材料
A—Business hours
B-Customer experience
C-Customer satisfaction survey
D-Customer retention
E-Frequently asked questions (FAQ)
F-Service level agreement (SLA)
G-User error
H-Big data
I-First response time
J-Customer expectations
K-Customer feedback
L—Brand experience
M—Service promise
N—Business rules
O—Call center
P-Customer loyalty
Q-Quality assurance
Examples:(I)首次响应时间(B)客户体验
()服务承诺
A. A
B. B
C. C
D. D
E. E
F. F
G. G
H. H
I. I
J. J
K. K
L. L
M. M
N. N
O. O
P. P
Q. Q
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