{"id":144151,"date":"2021-10-18T20:36:10","date_gmt":"2021-10-19T03:36:10","guid":{"rendered":"https:\/\/www.paloaltonetworks.com\/blog\/?p=144151"},"modified":"2021-10-18T20:36:32","modified_gmt":"2021-10-19T03:36:32","slug":"delivering-outstanding-customer-service","status":"publish","type":"post","link":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/2021\/10\/delivering-outstanding-customer-service\/?lang=zh-hant","title":{"rendered":"\u9023\u7e8c 7 \u5e74\u63d0\u4f9b\u51fa\u8272\u7684\u5ba2\u6236\u670d\u52d9"},"content":{"rendered":"

\u9023\u7e8c 7 \u6b21\u9054\u6210\u4efb\u4f55\u4e00\u500b\u76ee\u6a19\u90fd\u5f88\u4e0d\u5bb9\u6613\uff0c\u5c24\u5176\u662f\u6eff\u8db3\u5c64\u51fa\u4e0d\u7aae\u7684\u5ba2\u6236\u9700\u6c42\u3002Palo Alto Networks \u9023\u7e8c\u7b2c 7 \u5e74\u7372\u5f97\u6280\u8853\u670d\u52d9\u7522\u696d\u5354\u6703 (TSIA) \u548c J.D. Power \u9812\u767c\u7684\u51fa\u8272\u5ba2\u6236\u670d\u52d9\u6700\u9ad8\u69ae\u8b7d\u3002<\/p>\n

\u5728\u5168\u7403\u8f14\u52a9\u6280\u8853\u652f\u63f4\u65b9\u9762\uff0cPalo Alto Networks \u7372\u5f97 TSIA \u8a55\u5b9a\u70ba\u300c\u51fa\u8272\u300d\uff0c\u4e26\u7372\u5f97 J.D. Power \u8a8d\u53ef\u70ba\u300c\u51fa\u8272\u7684\u5ba2\u6236\u670d\u52d9\u9ad4\u9a57\u300d\u3002\u9019\u6b21\u806f\u5408\u8868\u63da\u8a8d\u53ef Palo Alto Networks \u9023\u7e8c 7 \u5e74\u70ba\u5168\u7403\u5ba2\u6236\u63d0\u4f9b\u512a\u7570\u7684\u8f14\u52a9\u652f\u63f4\u3002<\/p>\n

\u6211\u5011\u5f88\u69ae\u5e78\u53c8\u5728\u4e00\u5e74\u5f8c\u7372\u5f97\u5982\u6b64\u7684\u6210\u5c31\u3002\u5176\u5be6\uff0c\u5c07\u9019\u9805\u6210\u5c31\u653e\u5728\u8108\u7d61\u4e2d\u5f88\u6709\u6311\u6230\u6027\u3002\u9019\u4e0d\u50c5\u50c5\u662f\u56e0\u70ba\u6211\u5011\u7a4d\u6975\u64f4\u5927\u6211\u5011\u7684\u4e00\u9023\u4e32\u6210\u5c31\u6240\u81f4\u3002\u5982\u6b64\u7684\u8a8d\u53ef\u8b49\u660e\u4e86\u6211\u5011\u4eca\u5e74\u518d\u6b21\u52aa\u529b\u4e0d\u61c8\u3002\u6211\u5011\u70ba\u5ba2\u6236\u63d0\u4f9b\u7684\u670d\u52d9\u9054\u5230\u5982\u6b64\u7684\u9ad8\u6a19\u6e96\uff0c\u5728\u6211\u5011\u5354\u52a9\u5ba2\u6236\u8b8a\u5f97\u66f4\u52a0\u5b89\u5168\u7684\u540c\u6642\u78ba\u4fdd\u5ba2\u6236\u7372\u5f97\u6700\u597d\u7684\u9ad4\u9a57\u3002<\/p>\n

\"\"<\/span><\/div><\/p>\n

\u5c0d\u65bc TSIA\uff0c\u6211\u5011\u5728\u6838\u5fc3\u3001\u8f14\u52a9\u652f\u63f4\u3001\u81ea\u52a9\u670d\u52d9\u548c\u5916\u5305\u5408\u4f5c\u5925\u4f34\u7ba1\u7406\u9019\u56db\u500b\u4e3b\u8981\u9818\u57df\u5747\u8d85\u904e\u696d\u754c\u57fa\u6e96 10% \u81f3 23%\u3002<\/p>\n

