JP4347773B2 - Customer service equipment and customer service program - Google Patents

Description

  The present invention relates to a customer service apparatus used in a call center or the like, and a customer service program.

Currently, techniques for improving various operations in a call center are disclosed in various documents (for example, see Patent Document 1).
JP 2002-230269 A

The present applicant has also provided products (systems) used in call centers.
The product stores a table that stores customer information (customer's customer name, customer's phone number, customer's address, etc.) (hereinafter referred to as the customer master management table), and records of customer calls. A table (hereinafter referred to as an activity slip management table) is provided.
When the customer calls the call center, a screen for identifying the customer is displayed first. Then, the call center operator asks customer information such as the customer name to the customer who has called the call center, and inputs the customer information on the screen. On the system side, using the entered customer information, the customer master management table is searched for a customer who has made a call.
After the search, the customer information of the customer found as a result of the search is taken over and the screen changes to the activity slip screen. In other words, the display screen is switched from the screen for specifying the customer to the screen for the activity slip. Then, the operator uses the screen of the activity slip to input a response record related to the customer who made a call on the screen. The response record entered on this screen is registered and held in the activity slip management table.

After the customer search, etc. is completed, the screen is switched from the screen for specifying the customer to the screen for the activity slip. It is impossible to shift to the work performed on the screen, and the operator's work is delayed.
As an example in which such a situation occurs, there is a case where the customer has an atmosphere in which the content of the inquiry is a complaint about a product defect or the like, and the operator is difficult to ask the customer for customer information.

  Therefore, the present invention enables the operator to respond to the customer who made the call and record the activity slip even before the call center operator knows the customer information of the customer who made the call. It is an object of the present invention to provide a customer service device and a customer service program that enable smooth execution of the service.

  The customer service apparatus of the present invention is a customer master management table (4) for storing customer information of a customer who has made a call to a call center, and a screen for inputting a response record for the customer who has made a call, An activity slip screen having a customer search button and a customer registration button, a screen for searching the customer master management table for a customer who has made a call, and a first return button for returning to the activity slip screen A customer information search screen having a second return button for returning to the activity slip screen, and a screen for registering customer information of the customer who has made a call in the customer master management table. Display means (2) for displaying the screen and screen switching means (3) for switching the display contents of the display means. When there is a call from the call center to the call center, the display of the activity slip is displayed on the display means, and the display content of the display means is changed from the screen of the activity slip to the customer information search screen based on the operator's operation on the customer search button. Switching, the display content of the display means is switched from the customer information search screen to the activity slip screen based on the operator's operation on the first return button, and the display means display is based on the operator's operation on the customer registration button. The content is switched from the screen of the activity slip to the screen of customer information registration, and the display content of the display means is switched from the screen of customer information registration to the screen of the activity slip based on the operation of the operator with respect to the second return button. It is characterized by that.

  In the above customer service apparatus, the activity slip screen has an input area for inputting customer customer information and a save button, and stores customer customer information for a call center. And a registration means (11) for registering the input contents of the input area in the customer information management table based on an operator's operation on the save button. .

  The customer service program of the present invention is a screen for inputting a customer master management table (4) for storing customer information of a customer who makes a call to a call center and a response record for the customer who makes a call. A screen of an activity slip having a customer search button and a customer registration button, a screen for searching the customer master management table for a customer who has made a call, and a first return for returning to the screen of the activity slip A customer information search screen having a button, and a customer having a second return button for returning to the activity slip screen, which is a screen for registering customer information of a customer who has made a call in the customer master management table A display means (2) for displaying an information registration screen and a screen switching means (3) for switching display contents of the display means. The screen switching means displays the screen of the activity slip on the display means when a call is made from the customer to the call center, and the display content of the display means is displayed on the activity slip based on the operator's operation on the customer search button. The screen is switched from the screen to the customer information search screen, and the display content of the display means is switched from the customer information search screen to the activity slip screen based on the operator's operation with respect to the first return button. The display content of the display means is switched from the screen of the activity slip to the customer information registration screen based on the operation of, and the display content of the display means is switched to the customer information registration screen based on the operator's operation on the second return button. To the screen of the activity slip.

