, ceea ce ducea la pierderi de timp pentru angaja\u021bi, sc\u0103z\u00e2nd astfel eficien\u021ba \u00een \u00eendeplinirea cererilor \u0219i, ca urmare, un SLA sc\u0103zut \u0219i pierderi financiare.\n<\/li>\n<li>O cerere putea fi atribuit\u0103 din gre\u0219eal\u0103 unui specialist de service dintr-o alt\u0103 regiune, pentru o sta\u021bie de lucru cu un num\u0103r similar, ceea ce ducea la deplas\u0103ri inutile.\n<\/li>\n<li>O cerere putea fi atribuit\u0103 unui executor gre\u0219it, rezult\u00e2nd pierderi de timp alocat pentru \u00eendeplinirea cererii \u0219i, \u00een consecin\u021b\u0103, sanc\u021biuni de la Client.\n<\/li>\n<li>\u00a0Comunica\u021bia cu sta\u021bia de lucru se realiza prin intermediul dispeceratului, ceea ce cre\u0219tea costurile pentru serviciile acestuia.\n<\/li>\n<li>Nu era posibil\u0103 evaluarea real\u0103 a \u00eenc\u0103rc\u0103rii executan\u021bilor \u0219i, ca urmare, era necesar un personal excesiv.\n<\/li>\n<li>Cererea putea \u201edispare\u201d. O cerere era atribuit\u0103 unui executor, iar acesta o uita, rezult\u00e2nd fie pierderi de profit fie sanc\u021biuni pentru nerespectarea termenului de executare a cererii.\n<\/li>\n<li>Pierderea fi\u0219elor de service pentru cererile \u00eendeplinite. Specialistul de service putea s\u0103 nu aduc\u0103 fi\u0219a la birou, s\u0103 o piard\u0103, ceea ce f\u0103cea ca o parte din lucr\u0103ri s\u0103 nu fie facturat\u0103 Clientului, rezult\u00e2nd pierderi financiare.<\/li>\n<\/ol>\n<\/blockquote>\n<p>\nDup\u0103 cum vede\u021bi, acesta este experien\u021ba unei persoane, dar c\u00e2t\u0103 banalitate \u0219i c\u00e2te motive sup\u0103r\u0103toare pentru pierderi de profit exist\u0103. Totu\u0219i, o afacere f\u0103r\u0103 automatizarea adecvat\u0103 a proceselor de \u00eentre\u021binere a echipamentelor (at\u00e2t pentru clien\u021bi externi, c\u00e2t \u0219i pentru cei interni) este condamnat\u0103 la pierderi semnificative.<\/p>\n<h2>Cine r\u00e2de de o problem\u0103 \u2014 \u00eenseamn\u0103 c\u0103 aceasta exist\u0103\u00a0<\/h2>\n<p><\/p>\n<h4>Comic 1. O imagine simpl\u0103, un sens profund<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/fd76c2946b9182e1b6c9c01c66d95d33.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>\u2014 Alo, suport tehnic...<br \/>\n\u2014 Opri\u021bi-l, turna\u021bi o cafea \u0219i pute\u021bi suna \u00eenapoi...<br \/>\n\u2014 Oscar, \u0219tii tu m\u0103car ceva despre computere?<br \/>\n\u2014 Nu.<br \/>\n\u2014 De fapt, ar trebui s\u0103 te d\u0103m afar\u0103, dar ratingul t\u0103u de aprobat din partea clien\u021bilor este pur \u0219i simplu cov\u00e2r\u0219itor.<\/i><\/p>\n<p>Desigur, este foarte r\u0103u c\u00e2nd angajatul t\u0103u nu are cuno\u0219tin\u021be temeinice despre echipamente. \u00cens\u0103 abilit\u0103\u021bile soft skills sunt la fel de importante, adic\u0103 abilit\u0103\u021bile de comunicare \u2014 chiar \u0219i atunci c\u00e2nd te ocupi de hoteluri, instala\u021bii frigorifice sau centre auto. Fiecare angajat este parte din imaginea companiei, iar ast\u0103zi nu mai este o atmosfer\u0103 competitiv\u0103 \u00een care s\u0103 fii un inginer sever, care \u00eei \u00eenjur\u0103 pe cei care au conectat ma\u0219ina la o tensiune mai mare, au \u00eentrerupt alimentarea \u00een centrul de date sau au suprasolicitat echipamentul de c\u00e2nt\u0103rire.<\/p>\n<p>Iat\u0103 lista abilit\u0103\u021bilor de baz\u0103 ale inginerului de service din secolul XXI.<\/p>\n<ul>\n<li><i>Cuno\u0219tin\u021be extinse despre produs \u0219i afacerea companiei <\/i>\u2014 exact \u00een aceast\u0103 combina\u021bie. Inginerul trebuie s\u0103 cunoasc\u0103 nu doar meseria sa \u00een detaliu, ci \u0219i s\u0103 \u00een\u021beleag\u0103 c\u0103 activitatea sa, f\u0103r\u0103 \u00eendoial\u0103 excelent\u0103, este legat\u0103 de un proces de afaceri, iar el \u00eensu\u0219i face parte din companie. A\u0219adar, pe l\u00e2ng\u0103 o munc\u0103 excelent\u0103, trebuie s\u0103 existe o gestionare competent\u0103: documenta\u021bie, \u00eenregistrarea ac\u021biunilor, emiterea facturilor, notarea tuturor detaliilor lucr\u0103rilor. Nimeni nu iube\u0219te aceast\u0103 rutin\u0103, dar aceasta este baza veniturilor companiei. Apropo, versiunea mobil\u0103 <noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">HubEx<\/a><\/noindex> face o parte din rutin\u0103 automatizat\u0103 \u0219i pl\u0103cut\u0103 \u2014 ce poate fi mai valoros dec\u00e2t accesul la pa\u0219aportul echipamentului prin cod QR.