材料 作文 议论文范文1：谈“捡”前几日，听到这么一件事。某君偶拾一物，藏入家中。数日后，失主找上门来，某君不但不还，还理直气壮地说：“那不是偷的，不是抢的，是我捡的!”好一个“捡的”!乍一听，似乎真是理直气壮，颇有点冠冕堂皇。是啊，“捡的”好像和“偷的”、“抢的”相去甚远，因为那“捡”不是偷偷摸摸，不是恐吓强迫，而是“光明正大”，不费吹灰之力。且也未见“捡”者上庭入狱，挨拳早打。由此看来，“捡”可真是一个一本万利的好买卖了!不过，以上的想法虽很美妙，但可惜破绽太多。细细一想，即可知道“捡”与“偷”，与“抢”一样，用的是白取之法，图的是不劳而获之利，只不过这“捡”字多了件“合法”的外衣罢了。“捡”是一种不劳而获的思想，是小市民阶层的作风。它的危害可不小：其一，损害他人。“检”到财物，捡者得了利益，自然沾沾自喜，却不顾失主心急如焚。若是细物倒也算了，倘是影响他人一生命运的东西，岂不就等于谋财害命?其二，终将害己。“检”者偶一得手，便有庆幸好运之感。长此下去，不劳而获的思想就会在脑中扎根。轻者，就像《守株待兔》中的农夫一样耽误光阴，浪费生命，重者，就会走上违法犯罪的道路。其三，败坏风气。正因为“捡”表面上似乎与“偷”、“抢”相去甚远，所以其危害更大。若是人人仿效，都不思劳作，那么，只能导致道德沦丧，民风、社会风气的败坏。以此观之，“捡”的危害是十分大的，切不可掉以轻心。因此，我们应该行动起来，向这种“捡”开战，以建设起社会主义精神文明。材料作文议论文范文2：义，今何在自古，中国便是一个坚守道义的国家。孔子最早提出了“义”：“四维不张，国乃灭亡。何谓四维?一曰礼，二曰义，三曰廉，四曰耻。”在春秋战国时期，义得到了最充分的发展。春秋战国多侠士，他们可以为国为民，舍生取义;可以知恩图报，不惧一死;可以为素不相识的人只因“激于义”而挥剑上前，哪怕付出的是自己的性命。侠士不一定是武功盖世，但他们的心中一定有着自己的信仰，忠诚于自己的义。而在经济迅速发展的今天，在人们的生活日益富足的同时，我们是否会感到，社会上缺失了一些东西，它们名为忠诚、善良、坚持……它们有着一个共同的名字——义。当你因被好友出卖而心痛不已时，你也许如背中暗箭，愤怒质问，但你的好友也有自己的好友。许诺时的信誓旦旦，转身后的欢喜奔走，只余一人伤心流泪。不因为何，只因当今的社会缺失了人与人之间的忠诚。自利的现实让人与人之间披上了保护色，好似一层看不见的房，将人心阻隔。缺少应有的忠诚，社会将越来越冷淡，即使在温室效应的现在，也会全球变冷。当你因意外而摔倒在地时，你是渴望有人伸出双手，还是盘算着“扶起金额”?柏油路刺骨的温度传递到身上，心难道不会期待温暖;等待善良吗?善良的外延很广，似乎普天之下任何一件举手之劳的小事都可以用善良来完成，但真正心存善良的人又有多少?没有人敢说自己全身心的善良，但每个人的遗传因子都隐藏着它，和罪恶一样，不去触发，不会萌生。善良，其实很简单。当你在生活中遇到无数坎儿时，你是咬咬牙坚持下去，还是叹口气就放弃。也许认为无能为力，也许认为无论付出多大的努力最终还是会输，但，那有啥?人不会输，输的只有自己，放弃才算是输，只要没有放弃，只要还活着，就永远没有“最终”。坚持走下去，哪怕暂时被打败，但那又如何?胜利总会来临。但现在，还有多少人明白坚持，有多少人因无力坚持而走上歧路，背叛了义?谁也无从知道。是的，可能钱币装满了人们的口袋，却填不上人空虚的心;可能贫穷会使人衣衫褴褛，却不能让人心灵痛苦。泰戈尔说过：“信仰是个鸟儿，黎明还是黝黑时，就触着曙光而讴歌了。”义，就是信仰，它永远在人的内心深处，等待着人的坚持。义，其实无时不有，无处不在。材料作文议论文范文3：网络是两面派现在时代可能流行的就是网络了，大多数的男女老少都沉迷在电脑游戏之中。但是任何事情都有它的两面性——好与不好。网络有它的好的一面也有它不好的一面。比如我看见过一条新闻报导：一个小孩子的爸爸妈妈在外地打工，他在奶奶家里生活。奶奶身上的钱只够生活费，奶奶不肯给钱他去上网，他只好去偷奶奶的钱。奶奶知道了，把钱收回了袋子里。他问奶奶要，奶奶不肯给，小男孩用一把刀，把奶奶给杀。后来小男孩被警察以杀人罪抓了。网络不但危害人，还会有不良的信息，还会影响视力，对中小学生的脊柱更是没有好的，还有许多小学生在网吧玩游戏，家长不知道，更是会影响孩子的身心健康。其实，网络也是有不少的好处。如果你有不懂的知识可以上网查资料，上网还可使我们人人的联系都方便起来。可以在大考和小考前放松自己的心情，不让自己太紧张。另外上网购物也挺方便的，而且又便宜实惠。我还听别人说过有些地区诞生了“绿色网吧”呢!没有什么不健康的内容。我挺喜欢这种“绿色网吧”的。任何事物都有它的两面性。网吧也一样，这就是网络的两面性，网络就是两面派。