Customer information management
Customer information entry
Collect basic customer information
Name, contact information
Travel preferences, past travel records
Create customer profile
Electronic storage of customer information
Classify and manage different types of customers
Customer information update
Regularly update customer contact information
Ensure information accuracy
Facilitate subsequent communication
Record customer feedback and complaints
As a basis for service quality improvement
For customer satisfaction analysis
After-sales service request processing
Receive customer after-sales requests
Receive via phone, email, online form, etc.
Ensure multi-channel coverage
Provide quick response mechanism
Logging request details
Keep detailed records of customer issues and needs
Facilitates follow-up and processing
Request classification and allocation
Assigned to the appropriate department based on request type
Improve processing efficiency
Set priority
General issues are dealt with in order
After-sales service tracking and feedback
Regularly follow up on processing progress
Report current processing status to client
Internal regular inspection
Ensure issues are resolved on time
Collect customer feedback
Satisfaction survey after request resolution
Understand customer satisfaction with services
Collect suggestions for improvement
Record feedback results
As a basis for service quality assessment
For internal training and process optimization
Problem Solving and Closing the Loop
problem solving
Provide solutions or alternatives
Ensure customer issues are substantively resolved
Provide alternatives to meet customer needs
Complete service record
Record the problem-solving process and results in detail
Easy for future reference and analysis
Service closed loop
Confirm customer satisfaction
Ensure customer issues are completely resolved
Update customer profile
Record this service experience
for future service personalization
After-sales service quality assessment
Regular service quality assessment
Identify service trends through data analysis
Identify common problems in the service
Evaluate the effectiveness of service improvements
customer satisfaction survey
Understand customer feelings through questionnaires or interviews
Collect opinions and suggestions for improvements
Internal audit and training
Regular audit service process
Ensure service processes meet standards
Identify and resolve problems in the process
Organize after-sales service training
Improve professional skills of service personnel
Enhance the team’s service awareness
Customer relationship maintenance
Regular customer care activities
Holiday greetings, birthday wishes
Provide travel discount information
Increase customer stickiness
Customer loyalty management
Points reward system
Points are awarded based on consumption amount or frequency
Points can be redeemed for gifts or services
Special services for VIP customers
Provide exclusive services to high-value customers
Improve customer satisfaction and loyalty
Technical support and upgrades
Software feature updates
Function optimization based on user feedback
Improve software usability and functionality
Meet changing business needs
Regular technical maintenance
Ensure software runs stably
Prevent potential technical issues
User training and support
Provide online help documentation and tutorials
Help users quickly master the use of software
Set up technical support hotline
Solve problems encountered by users during use
Provide immediate technical support
Data security and privacy protection
Implement data encryption measures
Protect customer information from illegal access
Ensure data transmission and storage are secure
Comply with relevant laws and regulations
Conduct regular security audits
Check for potential security vulnerabilities
Fix discovered problems promptly
Privacy Policy Development and Implementation
Clarify the rules for use of customer information
Enhance customers' trust in the company
Avoid the risk of privacy leakage
Train employees to comply with privacy policies
Raise employees’ awareness of privacy protection
Ensure policies are effectively implemented