\u00a0\n<\/li>\n<li><i>Abilit\u0103\u021bi sigure de rezolvare a problemelor <\/i>\u2014 angaja\u021bii care se ocup\u0103 de \u00eentre\u021binerea echipamentului trebuie s\u0103 fie capabili nu doar s\u0103 fac\u0103 mecanismul func\u021bional, ci \u0219i s\u0103 se asigure c\u0103 problema nu se va repeta, s\u0103 transmit\u0103 cuno\u0219tin\u021bele celorlal\u021bi angaja\u021bi de specialitate, s\u0103 explice clientului cauzele \u0219i consecin\u021bele. Numai atunci problema poate fi considerat\u0103 rezolvat\u0103.\n<\/li>\n<li><i>Capacitatea de adaptare<\/i> \u2014 o caracteristic\u0103 care ar trebui s\u0103 existe la fiecare angajat modern, de la secretar la director general. Tipurile de echipamente se schimb\u0103 foarte rapid, apar actualiz\u0103ri, se schimb\u0103 configura\u021biile \u0219i elementele de integrare \u2014 mediu tehnologic este mai mobil ca niciodat\u0103. Prin urmare, adaptarea poate fi asigurat\u0103 doar printr-un mod: prin formare, at\u00e2t \u00een form\u0103 de familiarizare cu nout\u0103\u021bi \u0219i detalii, c\u00e2t \u0219i prin crearea unei baze unice de cuno\u0219tin\u021be (aproape c\u0103 platforma HubEx este din nou capabil\u0103 s\u0103 asigure acumularea de experien\u021b\u0103 pe baz\u0103 de tichete. Dar se poate folosi orice sistem de stocare a cuno\u0219tin\u021belor, de la Wiki corporativ\u0103 \u0219i CRM la o ierarhie de foldere pe server).\n<\/li>\n<li><i>Capacitatea de a comunica \u00eentr-un mod clar<\/i> \u2014 inginerul trebuie s\u0103 reac\u021bioneze strict \u0219i la subiect, astfel \u00eenc\u00e2t, f\u0103r\u0103 emo\u021bii \u0219i negativitate, s\u0103 clarifice ce s-a \u00eent\u00e2mplat \u0219i s\u0103 explice cum va func\u021biona. \u00cen plus, o persoan\u0103 rezervat\u0103 inspir\u0103 mai mult\u0103 \u00eencredere \u0219i siguran\u021b\u0103 \u00een profesionalism. Lucreaz\u0103 ca un medic de urgen\u021b\u0103: mai pu\u021bine emo\u021bii, mai multe fapte \u0219i ac\u021biuni bine g\u00e2ndite. Asta chiar impresioneaz\u0103.\u00a0\n<\/li>\n<\/ul>\n<p>\n\u0218i revenind la comic, - pu\u021bin\u0103 empatie nu stric\u0103 nim\u0103nui. Fiecare glum\u0103 con\u021bine o f\u0103r\u00e2m\u0103 de adev\u0103r.\u00a0\u00a0<\/p>\n<h4>Comic 2. Clientul nu face nimic, totul se \u00eent\u00e2mpl\u0103 de la sine. \u00cen spatele \u201ede la sine\u201d st\u0103 cineva.<\/h4>\n<p>\nObi\u0219nuie\u0219te-te cu faptul c\u0103 clientul va \u00eencerca s\u0103 se ocupe de echipament singur \u00eenainte de a te chema. Nici un sigiliu pe carcas\u0103, nici o etichet\u0103 de serviciu (c\u00e2t de abil se lipe\u0219te!), nici un \u0219tampil\u0103 a furnizorului nu va opri asta. Pur \u0219i simplu, \u00eentotdeauna va exista un angajat care va spune c\u0103 se pricepe \u0219i va face rapid \u0219i gratuit. De fapt, adesea este doar rezultatul c\u0103ut\u0103rilor pe Google. \u00centre timp, acest comportament al clientului este asociat cu probleme pe care inginerii de service trebuie s\u0103 le rezolve:<\/p>\n<ul>\n<li>deteriorarea nodurilor \u0219i modulelor asociate din cauza ne\u00een\u021belegerii leg\u0103turilor tehnice;\n<\/li>\n<li>folosirea unor instrumente necorespunz\u0103toare (se folosesc foarfece de unghii, \u0219urubelni\u021be, un top care \u00eenchide un cu\u021bit de h\u00e2rtie - un dispozitiv slab, dar extrem de rezistent);\n<\/li>\n<li>\u00eenc\u0103lcarea interfe\u021belor software - mai ales dac\u0103 ape\u0219i tastele \u00een baza logicii unui software de utilizare obi\u0219nuit\u0103;\n<\/li>\n<li>resetarea set\u0103rilor - par\u021bial sau complet.