\u5c0d\u65bc J.D. Power\uff0c\u6211\u5011\u6bd4\u696d\u754c\u57fa\u6e96\u7684\u6700\u4f4e\u5206\u6578\u9ad8\u51fa 6%\uff0c\u6210\u70ba\u6280\u8853\u652f\u63f4\u6eff\u610f\u5ea6\u524d 20% \u7684\u4f01\u696d\u5c0d\u4f01\u696d\u7db2\u8def\u7cfb\u7d71\u54c1\u724c\u4e4b\u4e00\u3002<\/p>\n

\u6211\u5011\u5728 TSIA \u8a8d\u8b49\u5718\u968a\u7684\u56de\u994b\u6703\u8b70\u4e0a\u5f97\u77e5\u300cPalo Alto Networks \u518d\u6b21\u5728\u6574\u9ad4\u9ad4\u9a57\u65b9\u9762\u7372\u5f97\u512a\u7570\u7684\u6210\u7e3e \u2014 \u8cb4\u516c\u53f8\u6301\u7e8c\u6210\u70ba\u9818\u5c0e\u8005\u4e26\u6a39\u7acb\u5176\u4ed6\u516c\u53f8\u5fc5\u9808\u9075\u5faa\u7684\u6a19\u6e96\u3002\u300d<\/p>\n

\u5f9e TSIA \u548c J.D. Power \u7684\u532f\u5831\u958b\u59cb\uff0c\u6211\u5011\u611f\u8b1d\u9019\u4e9b\u8a08\u5283\uff0c\u7136\u5f8c\u81ea\u554f\u6211\u5011\u53ef\u4ee5\u5982\u4f55\u6539\u9032\uff1f\u6211\u5011\u5fb5\u8a62\u6709\u95dc\u696d\u754c\u57fa\u6e96\u7684\u898b\u89e3\uff0c\u4ee5\u4fbf\u6211\u5011\u77e5\u9053\u81ea\u5df1\u7684\u4e0d\u8db3\u4e4b\u8655\uff0c\u4e26\u8a2d\u6cd5\u88dc\u6551\u9019\u4e9b\u554f\u984c\u3002\u6211\u5011\u4e0d\u8a8d\u70ba\u9019\u6b21\u5be9\u67e5\u662f\u7a3d\u6838\uff0c\u800c\u662f\u5de5\u4f5c\u4e2d\u5fc5\u7136\u6b77\u7d93\u7684\u4e8b\u7269\u3002\u73fe\u5728\uff0c\u6211\u5011\u7684 DNA \u5c31\u662f\u8981\u63a5\u53d7\u9019\u4e9b\u610f\u898b\u4e26\u5be6\u65bd\u6539\u9032\u3002<\/p>\n

\u6211\u5011\u6709\u5718\u968a\u8ca0\u8cac\u76e3\u7763\u9019\u500b\u904e\u7a0b\uff0c\u4e26\u78ba\u4fdd\u6211\u5011\u4e86\u89e3\u8861\u91cf\u6240\u7528\u7684 700 \u591a\u500b\u6578\u64da\u9ede\u548c 323 \u500b\u696d\u52d9\u529f\u80fd\u3002<\/p>\n

\u7a3d\u6838\u6db5\u84cb\u6211\u5011\u516c\u53f8\u7684\u5927\u90e8\u5206\u9818\u57df\uff0c\u5f9e\u57fa\u672c\u6d41\u7a0b\u9a57\u8b49\u5230\u6211\u5011\u516c\u53f8\u7684\u9858\u666f\u548c\u4f7f\u547d\u3002\u9019\u5176\u4e2d\u6703\u9a57\u8b49\u6211\u5011\u7684\u6240\u6709\u4eba\u54e1\u3001\u6d41\u7a0b\u548c\u6280\u8853\u662f\u5426\u90fd\u7b26\u5408\u696d\u754c\u7684\u6700\u4f73\u5be6\u52d9\u3002\u6211\u5011\u7684\u696d\u52d9\u5408\u4f5c\u5925\u4f34\u4e5f\u53c3\u8207\u8ca1\u52d9\u3001HR\u3001\u884c\u92b7\u3001\u62db\u52df\u3001PM \u548c\u5de5\u7a0b\u3002<\/p>\n