  In the above customer service program, the activity slip screen is provided with an input area for inputting customer customer information and a save button, and stores customer customer information for the call center. The computer further functions as a customer information management table (7) to be registered and a registration means (11) for registering the input contents of the input area in the customer information management table based on an operator's operation on the save button. To do.

  It should be noted that “(sign)” referred to in this column only exemplifies a corresponding configuration in a column (the best mode for carrying out the invention) to be described later, and does not indicate any claim in the claims. The interpretation is not limited.

  According to the present invention, since the screen of the activity slip is displayed on the screen as the initial screen, even before the operator knows the customer information of the customer who calls the call center, the operator responds to the customer and the activity slip is displayed. Can be recorded. Therefore, since the customer's customer information cannot be heard as in the prior art, the operator's work is not delayed and the business can be performed smoothly.

  Hereinafter, preferred embodiments of the present invention will be described with reference to the drawings.

  First, the function of the customer service apparatus in the embodiment of the present invention will be described with reference to FIG. FIG. 1 is a functional block diagram showing functions of the customer service apparatus in the present embodiment. However, in the present embodiment, functions necessary for customer search, customer registration, and reception record registration will be described.

  As shown in FIG. 1, the customer service apparatus includes an input unit 1, a display unit 2, a screen switching unit 3, a customer master management table 4, an activity slip management table 5, a screen information storage unit 6, a customer information management table 7, a customer Each unit functions as a master search unit 8, a customer master registration unit 9, an activity slip registration unit 10, and a customer information registration unit 11.

  The input unit 1 is composed of, for example, a keyboard and a pointing device. The input unit 1 is used, for example, for an operator to input a value on each screen shown in FIGS. 2 to 4 described later and click a button.

  The display unit 2 is configured by a liquid crystal display, for example, and displays, for example, screens shown as examples in FIGS. 2 to 4. Hereinafter, each screen displayed in FIGS. 2 to 4 will be described.

First, FIG. 2 will be described. FIG. 2 shows an activity slip screen (hereinafter referred to as an activity slip screen). The activity slip screen is a screen for an operator to register a response record, and is a screen that is first displayed when a customer makes an inquiry.
As shown in FIG. 2, the activity slip screen has an input area (hereinafter referred to as a response record input area) 1A for an operator to input a response record.

  The activity slip screen has an input area (hereinafter referred to as a personal information input area) 1B for inputting personal information (customer information) of a customer who has called the call center. The personal information input in the personal information input area 1B includes the customer's name (phonetic), name (kanji), postal code, address, telephone number, fax number, and mail address. In addition, there are “address 1” and “address 2” as fields for inputting an address, and the operator inputs one address using both. Note that a table (not shown) (hereinafter referred to as an address management table) for storing the postal code and the corresponding address in association with each other is prepared, and the operator uses the input unit 1 to select the “specify address from postal code” button. When is clicked, the address management table is searched using the input zip code, and the address stored in the address management table corresponding to the input zip code is displayed in the input field of “Address 1”. It will be.

  The activity slip screen has a “save” button 1C. When the “save” button 1C is clicked by the operator using the input unit 1, the input contents of the response record input area 1A are registered and saved in the activity slip management table 5, and the personal information input area 1B is input. The contents are registered and stored in the customer information management table 7. However, if only part of the information is input to the response recording input area 1A or the personal information input area 1B, only a part of the input is stored.

  The activity slip screen has a “customer search” button 1D. When the “customer search” button 1D is clicked by the operator using the input unit 1, the display content of the display unit 2 is switched from the activity slip screen to the customer information search screen (see FIG. 3). At this time, the input content of the personal information input area 1B is taken over by the customer information search screen (see FIG. 3).