\n<\/li>\n<\/ul>\n<p>\nSarcina inginerilor-supereroi nu este doar s\u0103 remedieze, ci \u0219i s\u0103 atrag\u0103 aten\u021bia asupra faptului c\u0103 astfel de interven\u021bii nu sunt doar d\u0103un\u0103toare, ci \u0219i pl\u0103tite suplimentar.<br \/>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/c280895acf141e1a7f23136dd29b84e9.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>\u00cei voi oferi tat\u0103lui meu, cu ocazia s\u0103rb\u0103torii, o or\u0103 de asisten\u021b\u0103 tehnic\u0103 gratuit\u0103.<\/p>\n<p><img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/fdbcceb8e0ff0e4aa997131640d72252.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nPur \u0219i simplu caut\u0103 pe Google. Ei merg \u0219i caut\u0103.<\/i><\/p>\n<h4>Comic 3. Clientul are \u00eentotdeauna dreptate, clientul este \u00eentotdeauna speriat.<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/03b2a0ee684519c7981f9f376be8301e.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Sun\u0103 la suport. La fratele lui Ernest s-a blocat h\u00e2rtia.<\/i><\/p>\n<p>Exist\u0103 \u0219i situa\u021bia invers\u0103, la fel de costisitoare pentru contractor din punct de vedere al timpului: clientul se sperie de fiecare mic\u0103 problem\u0103 \u0219i face o solicitare pentru orice motiv, tem\u00e2ndu-se chiar s\u0103 \u0219terg\u0103 praful de pe echipament, dar\u0103mite s\u0103 reporneasc\u0103 sau s\u0103 reconfigureze. Desigur, aceasta reprezint\u0103 o povar\u0103 pentru ingineri, vizite pentru fiecare suspin, costuri de c\u0103l\u0103torie \u0219i combustibil etc. Po\u021bi \u00eencerca s\u0103 combati asta prin dou\u0103 metode principale:<\/p>\n<ul>\n<li>A lua o tax\u0103 pentru fiecare vizit\u0103, nu doar \u00een func\u021bie de complexitatea sarcinii, ci \u0219i \u00een func\u021bie de parametrii vizitei \u0219i timpul specialistului (de exemplu, a\u0219a lucreaz\u0103 metrali\u0219tii \u0219i inginerii de sta\u021bii de alimentare: ei noteaz\u0103 direct \u00een act distan\u021ba, costul pe kilometru, suprataxa pentru urgen\u021b\u0103 etc.) \u2014 clientul se va g\u00e2ndi de cinci ori dac\u0103 problema nu poate fi rezolvat\u0103 la telefon.\n<\/li>\n<li>A desf\u0103\u0219ura o educa\u021bie total\u0103: a elabora \u0219i a transmite instruc\u021biuni cu privire la detaliile de baz\u0103, a limita limitele interven\u021biilor admisibile asupra func\u021bion\u0103rii echipamentului (\u00een principiu \u2014 se poate schimba singur elementul de iluminare, dar a interveni asupra siguran\u021belor \u0219i circuitelor nu este permis).\n<\/li>\n<\/ul>\n<p><\/p>\n<blockquote><p><img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/28f2c8f72f362ff05654d5d9911f2a44.jpg\" style=\"display:block;margin: 0 auto;\" \/>Apropo, cererea preferat\u0103 \u00een memoriile angaja\u021bilor no\u0219tri, cit\u0103m textual: \u201eCeva la UPS-ul meu suna, cred c\u0103 \u00ee\u0219i d\u0103 duhul.\u201d\u00a0 <\/p><\/blockquote>\n<p>\u00a0<\/p>\n<h4>Comicul 4. Cuno\u0219tin\u021bele secrete trebuie s\u0103 devin\u0103 evidente.<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/9790d46f8f02de257e80539ee9e10ad1.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Ne-am g\u00e2ndit s\u0103 sc\u0103p\u0103m de acest supermonstru, dar este singurul care se pricepe la acest nou sistem IT...<\/i><\/p>\n<p>Este foarte tare c\u00e2nd \u00een serviciul dumneavoastr\u0103 de asisten\u021b\u0103, \u00eentre\u021binere a echipamentului sau outsourcing exist\u0103 un adev\u0103rat guru \u2014 el poate solu\u021biona orice problem\u0103, poate elimina orice urgen\u021b\u0103 \u0219i poate face fa\u021b\u0103 celui mai complex incident. Dar un astfel de specialist nu este doar scump, de regul\u0103, este \u0219i solicitat pe pia\u021ba muncii \u2014 ceea ce \u00eenseamn\u0103 c\u0103 va fi atras cu orice pre\u021b. Prin urmare, sarcina managerului nu este doar s\u0103 se concentreze pe p\u0103strarea acestora, ci \u0219i s\u0103 fac\u0103 compania relativ independent\u0103 de speciali\u0219tii cheie. Afacerea nu trebuie s\u0103 se pr\u0103bu\u0219easc\u0103 odat\u0103 cu plecarea lor. Prin urmare, exist\u0103 c\u00e2teva sfaturi utile:<\/p>\n<ul>\n<li>\u00eencuraja\u021bi astfel de speciali\u0219ti;\n<\/li>\n<li>motiva\u021bi-i s\u0103 \u00eemp\u0103rt\u0103\u0219easc\u0103 cuno\u0219tin\u021be, iar pe ceilal\u021bi \u2014 s\u0103 \u00eenve\u021be;\n<\/li>\n<li>automatiza\u021bi gestionarea clien\u021bilor, incidentelor \u0219i solu\u021biilor acestora \u2014 baza de clien\u021bi \u0219i tichetele trebuie s\u0103 apar\u021bin\u0103 companiei, nu unor speciali\u0219ti individuali.