\u7576\u7136\uff0c\u6211\u5011\u6700\u512a\u5148\u8a55\u4f30\u6211\u5011\u7684\u5ba2\u6236\u95dc\u4fc2\uff0c\u4f9d\u64da\u4e00\u7cfb\u5217\u6307\u6a19\u6aa2\u67e5\u6211\u5011\u7684\u670d\u52d9\uff0c\u4f8b\u5982\u4f9d\u64da SLA \u6388\u4e88\u5ba2\u6236\u6b0a\u5229\u3001\u670d\u52d9\u901f\u5ea6\u3001\u89e3\u6c7a\u6642\u9593\uff0c\u5176\u4e2d\u6700\u91cd\u8981\u7684\u662f\u5ba2\u6236\u5728 CSAT \u548c NPS \u65b9\u9762\u7684\u610f\u898b\u3002<\/p>\n

\u6211\u5011\u7684\u505a\u6cd5\u662f\uff0c\u300c\u6211\u5011\u5982\u4f55\u66f4\u52a0\u6539\u9032\uff1f\u300d\u6211\u5011\u958b\u59cb\u5be6\u65bd\u8b8a\u66f4\uff0c\u800c\u4e14\u5168\u5e74\u90fd\u4e0d\u6703\u505c\u6b62\u3002<\/p>\n

\u9019\u662f\u6301\u7e8c\u6539\u9032\u7684\u904e\u7a0b\uff0c\u6211\u5011\u5168\u5fc3\u5168\u610f\u70ba\u5ba2\u6236\u670d\u52d9\u3002\u96a8\u8457\u671f\u671b\u63d0\u9ad8\uff0c\u6211\u5011\u7684\u6240\u6709\u5718\u968a\u90fd\u66f4\u52a0\u52aa\u529b\u4e0d\u61c8\uff0c\u4e26\u6301\u7e8c\u5f15\u9032\u7522\u54c1\u5c08\u696d\u5316\u548c\u6700\u4f73\u5be6\u52d9\u3002\u6240\u6709\u9019\u4e00\u5207\u90fd\u662f\u70ba\u4e86\u7dad\u6301\u6211\u5011\u5feb\u901f\u6210\u9577\u4e26\u8207\u5ba2\u6236\u6301\u7e8c\u8b8a\u5316\u7684\u74b0\u5883\u4fdd\u6301\u540c\u6b65\u3002<\/p>\n

TSIA \u548c J.D. Power \u5353\u8d8a\u734e\u8207\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u5ba2\u6236\u5c0d\u65bc Palo Alto Networks \u7684\u9ad4\u9a57\u76f4\u63a5\u76f8\u95dc\u3002\u9019\u4e9b\u90fd\u662f\u5fc5\u9808\u9054\u6210\u7684\u6975\u9ad8\u696d\u754c\u57fa\u6e96\u3002\u6211\u5011\u5f88\u81ea\u8c6a\u7684\u4e00\u9ede\u662f\u6211\u5011\u5c55\u73fe\u5ba2\u6236\u610f\u60f3\u4e0d\u5230\u7684\u512a\u9ede\uff0c\u4e26\u6a39\u7acb\u4e86\u5176\u4ed6\u516c\u53f8\u5fc5\u9808\u9075\u5faa\u7684\u6a19\u6e96\u3002<\/p>\n

J.D. Power 2021 <\/em>\u5e74\u5168\u7403\u8f14\u52a9\u6280\u8853\u652f\u63f4\u8a8d\u8b49\u8a08\u5283\uff0c\u8207<\/em> TSIA <\/em>\u5171\u540c\u958b\u767c\u3002\u6839\u64da\u6210\u529f\u5b8c\u6210\u7a3d\u6838\uff0c\u4e26\u8d85\u51fa\u5168\u7403\u8f14\u52a9\u652f\u63f4\u4f5c\u696d\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u57fa\u6e96\u3002\u5982\u9700\u4e86\u89e3\u66f4\u591a\u8cc7\u8a0a\uff0c\u8acb\u9020\u8a2a<\/em> www.jdpower.com<\/em><\/a> \u6216<\/em> www.tsia.com<\/em><\/a>\u3002<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