  The activity slip screen has a “customer registration” button 1E. When the “customer registration” button 1E is clicked by the operator using the input unit 1, the display content of the display unit 2 is switched from the activity slip screen to the customer information registration screen (see FIG. 4). At this time, the input contents of the personal information input area 1B are transferred to the customer information registration screen (see FIG. 4) in FIG.

  Next, FIG. 3 will be described. FIG. 3 shows a customer information search screen (hereinafter referred to as a customer information search screen). The customer information search screen is a screen used when searching for information related to a customer who calls the call center (such as information obtained when a customer calls the call center before). As described above, when the “customer search” button 1D in the activity slip screen of FIG. 2 is clicked, the screen is switched from the activity slip screen and displayed on the display unit 2.

The customer information search screen has an input area (hereinafter referred to as a search condition input area) 2A for inputting search conditions. At the stage when the display content of the display unit 2 is switched from the activity slip screen to the customer information search screen, the input content of the personal information input region 1B of the activity slip screen is taken over and displayed in the search condition input region 2A. Then, the operator uses the input unit 1 as appropriate to add or change the search condition in the search condition input area 2A.
As search conditions to be entered in the search condition input area 2A, name (phonetic), name (kanji), customer number, telephone number, postal code, address (part of the address corresponding to “address 1” on the activity slip screen) There is an email address, and a fax number. Note that not all items in the search condition input area 2A need to be input when a “search” button 2B described later is clicked.

  The customer information search screen includes a “search button” 2B. When the “search” button 2B is clicked by the operator using the input unit 1, the customer master is used by using the search condition (or a part of the input if only a part is input) in the search condition input area 2 </ b> A. Customers that match the search conditions in the management table 4 are searched.

The customer information search screen includes a display area (hereinafter referred to as a result list display area) 2C that displays a list of search results including names (kanji), names (phonetic), and the like. The search result displayed in the result list display area 2C is a search result based on the search condition in the search condition input area 2A. When the operator clicks the “search” button 2B using the input unit 1 Search is performed and displayed.
In the result list display area 2C, buttons 2c corresponding to the respective customers displayed in the list are provided. By using the buttons 2c, the operator selects a customer who wants to know details from the list displayed customers. It is possible to do.

  The customer information search screen includes an area (hereinafter referred to as a customer information confirmation area) 2D for confirming details of customer information. The customer information displayed in the customer information confirmation area 2D relates to the customer corresponding to the button 2c in the result list display area 2C clicked by the operator using the input unit 1, and is a search result customer master management. It was obtained from Table 4. The customer information displayed in the customer information confirmation area 2D includes a customer number, name (kana), name (kanji), postal code, address, telephone number, mail address, and fax number. However, each customer information can be added and changed also in the customer information confirmation area of the customer information search screen. By clicking the “Save” button in FIG. 3, the customer master management table 4 becomes the customer information confirmation area. Updated to 2D input content.

The customer information search screen includes a “return to reception record” button 2E. When the operator clicks on the “Return to Response Recording” button 2E using the input unit 1, the display content of the display unit 2 is switched from the customer information search screen to the activity slip screen (see FIG. 3).
By using the “customer search” button 1D on the activity slip screen and the “return to response record” button 2E on the customer information search screen, the activity slip screen is changed to the customer information search screen (the screen is switched). The information search screen is transited to the activity slip screen, that is, it is possible to return to the activity slip screen. For this reason, the customer information of the customer who calls the call center by the operator can be searched at an arbitrary timing, and the degree of freedom of the timing for searching the customer information is high.

  Further, FIG. 4 will be described. FIG. 4 is a customer information registration screen (hereinafter referred to as a customer information registration screen). The customer information registration screen is a screen used when the customer information of the customer who has called the call center by the operator is registered in the customer master management table 4. As described above, when the “customer registration” button 1E in the activity slip screen of FIG. 2 is clicked, the screen is switched from the activity slip screen and displayed on the display unit 2.