\n<\/li>\n<\/ul>\n<p>\nJedi-ii dumneavoastr\u0103 trebuie s\u0103 fie for\u021ba binelui \u0219i s\u0103 nu cad\u0103 pe partea \u00eentunecat\u0103 pentru biscui\u021bi.<\/p>\n<h4>Comicul 5. Costurile trebuie s\u0103 fie justificate.<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/6ab13662f9778616a9cb1ed763655983.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>\u2014 S-a stricat ceva?<br \/>\n\u2014 Da, computerul a picat diminea\u021ba, am sunat tehnicianul, el este pe drum.<br \/>\n\u2014 Ne va costa bani?<br \/>\n\u2014 Nu, el spune c\u0103 face asta gratuit, trebuie s\u0103 pl\u0103tim doar timpul de deplasare.<br \/>\n\u2014 Excelent. \u0218i de unde vine el la noi?<br \/>\n\u2014 Din Bangladesh.<\/i><\/p>\n<p>Dac\u0103 nu gestiona\u021bi serviciul, nu este automatizat, risca\u021bi s\u0103 suporta\u021bi cheltuieli suplimentare pentru cereri incorect completate, erori ale dispecerului, achizi\u021bionarea de echipamente inutile \u0219i piese de schimb necorespunz\u0103toare. Prin urmare, folosi\u021bi o mic\u0103 list\u0103 de verificare pentru a evita nepl\u0103cerile:<\/p>\n<ul>\n<li>elabora\u021bi fi\u0219e de servicii;\n<\/li>\n<li>\u00eenregistra\u021bi \u00een sisteme automatizate;\n<\/li>\n<li>elabora\u021bi h\u0103r\u021bi de rutare \u0219i controla\u021bi deplasarea angaja\u021bilor pe parcurs;\n<\/li>\n<li>men\u021bine\u021bi o eviden\u021b\u0103 strict\u0103 a echipamentului \u00eentre\u021binut \u0219i a incidentelor legate de acesta;\n<\/li>\n<li>colecta\u021bi maximum de informa\u021bii despre incident, ave\u021bi un \u0219ablon\/schema cererii clientului care s\u0103 includ\u0103 to\u021bi parametrii semnificativi pentru sarcin\u0103 \u0219i costuri.\n<\/li>\n<\/ul>\n<p><\/p>\n<h4>Comics 6. Lini\u0219te, doar, @#!#$!!, lini\u0219te!<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/15794904a6f5498d4638f2fa1bb50796.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>\u00cen zilele noastre, doar cu yoga nu se poate supravie\u021bui, trebuie s\u0103 facem \u0219i munc\u0103 de suport tehnic.<\/i><\/p>\n<p>P\u0103stra\u021bi-v\u0103 nervii! Munca unui inginer de servicii este, prin natura sa, asociat\u0103 cu o \u00eenc\u0103rc\u0103tur\u0103 psihologic\u0103 incredibil\u0103, stres, activitate mental\u0103. Cum s\u0103 dep\u0103\u0219e\u0219ti aceste probleme, fiecare decide pentru sine, dar a sc\u0103pa de o parte din rutin\u0103 \u0219i din detaliile stresante cu ajutorul unui software este simplu. Noi, ca <noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">creatori ai unui astfel de software,<\/a><\/noindex> declar\u0103m: nu exist\u0103 detalii neimportante, iar detaliile gestionate sunt cheia lini\u0219tii \u0219i succesului.<\/p>\n<h4>Comics 7. \u00cen munca serviciului de asisten\u021b\u0103 nu se are \u00eencredere<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/93d4813ee3fb10802d8e884cf853dca6.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>\u2014 Serviciul de asisten\u021b\u0103? Mi se pare c\u0103 serverul a c\u0103zut.<br \/>\n\u2014 Ok, m\u0103 voi ocupa de asta.<br \/>\n\u00cen sala serverelor:<br \/>\n\u2014 Nu c\u0103dea, serverule, to\u021bi credem c\u0103 te descurci excelent, to\u021bi te iubesc.