\u9023\u7e8c 7 \u6b21\u9054\u6210\u4efb\u4f55\u4e00\u500b\u76ee\u6a19\u90fd\u5f88\u4e0d\u5bb9\u6613\uff0c\u5c24\u5176\u662f\u6eff\u8db3\u5c64\u51fa\u4e0d\u7aae\u7684\u5ba2\u6236\u9700\u6c42\u3002Palo Alto Networks \u9023\u7e8c\u7b2c 7 \u5e74\u7372\u5f97\u6280\u8853\u670d\u52d9\u7522\u696d\u5354\u6703 (TSIA) \u548c J.D. Power \u9812\u767c\u7684\u51fa\u8272\u5ba2\u6236\u670d\u52d9\u6700\u9ad8\u69ae\u8b7d\u3002 \u5728\u5168\u7403\u8f14\u52a9\u6280\u8853\u652f\u63f4\u65b9\u9762\uff0cPalo Alto Networks \u7372\u5f97 TSIA \u8a55\u5b9a\u70ba\u300c\u51fa\u8272\u300d\uff0c\u4e26\u7372\u5f97 J.D. Power \u8a8d\u53ef\u70ba\u300c\u51fa\u8272\u7684\u5ba2\u6236\u670d\u52d9\u9ad4\u9a57\u300d\u3002\u9019\u6b21\u806f\u5408\u8868\u63da\u8a8d\u53ef Palo Alto Networks \u9023\u7e8c 7 \u5e74\u70ba\u5168\u7403\u5ba2\u6236\u63d0\u4f9b\u512a\u7570\u7684\u8f14\u52a9\u652f\u63f4\u3002 \u6211\u5011\u5f88\u69ae\u5e78\u53c8\u5728\u4e00\u5e74\u5f8c\u7372\u5f97\u5982\u6b64\u7684\u6210\u5c31\u3002\u5176\u5be6\uff0c\u5c07\u9019\u9805\u6210\u5c31\u653e\u5728\u8108\u7d61\u4e2d\u5f88\u6709\u6311\u6230\u6027\u3002\u9019\u4e0d\u50c5\u50c5\u662f\u56e0\u70ba\u6211\u5011\u7a4d\u6975\u64f4\u5927\u6211\u5011\u7684\u4e00\u9023\u4e32\u6210\u5c31\u6240\u81f4\u3002\u5982\u6b64\u7684\u8a8d\u53ef\u8b49\u660e\u4e86\u6211\u5011\u4eca\u5e74\u518d\u6b21\u52aa\u529b\u4e0d\u61c8\u3002\u6211\u5011\u70ba\u5ba2\u6236\u63d0\u4f9b\u7684\u670d\u52d9\u9054\u5230\u5982\u6b64\u7684\u9ad8\u6a19\u6e96\uff0c\u5728\u6211\u5011\u5354\u52a9\u5ba2\u6236\u8b8a\u5f97\u66f4\u52a0\u5b89\u5168\u7684\u540c\u6642\u78ba\u4fdd\u5ba2\u6236\u7372\u5f97\u6700\u597d\u7684\u9ad4\u9a57\u3002 \u5c0d\u65bc TSIA\uff0c\u6211\u5011\u5728\u6838\u5fc3\u3001\u8f14\u52a9\u652f\u63f4\u3001\u81ea\u52a9\u670d\u52d9\u548c\u5916\u5305\u5408\u4f5c\u5925\u4f34\u7ba1\u7406\u9019\u56db\u500b\u4e3b\u8981\u9818\u57df\u5747\u8d85\u904e\u696d\u754c\u57fa\u6e96 10% …<\/p>\n","protected":false},"author":563,"featured_media":142366,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3543],"tags":[],"coauthors":[6989],"class_list":["post-144151","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-3543"],"jetpack_featured_media_url":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-content\/uploads\/2021\/09\/Explaining.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/posts\/144151","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/users\/563"}],"replies":[{"embeddable":true,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/comments?post=144151"}],"version-history":[{"count":1,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/posts\/144151\/revisions"}],"predecessor-version":[{"id":144152,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/posts\/144151\/revisions\/144152"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/media\/142366"}],"wp:attachment":[{"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/media?parent=144151"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/categories?post=144151"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/tags?post=144151"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/origin-researchcenter.paloaltonetworks.com\/blog\/wp-json\/wp\/v2\/coauthors?post=144151"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}