On the customer information registration screen, there is a “return to reception record” button 3A. When the operator clicks the “Return to Response Recording” button 3A using the input unit 1, the display content of the display unit 2 is switched from the customer information registration screen to the activity slip screen (see FIG. 3). For example, the “return to response record” button 3A is used when the user has moved to the customer information registration screen but returns to the activity slip screen without registering customer information.
The customer information registration screen has an input area (hereinafter referred to as a customer information registration area) 3B for inputting customer customer information. When the display content of the display unit 2 is switched from the activity slip screen to the customer information registration screen, the input content of the personal information input region 1B of the activity slip screen is taken over and displayed in the customer information registration region 3B. Then, the operator uses the input unit 1 to add and change customer information in the customer information registration area 3B.
The customer information in the customer information registration area 3B includes a customer number, name (kana), name (kanji), postal code, address, telephone number, mail address, and fax number.

The customer information registration screen includes a “save” button 3C. When the operator clicks the “save” button 3 </ b> C using the input unit 1, the input content of the customer information registration area 3 </ b> B is registered in the customer master management table 4.
The customer information registration screen includes a “confirm” button 3D. When the “confirm” button 3D is clicked by the operator using the input unit 1, the display content of the display unit 2 is switched from the customer information registration screen to the activity slip screen (see FIG. 2).
By using the “customer registration” button 1E on the activity slip screen and the “confirm” button 3D on the customer information registration screen, the activity slip screen is changed to the customer information registration screen (the screen is switched), and the customer information registration screen is displayed. Transition to the activity slip screen, that is, it is possible to return to the activity slip screen. For this reason, the customer information of the customer who calls the call center by the operator can be registered at an arbitrary timing, and the flexibility of the timing for registering the customer information is high.

The screen switching unit 3 switches the display content displayed on the display unit 2 using the storage content of the screen information storage unit 6.
In the present embodiment, the screen switching unit 3 changes the initial screen of the display unit 2 to the activity slip screen when the customer calls the call center.
When detecting that the “customer search” button 1D in the activity slip screen is clicked, the screen switching unit 3 switches the display content of the display unit 2 from the activity slip screen to the customer information search screen. When it is detected that the “customer registration” button 1E in the activity slip screen is clicked, the display content of the display unit 2 is switched from the activity slip screen to the customer information registration screen.
When the screen switching unit 3 detects that the “return to response recording” button 2E in the customer information search screen is clicked, the screen switching unit 3 switches the display content of the display unit 2 from the customer information search screen to the activity slip screen.
When detecting that the “confirm” button 3D in the customer information registration screen is clicked, the screen switching unit 3 switches the display content of the display unit 2 from the customer information registration screen to the activity slip screen.

The customer master management table 4 is a table for storing customer customer information, and its outline is shown in FIG. FIG. 5 shows a customer master management table.
In the customer master management table 4 shown in FIG. 5 as an example, the field items correspond to the input items of the customer information registration area 3B in the customer information registration screen and the customer information confirmation area 2D in the customer information search screen. There are customer number, name (kana), name (kanji), and so on. The type is information indicating whether the item (telephone number, e-mail address, FAX number) in the previous field is for a company or home.

The activity slip management table 5 is a table for storing a response record related to a customer who calls the call center, and its outline is shown in FIG. FIG. 6 is a diagram showing an activity slip management table.
In the activity slip management table 5 shown in FIG. 6 as an example, the items of the field include the response record number, each item (inquiry category, priority, etc.) in the response record input area 1A in the activity slip screen.

The screen information storage unit 6 stores information such as the layout relating to the activity slip screen of FIG. 2, the customer information search screen of FIG. 3, and the customer information registration screen of FIG.
The customer information management table 7 is a table for storing customer customer information, and its outline is shown in FIG. FIG. 7 shows a customer information management table.
The customer information management table 7 shown as an example in FIG. 7 includes items in the personal information input area 1B in the activity slip screen (name (kana), name (kanji), etc.), etc. as items in the field.
However, the customer information management table 7 also stores customer information of customers who have called the call center and are not registered and stored (mastered) in the customer master management table 4. For this reason, by referring to the stored contents of the customer information management table 7, the operator can call back to customers who are not stored in the customer master management table 4.