<\/i><\/p>\n<p>A\u0219a \u00ee\u0219i imagineaz\u0103 unii utilizatori munca unui inginer. \u00cen special, aceast\u0103 percep\u021bie afecteaz\u0103 pe cei care pl\u0103tesc: contabili, top management, echipele comerciale ale clien\u021bilor dumneavoastr\u0103. Ei sunt gata s\u0103 v\u0103 acuze de lene, \u00eent\u00e2rzierea timpului de lucru, servicii prea scumpe \u0219i lips\u0103 de profesionalism, doar pentru a pl\u0103ti un pic mai pu\u021bin. Problema se rezolv\u0103 simplu: se stipuleaz\u0103 clar costul \u0219i con\u021binutul lucr\u0103rilor, totul se realizeaz\u0103 strict conform specifica\u021biilor tehnice, cererii, actului sau contractului. Orice deviere trebuie s\u0103 fie, de asemenea, justificat\u0103 \u0219i consemnat\u0103 \u00een documente. Astfel, v\u0103 ve\u021bi elibera de majoritatea durerilor de cap legate de calcule.<\/p>\n<blockquote><p><img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/15f273bbf14b91b4dbaf3c2b1dce4f61.jpg\" style=\"display:block;margin: 0 auto;\" \/>\u00cen 1995, \u00eentr-o companie de construc\u021bii, un seif s-a stricat. Principalul contabil a chemat un specialist \u00een deschiderea lac\u0103telor complexe \u0219i a u\u0219ilor de seif. Tipul a lucrat o jum\u0103tate de or\u0103, o or\u0103, o or\u0103 \u0219i jum\u0103tate. Contabilul, iritat, a spus:<\/p>\n<p>\u2014 \u0218i zice\u021bi c\u0103 sunte\u021bi profesionist! Lucrezi at\u00e2t de mult, eu nu voi vedea documentele ast\u0103zi!<br \/>\n\u2014 Hm. \u0218i dac\u0103 deschid rapid, \u00eemi pl\u0103ti\u021bi aceea\u0219i sum\u0103?<br \/>\n\u2014 Da, totul este conform firmei.<br \/>\nDup\u0103 un minut, seiful a fost deschis, dup\u0103 15 minute \u2014 a fost \u00een stare bun\u0103. Tipul a semnat documentele \u0219i a spus:<br \/>\n\u2014 Adesea, c\u00e2nd fac o munc\u0103 \u00een trei minute, ei refuz\u0103 s\u0103 pl\u0103teasc\u0103 conform firmei. De fapt, nu conteaz\u0103 timpul \u2014 conteaz\u0103 munca. Trebuie s\u0103 imitez.<\/p><\/blockquote>\n<p><\/p>\n<h4>Comic 8. Clientul este \u00eentotdeauna furios<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/b4b5027f467f18a3c9cb34473150fc6f.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Drag\u0103 echip\u0103 de suport! \u00cen primul r\u00e2nd, trebuie s\u0103 \u0219ti\u021bi c\u0103 scriu aceast\u0103 pl\u00e2ngere cu degetul meu mijlociu.<\/i><\/p>\n<p>Da, clientul este adesea furios \u0219i este greu s\u0103 ob\u021bii o solicitare sau informa\u021bii clare de la el. De aceea, este mai bine s\u0103-i oferi\u021bi o \u0219ans\u0103 s\u0103 comunice cu dumneavoastr\u0103 printr-o aplica\u021bie cu formulare inteligente personalizabile, deoarece electronica suport\u0103 totul, iar un manager agresiv va avea ocazia s\u0103 se concentreze.\u00a0<\/p>\n<p>Apropo, furia clientului este explicabil\u0103: \u00een caz de defec\u021biuni, erori, perioade de inactivitate \u0219i defec\u021biuni ale echipamentului, clientul sufer\u0103 pierderi directe, iar viteza de reac\u021bie a echipei de suport determin\u0103 adesea c\u00e2t de grave sunt aceste pierderi \u0219i c\u00e2t de repede vor fi acoperite. Acum \u00een\u021belege\u021bi c\u0103 45 de minute de a\u0219teptare pentru un r\u0103spuns pe linie este o catastrof\u0103?<\/p>\n<h4>Comic 9. Problema pare mai mare dec\u00e2t este<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/459d4fccf22f2de24654b2aa8f013cdd.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Computerele noastre s-au stricat, suntem nevoi\u021bi s\u0103 facem totul manual!<\/i><\/p>\n<p>Din acelea\u0219i motive men\u021bionate mai sus, clientul adesea exagereaz\u0103 amploarea defec\u021biunii: spune c\u0103 totul s-a stricat (de fapt, doar cablul s-a deconectat), nimic nu func\u021bioneaz\u0103 (de fapt, un modul s-a defectat), toate aparatele sunt \u00een fl\u0103c\u0103ri (de fapt, butonul doar clipe\u0219te), suferim pierderi colosale (dispenserul vars\u0103 2 ml pe litru), angaja\u021bii au intrat \u00eentr-un sindicat infrac\u021bional \u0219i ne fac raiduri \u00een afacere (dispenserul nu alimenteaz\u0103 4 ml pe litru). \u00cen orice caz, exist\u0103 un motiv pentru a contacta pe cineva, iar sarcina dumneavoastr\u0103 este s\u0103 ajuta\u021bi clientul s\u0103 completeze solicitarea c\u00e2t mai realist. <noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">HubEx<\/a><\/noindex>). Este deosebit de important s\u0103 oferi\u021bi clientului posibilitatea de a urm\u0103ri schimb\u0103rile de statut ale cererii sale.