2007中国最佳呼叫中心管理人：周文波

客户世界|CNCCA |2007-09-21

周文波：一汽-大众汽车有限公司衍生服务产品规划部部长

获奖介绍：

吉林工业大学发动机硕士，自1991年起，先后在一汽－大众公司负责大众品牌售后服务部、区域部、奥迪品牌售后服务部、备件部工作，2006年起任客户关怀部部长，2007年任衍生服务产品规划部部长。在服务行业拥有多年工作经验，用先进的服务理念领导员工，使得一汽－大众客户关怀中心拥有和谐、上进、优秀的客户服务团队。

从事客户服务工作以来，将汽车行业的客户关系管理理念进行了广泛的推广与传播。从整个服务的角度来理解客户服务，不断开拓视野，拓展客户服务的新业务，将本部门的工作融入到销售、市场、售后等一线工作中去；同时，在各项工作中进行精细化管理，以严格的流程和监控来保证工作的顺利开展。使得客户关怀中心的工作赢得了公司及领导的认可，更进一步提高了客户的满意度和忠诚度。

Brief Introduction of the Winning Units:

Master majored in Engine of Jilin University of Technology. Since 1991, he has experienced in after-sales service of Audi and VW brand, the regional department and spare parts Department in FAW-Volkswagen.In 2006, he was appointed the manager of Customer Care Department, and in 2007 the manager of Financing Service Product Plan. In the service industry for many years, with advanced service concepts he lead his staff to make FAW-Volkswagen customer care centers with harmonious, dynamic and excellent customer service team.

Since in charge of Customer Care Department，promoted and spreaded the auto industry’s CRM concept widely between FAW-VW and dealers. Based on the whole service to understand the customer service, broadened its bound and expanded its service manner. Integrated the department’s work into sales, marketing and after sales. At the same time, deal all the work subtly  and strictly monitor the process to ensure it work smoothly. In the end, the customer care centers won approval from the leadership and increased customer satisfaction and loyalty.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2007年9月

责编：admin

转载请注明来源：2007中国最佳呼叫中心管理人：周文波

本文链接地址：http://www.ccmw.net/article/18971.html