When the customer master search unit 8 detects that the “search” button 2B in the customer information search screen of FIG. 3 has been clicked by the operator using the input unit 1, the customer master search unit 8 uses the input contents of the search condition input area 2A. Then, the customer master management table 4 is searched to search for items that match the input contents of the search condition input area 2A. This search result is displayed in the result list display area 2C.
When the customer master search unit 8 detects that any button 2c in the result list display area 2C has been clicked, the clicked button 2c that has been searched and acquired in the customer master management table 4 is acquired. The process of displaying the details of the customer information of the customer corresponding to is displayed in the customer information confirmation area 2D.

  When the customer master registration unit 9 detects that the operator clicks the “save” button 3C in the customer information registration screen of FIG. 4 using the input unit 1, the customer master registration unit 9 stores the input contents of the customer information registration area 3B. Register in the management table 4. As a result, customer information of the customer obtained from the customer who has called the call center is stored in the customer master management table 4.

  When the activity slip registration unit 10 detects that the operator has clicked the “Save” button 1C in the activity slip screen of FIG. 2 using the input unit 1, the customer's customer number, reception record number, and response record input are input. The input contents in the area 1A are registered in the activity slip management table 5. As a result, the response record is stored in the activity slip management table 5. For example, when the customer calls the call center, the response record number can be sequentially incremented by one.

  When the customer information registration unit 11 detects that the operator has clicked the “save” button 1C in the activity slip screen of FIG. 2 using the input unit 1, the customer information registration unit 11 converts the input content in the personal information input area 1B to the customer information. Register in the management table 7. As a result, the customer information of the customer is stored in the customer information management table 7.

Hereinafter, an outline of the operation of the customer service apparatus whose function is described with reference to FIGS. 1 to 7 will be described with reference to FIG. FIG. 8 is a diagram for explaining the operation of the customer service apparatus of FIG.
First, a case where neither customer information search nor customer information master registration is performed will be described.
When a call is received from a customer at the call center, an activity slip screen Dis1 is displayed on the display unit 2. The call center operator inputs the response record for the customer who has called the call center in the response record input area 1A in the activity slip screen Dis1, and can hear the customer information such as the customer name from the customer. The customer information is input to the personal information input area 1B. After the input of the response record is completed, the operator clicks the “save” button 1C in the activity slip screen Dis1, and the input contents of the response record input area 1A are managed by the function of the activity slip registration unit 10 as an activity slip management. The contents stored in the table 5 are stored in the customer information management table 7 by the function of the customer information registration unit 11 (A).

Next, description will be made regarding a case where a customer makes an inquiry to the call center and retrieves customer information of the customer who made the inquiry. Here, a case is described in which the customer information search screen Dis2 is entered after inputting a response record or the like, but the customer information search screen Dis2 can also be visited at an operator's favorite timing. For example, when no response record is input, when a part of the response record is input, after clicking the save button 1C.
When a call is received from a customer at the call center, an activity slip screen Dis1 is displayed on the display unit 2. The operator of the call center inputs the response record for the customer who makes a call into the response record input area 1A in the activity slip screen Dis1, and also inputs the personal information heard from the customer into the personal information input area 1B. Thereafter, the operator clicks the “customer search” button 1D in the activity slip screen Dis1 in order to search for customer information of the customer who has made a phone call, whereby the display content of the display unit 2 is changed to that of the screen switching unit 3. By the function, the activity slip screen Dis1 is switched to the customer information search screen Dis2 (B).

  The operator inputs a search condition in the search condition input area 2A in the customer information search screen Dis2. After the input is completed, the operator clicks the “search” button 2B in the customer information search screen Dis2, and the customer in the customer master management table 4 that matches the input content in the search condition input area 2A is searched for the customer master. Search is performed by the function of the unit 8 (C). The search result is displayed in the result list display area 2C. When the button 2c is clicked, customer information of the customer corresponding to the clicked button 2c is displayed in the customer information confirmation area 2D. After the confirmation, the operator clicks a “return to response record” button 2E, whereby the display content of the display unit 2 is switched from the customer information search screen Dis2 to the activity slip screen Dis1 by the function of the screen switching unit 3 (D).

