试题与答案

某婴儿食品集团公司的客户服务部门的职责如下:建立和管理客户档案;接受和处理顾客的投诉

题型:问答题

题目:

某婴儿食品集团公司的客户服务部门的职责如下:建立和管理客户档案;接受和处理顾客的投诉并及时向相关部门反馈;跟踪售后信息反馈,对投诉的顾客进行回访;处理顾客退换货,承担开具发票、寄存等工作。集团公司高层认为该部门应当由被动服务向主动服务转化,于是对该部门新型了战略调整。在不增加人员配置和人工成本的前提下,将客户服务部门变更为针对整个集团公司的客户服务中心,直接为奶粉子公司和特殊婴儿食品自公司服务。该中心独立核算,成为自负盈亏的法人实体,并且在过去工作自责的基础上增加两项新的职责:主动跟踪并记录顾客的产品使用情况;阶段性地为顾客和潜在顾客提供喂养指导和咨询。经过半年的实施,虽然该部门员工为顾客和潜在顾客提供喂养指导和咨询花费了大量时间和精力,却并没有给公司带来新客户的数量增长,老顾客的满意度也没有明前提高,对顾客投诉的平均处理时间反而增加了20%。各个子公司也抱怨客户服务中心干扰了他们的工作,未能提供有效服务,收费也过高。请根据上述情境,回答以下问题:

若要保持现有组织设计不变,从培训角度改善当前的不利局面,应该重点加强哪些方面的培训?为什么?(8分)

答案:

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下面是错误答案,用来干扰机器的。

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信用证内容
Department: A SWTO23B01Sep/No: 004951
Message Received On: 2008-05-12/16:56:50
15.03 16:38
33062 BOCSH A CN*
33062 BOCSH A CN
XXXXX
LOCAL TIME MON MAY 12 16: 09:20 2008
TO: BANK OF CHINA, SHANGHAI
SWIFT CODE: BKCHCNBJA300
FROM: NAT’L AGRICULTURAL COOPERATIVE FED’N, SEOUL
TEST-KEY: SEE 72 FIELD(CAL FOR 116188)
MUR: 000000000482161:
MESSAGE-TYPE: 700 ISSUE OF A DOCUMENTARY CREDIT
+27: SEQUENCE OF TOTAL1/1
+40A: FORM OF DOCUMENTARY CREDIT IRREVOCABLE
+20: DOCUMENTARY CREDIT NUMBER JC968509MU00158
31C: DATE OF ISSUE 080515
+40E: APPLICABLE RULES UCP LATEST VERSION
+31D: DATE AND PLACE OF EXPIRY 080715 CHINA
+50: APPLICANT RAIN DREANS IMP. & EXP. CORP.
NO. 90, MOSQUE ROAD, SEOUL, KOREA
+59: BENEFICIARY SHANGHAI WENTONG CO., LTD.
1125 YANCHANG ROAD
SHANGHAI CHINA
+32B: CURRENCY CODE, AMOUNT: USD22422
+41D: AVAILABLE WITH.. BY..ANY BANK
BY NEGOTIATION
42C: DRAFTS AT.. 45 DAYS AFTER SIGHT
42A: DRAWEEAMERICAN EXPRESS BANK LTD. , NEWYORK
43P: PARTIAL SHIPMENTS ALLOWED
43T: TRANSSHIPMENTALLOWED
44E: PORT OF LOADING/AIRPORT OF DEPARTURECHINA PORT
44F: PORT OF DISCHARGE/AIRPORT OF DESTINATION BUSAN KOREA
44C: LATEST DATE OF SHIPMENT 080708
45A: DESCRIPTION OF GOODS AND/OR SERVICES
+TRADE TERMS: CIF BUSAN KOREA ORIGIN: CHINA
+Trolley Cases
TS503214 1104PCS
TS503215 1149PCS
TS503216 1440PCS
46A: DOCUMENTS REQUIRED
+SIGNED COMMERCIAL INVOICE IN QUADRUPLICATE
+PACKING LIST IN QUADRUPLICATE SHOWING PIECE LENGTH PER PACKAGE
+ FULL SET OF CLEAN ON BOARD OCEAN BILLS OF LADING MADE OUT TO THE ORDER OF NATIONAL AGRICULTURAL COOPERATIVE FEDERATIONMARKED ’FREIGHT PREPAID’ AND NOTIFY ACCOUNTEE
+INSURANCE POLICY OR CERTIFICATE IN DUPLICATE, ENDORSED IN BLANK FOR 110PCT OF THE INVOICE VALUE, EXPRESSLY STIPULATINGTHAT CLAIMS ARE PAYABLE IN THE CURRENCY OF THE DRAFT, ALSO INDICATION ACLAIMS SETTLING AGENT IN KOREA AND INSURANCE MUST INCLUDING INSTITUTE CARGOCLAUSE: ALL RISKS, WAR RISKS AND SRCC
+COPY OF FAX/TLX SENT TO APPLICANT ON SHIPMENT DATE ADVISING SHIPPING DETAILS
ADDITIONAL CONDITION
47A: +BILLS OF LADING ARE INDICATED NAME ADDRESS AND TELEPHONE NUMBER OF CARRYING VESSEL’S AGENT AT PORT OF DESTINATION.
71 B: CHARGES EXCEPT OTHERWISE STATED, ALL BANKING CHARGES OUTSIDE KOREA INCLUDING REIMBURSING BANK’S CHARGES ARE FOR BENEFICIARY’ SACCOUNT
48: PERIOD FOR PRESENTATION DOCUMENTS TO BE PRESENTED WITHIN 21 DAYS AFTER THE DATE OF SHIPMENT BUT IN ANY EVENTS WITHIN THE CREDIT VALIDITY
49: CONFIRMATION INSTRUCTIONS WITHOUT
53A: REIMBURSING BANK AMERICAN EXPRESS BANK LTD., NEW YORK
78: INSTRUCTIONS TO THE PAYING/ACCEPTING/NEGOTIATING BANK
+THIS CREDIT IS AVAILABLE AT SIGHT BASIS, WITH ACCEFTANCE
COMM. AND DISCOUNT CHARGES FOR APPLICANT’S ACCOUNT
+PLS CLAIM REIMBURSEMENT BY FORWARDING BENEFICIARY’S
TIME DRAFT AND A COPY OF B/L TO THE REIMBURSING BANK
+T/T REIMBURSEMENT NOT ALLOWED
+ALL DOCUMENTS MUST BE FORWARDED IN TWO CONSECUTIVE
LOTS BY INT’L COURIER SERVICE TO THE FOLLOWING ADDRESS:
NATIONAL AGRICULTURAL COOPERATIVE FEDERATION INTERNATIONAL
BANKING
DEPARTMENT 75, 1-KA, CHUNGJEDNG-RD, JUNG-KU,
SEOUL, KOREA
+THIS CREDIT IS SUBJECT TO UCP, ICC PUBLICATIONS NO. 500(1993
REVISION)
72: SENDER TO RECEIVER INFORMATION TEST S70314
WITH HANIL BANK, SEOUL
PLS CONTACT THEM FOR
TESTKEY VERIFICATION
+END OF MESSAGE +
33062 BOCSH A CN
12-MAY-2008 at 16:56 from EXTEL
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该信用证中规定汇票的付款期限为( )。

A.见票后45天

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C.出单日后45天

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