<\/p>\n<h4>Comics 10. Lucrul echipei de servicii este distractiv. Dar \u00eenainte de toate \u2014 profesional.<\/h4>\n<p>\n<img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/8880874a4ba2050c46ab963c99d397e7.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>V\u0103 mul\u021bumim pentru contactul cu suportul. \u00cen scopuri de control al calit\u0103\u021bii, apelul poate fi \u00eenregistrat, dar cel mai probabil ne va oferi ocazia s\u0103 ne amuz\u0103m mai t\u00e2rziu \u00een sala de relaxare.<\/i><\/p>\n<p>Da, \u00een via\u021ba inginerilor de service exist\u0103 cu adev\u0103rat multe momente amuzante, iat\u0103 c\u00e2teva citate de la diver\u0219i angaja\u021bi:<\/p>\n<blockquote><p><img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/fbccdbe994372db25f11f07b24ad5ebf.jpg\" style=\"display:block;margin: 0 auto;\" \/><i>\u201eFlori au ofilit de la turnul vostru de comunica\u021bie, t\u0103ia\u021bi-l.\u201d<\/i> \/\/ \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0435 \u0432 \u0441\u043f\u0440\u0430\u0432\u043a\u0443 \u043e\u043f\u0435\u0440\u0430\u0442\u043e\u0440\u0430 \u0441\u0432\u044f\u0437\u0438<br \/>\n<i>\u201eSpeciali\u0219tii vo\u0219tri au venit cu un aspirator \u0219i l-au b\u0103gat \u00een computere, am chemat nu ni\u0219te cur\u0103\u021b\u0103tori.\u201d<\/i> \/\/ \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u0446\u0430 \u043d\u0435\u0444\u0442\u0435\u043f\u0435\u0440\u0435\u0440\u0430\u0431\u0430\u0442\u044b\u0432\u0430\u044e\u0449\u0435\u0439 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u0418\u0422-\u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0435\u0440\u0443 (\u043a\u0443\u043b\u0435\u0440\u044b \u0441\u043e\u0431\u0440\u0430\u043b\u0438 \u043f\u044b\u043b\u044c \u0432\u0441\u0435\u0433\u043e \u043c\u0438\u0440\u0430)<br \/>\n<i>\u201eFace pip, apoi chiu-chiu, \u0219i lumini\u021bele clipesc.\u201d<\/i> \/\/ \u043f\u043e\u043b\u0435\u0442\u0435\u043b \u043d\u0430\u0441\u043e\u0441 \u0443 \u0422\u0420\u041a \u043d\u0430 \u0410\u0417\u0421<br \/>\n<i>\u201eLa pompa de combustibil sunt zgomote, pocnituri \u0219i scr\u00e2\u0219nete.\u201d<\/i> \/\/ \u043f\u0440\u0438\u0435\u0445\u0430\u043b\u0438, \u043e\u0442\u043a\u0440\u044b\u043b\u0438 \u043a\u0440\u044b\u0448\u043a\u0443 \u0441\u0442\u0430\u0440\u043e\u0439 \u041b\u0438\u0432\u043d\u044b, \u0430 \u0442\u0430\u043c \u043f\u0442\u0438\u0447\u043a\u0430-\u0442\u0440\u044f\u0441\u043e\u0433\u0443\u0437\u043a\u0430 \u0433\u043d\u0435\u0437\u0434\u043e \u0441\u0432\u0438\u043b\u0430 \u0438 \u0443\u0436\u0435 \u0432\u044b\u0432\u0435\u043b\u0430 \u043f\u0442\u0435\u043d\u0446\u043e\u0432; \u0442\u0438\u0445\u043e \u0437\u0430\u043a\u0440\u044b\u043b\u0438 \u0438 \u043d\u0435 \u043f\u043e\u0442\u0440\u0435\u0432\u043e\u0436\u0438\u043b\u0438 \u0438\u0445<br \/>\n<i>\u201e\u00cen butoi sunt mucuri, aproape de jum\u0103tate de metru.\u201d <\/i>\/\/ \u0432 \u0442\u043e\u043f\u043b\u0438\u0432\u043d\u043e\u043c \u0440\u0435\u0437\u0435\u0440\u0432\u0443\u0430\u0440\u0435 \u0410\u0417\u0421 \u043e\u0441\u0430\u0434\u043e\u043a \u043e\u0442 \u043e\u0447\u0435\u043d\u044c \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0433\u043e \u0440\u043e\u0441\u0441\u0438\u0439\u0441\u043a\u043e\u0433\u043e \u0442\u043e\u043f\u043b\u0438\u0432\u0430, \u0447\u0438\u0441\u0442\u0438\u043b\u0438 \u0441 \u0434\u0435\u0436\u0443\u0440\u043d\u043e\u0439 \u0441\u043a\u043e\u0440\u043e\u0439, \u0447\u0442\u043e\u0431\u044b \u043f\u0440\u0435\u0434\u0443\u043f\u0440\u0435\u0434\u0438\u0442\u044c \u043e\u0442\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0440\u0430\u0431\u043e\u0447\u0438\u0445<br \/>\n<i>\u201ePistolul s-a blocat, nu putem cur\u0103\u021ba. M\u00e2ine vine conducerea, trebuie s\u0103 lucreze.\u201d<\/i> \/\/ \u043e \u043f\u0438\u0441\u0442\u043e\u043b\u0435\u0442\u0435 \u0448\u043b\u0430\u043d\u0433\u0430 \u043a\u043e\u043b\u043e\u043d\u043a\u0438 \u043d\u0430 \u0410\u0417\u0421<br \/>\n<i>\u201eServerul a c\u0103zut? Nu, nu a c\u0103zut, st\u0103 l\u00e2ng\u0103 perete!