  The operator clicks the “save” button 1C in the activity slip screen Dis1, and thereby the input contents of the response record input area 1A are saved in the activity slip management table 5 by the function of the activity slip registration unit 10, and the personal information input area The input contents 1B are stored in the customer information management table 7 by the function of the customer information registration unit 11 (A).

In addition, a case where a customer receives an inquiry at the call center and the customer information of the customer who has inquired is registered as a master is described. Here, a case is described in which the customer information registration screen Dis3 is entered after the reception record or the like is input, but the customer information registration screen Dis3 can be visited at any timing of the operator. For example, when no response record is input, when a part of the response record is input, after clicking the save button 1C.
When a call is received from a customer at the call center, an activity slip screen Dis1 is displayed on the display unit 2. The operator of the call center inputs the response record for the customer who makes a call into the response record input area 1A in the activity slip screen Dis1, and also inputs the personal information heard from the customer into the personal information input area 1B. Thereafter, the operator clicks the “customer registration” button 1E in the activity slip screen Dis1 in order to register the customer information of the customer who has made a call in the customer master management table 4 (to make it master), thereby The display content of the display unit 2 is switched from the activity slip screen Dis1 to the customer information registration screen Dis3 by the function of the screen switching unit 3 (E).

  The operator adds or changes customer information in the customer information input area 3B in the customer information registration screen Dis3. Thereafter, the operator clicks the “save” button 2C in the customer information registration screen Dis3, and thereby the input contents of the customer information input area 2B are stored in the customer information management table 7 by the function of the customer master registration unit 9 ( F). Subsequently, the operator clicks the “confirm” button 3D, whereby the display content of the display unit 2 is switched from the customer information registration screen Dis3 to the activity slip screen Dis1 by the function of the screen switching unit 3 (G).

  The operator clicks the “save” button 1C in the activity slip screen Dis1, thereby the input contents of the response record input area 1A are saved in the activity slip management table 5 by the function of the activity slip registration unit 10, and the personal information input area The input contents 1B are stored in the customer information management table 7 by the function of the customer information registration unit 11 (A).

As described above, according to the present embodiment, when a call is made from a customer to the call center, the activity slip screen is first displayed, so even before knowing the customer's customer name, etc. The operator can continue to work such as inputting a response record for the customer who made the call.
In addition, the “customer search” button 1D on the activity slip screen and the “return to reception record” button 2E on the customer information search screen can be used to go from the activity slip screen to the customer information search screen and return to the activity slip screen. Therefore, the degree of freedom of the timing at which the operator searches for customer information is high.
Furthermore, since the “customer registration” button 1E on the activity slip screen and the “confirm” button 3D on the customer information registration screen can be used to go from the activity slip screen to the customer information registration screen and return to the activity slip screen, There is a high degree of freedom in the timing at which the operator registers customer information.

Furthermore, since it is not always necessary to store (masterize) the customer information of the customer who has called the call center in the customer master management table 4, the apparatus is flexible with respect to registration of the customer master management table 4. .
Furthermore, since the customer information management table 7 is provided, it is possible to call back to customers who do not need to register customer information in the customer master management table 4 (no need to master).

  The preferred embodiments of the present invention have been described above. However, the present invention is not limited to the above-described embodiments, and various design changes can be made as long as they are described in the claims.

  A program for realizing the functions of the above-described processing units is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read into a computer system and executed to perform the above-described various processes. Also good. The “computer system” here includes an OS and hardware such as peripheral devices. The “computer system” includes a WWW system having a homepage providing environment (or display environment). The “computer-readable recording medium” refers to a storage device such as a flexible medium, a magneto-optical disk, a portable medium such as a ROM and a CD-ROM, and a hard disk incorporated in a computer system. Further, the “computer-readable recording medium” refers to a volatile memory (RAM) in a computer system that becomes a server or a client when a program is transmitted via a network such as the Internet or a communication line such as a telephone line. In addition, those holding programs for a certain period of time are also included.