\u201d <\/i>\/\/ \u0432 \u043e\u0442\u0432\u0435\u0442 \u043d\u0430 \u0443\u0442\u043e\u0447\u043d\u0435\u043d\u0438\u0435 \u0437\u0430\u044f\u0432\u043a\u0438 \u043d\u0430 \u043f\u0440\u043e\u0431\u043b\u0435\u043c\u0443 \u0441\u043e \u0441\u043a\u043e\u0440\u043e\u0441\u0442\u044c\u044e \u0440\u0430\u0431\u043e\u0442\u044b \u0432\u043d\u0443\u0442\u0440\u0435\u043d\u043d\u0435\u0433\u043e \u0441\u0435\u0440\u0432\u0435\u0440\u0430<br \/>\n\u201eImprimanta a \u00eenghi\u021bit totul.\u201d \/\/ blocare constant\u0103 a h\u00e2rtiei\u00a0 <\/p><\/blockquote>\n<p> Dar nu trebuie s\u0103 te la\u0219i dus de val: serviciul, suportul \u0219i \u00eentre\u021binerea echipamentului sunt foarte serioase.<\/p>\n<p>Cheia unui serviciu clien\u021bi de succes este crearea unei bune structuri de gestionare a serviciilor \u0219i a unui proces de afaceri bine pus la punct pentru gestionarea reclama\u021biilor clien\u021bilor.<\/p>\n<p>Trebuie s\u0103 ui\u021bi pentru totdeauna de:<\/p>\n<ol>\n<li>Chain-uri lungi de conectare.\u00a0\n<\/li>\n<li>Timp lung de a\u0219teptare pentru service.\u00a0\n<\/li>\n<li>Despre pove\u0219tile uitate ale clien\u021bilor \u2014 fiecare dat\u0103, istoricul defect\u0103rii este perceput ca un \u00eentreg, trebuie s\u0103 fie repetat.\n<\/li>\n<\/ol>\n<p><\/p>\n<h4>Cum s\u0103 lucrezi?<\/h4>\n<p><\/p>\n<ul>\n<li>Prima regul\u0103 \u2014 s\u0103 \u021bii eviden\u021ba clientului \u0219i a echipamentului care este \u00een \u00eentre\u021binerea ta. Nu exist\u0103 nimic mai r\u0103u dec\u00e2t s\u0103 explici de mai multe ori care este problema cu echipamentul \u2014 exact de c\u00e2te ori te-au transferat la al\u021bi speciali\u0219ti. <noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">Software special <\/a><\/noindex>permite \u00eenregistrarea tuturor detaliilor rela\u021biilor, p\u0103streaz\u0103 incidentele, creeaz\u0103 un pa\u0219aport pentru echipamente \u2014 adic\u0103 s\u0103 men\u021bin\u0103 o baz\u0103 de date astfel \u00eenc\u00e2t orice inginer de service s\u0103 poat\u0103 vedea imediat istoricul clientului \u0219i s\u0103 r\u0103spund\u0103 operativ sau s\u0103 direc\u021bioneze imediat solicitarea c\u0103tre specialistul adecvat.\n<\/li>\n<li>Exist\u0103 un alt aspect important \u00een gestionarea serviciului de asisten\u021b\u0103. Dac\u0103 compania nu poate oferi inginerilor un instrument care s\u0103 le fac\u0103 munca eficient\u0103 \u0219i m\u0103surabil\u0103, nu ar trebui s\u0103 foloseasc\u0103 KPI-uri. \u00cen caz contrar, se ajunge la situa\u021bia \u00een care coeficientii sunt stabili\u021bi, dar realitatea \u00eendeplinirii lor nu este monitorizat\u0103 \u2014 rezultatul fiind o demotivare total\u0103 a personalului.\n<\/li>\n<li>Ve\u021bi afla mai multe despre produsul \u0219i serviciile dvs. Ve\u021bi acumula recenzii, solicit\u0103ri, incidente \u0219i pe baza acestor date ve\u021bi \u00een\u021belege ce a\u0219teapt\u0103 clien\u021bii de la produsul dvs. Astfel de informa\u021bii vor umple backlog-ul dvs. \u0219i vor ajuta la g\u0103sirea direc\u021biei corecte de dezvoltare.\n<\/li>\n<\/ul>\n<p>\nUn departament de serviciu clien\u021bi bine organizat cu automatizare de calitate reprezint\u0103 un venit suplimentar pentru companie. Desigur, tenta\u021bia de a nu crea un serviciu de asisten\u021b\u0103 \u0219i de a utiliza resursele angaja\u021bilor existen\u021bi este mare, deoarece \u00eenfiin\u021barea unui serviciu de asisten\u021b\u0103 presupune costuri. Totu\u0219i, aceste costuri se vor amortiza rapid, deoarece:<\/p>\n<ol>\n<li>Ve\u021bi cre\u0219te v\u00e2nz\u0103rile \u0219i durata de via\u021b\u0103 a clien\u021bilor \u2013 niciun client nu este dispus s\u0103 cheltuie bani pe servicii \u0219i produse care sunt prost sus\u021binute.\n<\/li>\n<li>Serviciul de asisten\u021b\u0103 economise\u0219te bani at\u00e2t pentru afacerea dvs., c\u00e2t \u0219i pentru clien\u021bii dvs., deoarece prezen\u021ba angaja\u021bilor specializa\u021bi ajut\u0103 la rezolvarea problemelor \u00eenainte ca acestea s\u0103 apar\u0103. Clien\u021bii nu \u00ee\u0219i afecteaz\u0103 reputa\u021bia, deoarece toate incidentele sunt rezolvate profesional \u0219i prompt.\n<\/li>\n<li>Utilizatorii dvs. r\u0103m\u00e2n beta-testeri \u0219i principalii consilieri \u00een dezvoltarea afacerii \u2013 ceea ce reprezint\u0103 economii at\u00e2t \u00een cercetare, c\u00e2t \u0219i \u00een angaja\u021bi, precum \u0219i \u00een pa\u0219ii gre\u0219i\u021bi \u00een dezvoltarea produsului.\n<\/li>\n<\/ol>\n<p>\nA avea un serviciu de asisten\u021b\u0103, suport tehnic, a fi o firm\u0103 de outsourcing sau a rezolva toate problemele \u00een interiorul companiei pentru un client intern \u00eenseamn\u0103 a-\u0219i asuma responsabilitatea pentru rentabilitatea, calitatea \u0219i viteza muncii altora, practic asigur\u00e2nd func\u021bionarea \u0219i continuitatea proceselor. Iar latura umoristic\u0103 extins\u0103 a activit\u0103\u021bii de suport nu este nici pe departe v\u00e2rful aisbergului sarcinilor cu care echipele se confrunt\u0103 zilnic. Asta \u00eenseamn\u0103 c\u0103 z\u00e2mbim \u2013 \u0219i ajunge, la munc\u0103!<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/hubex\/blog\/460002\/\"><b>Articol de prezentare despre HubEx<\/b><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\"><b>Pentru cei care sunt preg\u0103ti\u021bi s\u0103 evalueze HubEx imediat \u2013 site-ul nostru.<\/b><\/a><\/noindex><\/p>\n<p>\nProfit\u00e2nd de ocazie, echipa noastr\u0103 \u00eei felicit\u0103 pe to\u021bi cu ocazia Zilei administratorului de sistem, precum \u0219i cu venirea zilei lucr\u0103torului \u00een suport tehnic pe 1 august! \u00cen general, pentru profesioni\u0219tii adev\u0103ra\u021bi \u2013 la munc\u0103 ca la s\u0103rb\u0103toare \ud83d\ude42<\/p>\n<p><b class=\"spoiler_title\">\u0218i aceasta este natura din Karelia<\/b><img decoding=\"async\" alt=\"Pove\u0219ti din serviciul de suport. O postare neserioas\u0103 despre o munc\u0103 serioas\u0103\" src=\"\/wp-content\/uploads\/2019\/07\/78db8a397b70a27509ac7567e6c187c9.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>Sursa: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/hubex\/blog\/461797\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0421\u0435\u0440\u0432\u0438\u0441\u043d\u044b\u0435 \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u044b \u0431\u044b\u0432\u0430\u044e\u0442 \u043d\u0430 \u0410\u0417\u0421 \u0438 \u043a\u043e\u0441\u043c\u043e\u0434\u0440\u043e\u043c\u0430\u0445, \u0432 IT-\u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f\u0445 \u0438 \u043d\u0430 \u0430\u0432\u0442\u043e\u0437\u0430\u0432\u043e\u0434\u0430\u0445, \u043d\u0430 \u0412\u0410\u0417\u0435 \u0438 \u0432 Space X, \u0432 \u043d\u0435\u0431\u043e\u043b\u044c\u0448\u043e\u043c \u0431\u0438\u0437\u043d\u0435\u0441\u0435 \u0438 \u0432 \u043c\u0435\u0436\u0434\u0443\u043d\u0430\u0440\u043e\u0434\u043d\u044b\u0445 \u0433\u0438\u0433\u0430\u043d\u0442\u0430\u0445. \u0418 \u0432\u0441\u0435, \u0430\u0431\u0441\u043e\u043b\u044e\u0442\u043d\u043e \u0432\u0441\u0435 \u043e\u043d\u0438 \u043a\u043e\u0433\u0434\u0430-\u0442\u043e \u0441\u043b\u044b\u0448\u0430\u043b\u0438 \u043a\u043b\u0430\u0441\u0441\u0438\u0447\u0435\u0441\u043a\u0438\u0439 \u043d\u0430\u0431\u043e\u0440 \u043f\u0440\u043e \u00ab\u043e\u043d\u043e \u0441\u0430\u043c\u043e\u00bb, \u00ab\u044f \u0442\u0443\u0442 \u0438\u0437\u043e\u043b\u0435\u043d\u0442\u043e\u0439 \u043e\u0431\u043c\u043e\u0442\u0430\u043b \u0438 \u043e\u043d\u043e \u0440\u0430\u0431\u043e\u0442\u0430\u043b\u043e, \u0430 \u043f\u043e\u0442\u043e\u043c \u0431\u0430\u0445\u043d\u0443\u043b\u043e\u00bb, \u00ab\u044f \u043d\u0438\u0447\u0435\u0433\u043e \u043d\u0435 \u0442\u0440\u043e\u0433\u0430\u043b\u00bb, \u00ab\u0442\u043e\u0447\u043d\u043e \u043d\u0435 \u043c\u0435\u043d\u044f\u043b\u00bb \u0438 [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":27479,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-36688","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.2.1 - 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