  The program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the “transmission medium” for transmitting the program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line. The program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.

The functional block diagram which shows the function of the customer reception apparatus in embodiment of this invention. The figure which shows the activity slip screen displayed on the display part of FIG. The figure which shows the customer information search screen displayed on the display part of FIG. The figure which shows the customer information registration screen displayed on the display part of FIG. The figure which shows the customer master management table of FIG. The figure which shows the activity slip management table of FIG. The figure which shows the customer information management table of FIG. The figure for demonstrating operation | movement of the customer reception apparatus of FIG.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Input part 2 Display part 3 Display switching part 4 Customer master management table 5 Activity slip management table 6 Screen information storage part 7 Customer information management table 8 Customer master search part 9 Customer master registration part 10 Activity slip registration part 11 Customer information registration part

Claims (2)

A customer master management table for storing customer information of customers who call the call center;
A customer information management table for storing customer information of customers who have called the call center;
A screen for inputting a response record to a customer who has made a call, an activity slip screen having a customer search button, a customer registration button, an input area for inputting customer information of the customer, and a first save button ; A customer information search screen having a first return button for searching the customer master management table for a customer who has made a call and having a first return button for returning to the activity slip screen; A screen for registering information in the customer master management table, a second save button for registering the input customer information in the customer master management table, and a second return button for returning to the activity slip screen Display means for displaying a customer information registration screen having:
Screen switching means for switching display contents of the display means;
Registration means for registering the input content of the input area in the customer information management table based on an operator's operation on the first save button;
With
The screen switching means
When there is a call from the customer to the call center, the screen of the activity slip is displayed on the display means,
Based on the operation of the operator for the customer search button, the display content of the display means is switched from the screen of the activity slip to the screen of customer information search,
Based on the operator's operation on the first return button, the display content of the display means is switched from the customer information search screen to the activity slip screen,
Based on the operation of the operator for the customer registration button, the display content of the display means is switched from the screen of the activity slip to the screen of customer information registration,
Only the customer information entered in the customer information registration screen based on the operation of the operator for the second save button is registered in the customer master management table,
Based on the operator's operation on the second return button, the display content of the display means is switched from the customer information registration screen to the activity slip screen.
A customer service device characterized by that. Computer
Customer master management table that stores customer information of customers who call the call center,
A customer information management table for storing customer information of customers who have called the call center;
A screen for inputting a response record to a customer who has made a call, an activity slip screen having a customer search button, a customer registration button, an input area for inputting customer information of the customer, and a first save button ; A customer information search screen having a first return button for searching the customer master management table for a customer who has made a call and having a first return button for returning to the activity slip screen; A screen for registering information in the customer master management table, having a save button for registering the inputted customer information in the customer master management table and a second return button for returning to the screen of the activity slip Display means for displaying a customer information registration screen; and screen switching means for switching display contents of the display means;
Registration means for registering the input contents of the input area in the customer information management table based on an operator's operation on the first save button;
Function as
The screen switching means
When there is a call from the customer to the call center, the screen of the activity slip is displayed on the display means,
Based on the operation of the operator for the customer search button, the display content of the display means is switched from the screen of the activity slip to the screen of customer information search,
Based on the operator's operation on the first return button, the display content of the display means is switched from the customer information search screen to the activity slip screen,
Based on the operation of the operator for the customer registration button, the display content of the display means is switched from the screen of the activity slip to the screen of customer information registration,
Only the customer information entered on the customer information registration screen based on the operator's operation on the save button is registered in the customer master management table,
Based on the operator's operation on the second return button, the display content of the display means is switched from the customer information registration screen to the activity slip screen.
A customer service program characterized by this.

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