材料作文议论文范文4：炒作现在想要出名似乎是一件很容易的事，在网上我们也经常看到一些不甘于平凡的哥哥姐姐们大秀他们的主场，尽管芙蓉姐姐样貌不佳，但她红了，尽管凤姐平庸至极，但她“火”了，皆因炸作。大家都知道媒体的威力，它的特点就是快准狠，还有就是具有可以捧你上天也可轰你下地的整人本领。一旦被媒体盯上，你的一言一行都会被放在放大镜下细细观察，若是稍有差池，运气好的话，一夜爆红，身价直线上升，若是运气差，那你等着被炮轰吧。炒作分两种，一种自发地，有意识地炒作，一种则是毫无意识，完全在别人推波助澜之下进行，而被炒作的大抵也是些平平常常老百姓，他们对这娱乐圈的事根本不了解，却无缘无故给推到风口上。林浩，一个普普通通的小男孩，怀着一颗热忱的心去救人，本应是值得被弘扬的美好品质，却被媒体拉来炒作，代言广告纷至沓来，利用他的形象去赚钱，即使是再高洁的形象也会被这利欲之心给玷污。被炒作的人，他们大都希望能回到正常的，属于自己的生活，因为媒体的炒作，外界对他的看法和意见，给他们的生活带来很大的影响，束缚着他们。被媒体关注后，他们的言行都将受极大的限制，若有差池，就会被人拿来议论，似乎完全没隐私可言，给他们的心理也带来很大的伤害。炒作现在已经成为一种势头，为了出名，为了红，什么样千奇百怪的炒作都有，就只是为了赢得大众的关注，满足虚荣心的需要。有的甚至会出现失实的报道，捏造、扭曲事实，误导群众的感观，致使许多不公平的现象，给当事人也带来很大的伤害。炒作是一把双刃剑，只要我们利用得好，它就能给我们带来很多的好处，比如尽量炒一些值得让人尊敬的感人事迹，值得学习的品质，而不那些贪图出名带来利益的无病呻吟，毫无实际意义的事件。总之，我呼吁各界人士能够少些炒作，出名并不重要，重要的做人应该真诚、友善，不要去那些无谓的虚名，真正独特又富有创意炒作也能出名的。

With the development of the Internet and the popularization of computers, shopping on the Internet has become a commonplace in our life. Here consumers can buy almost everything they need. Shopping on the Internet has a lot of advantages, of which the most important is perhaps its convenience. People don't have to waste a lot of their energy and precious time to go from one shop to another to choose the commodities they like. This is especially desirable to the old, the sick and the busy people who cannot go to the shops in person. The goods come in all shapes, sizes and colors on the Internet. All they need to do is to sit in front of their computers and click the mouses. The commodities they order will be delivered to them promptly.However, shopping on the Internet also has its disadvantages. The first disadvantage is that the consumers can't see the goods or try them on personally. Sometimes, the real goods may not be the same as what they have seen on the computer. The second disadvantage is that some shops on the Internet are not registered. They will never deliver anything to you after they get the money from you. Once cheated, you will find that you have nowhere to go to complain.随着互联网的发展和计算机，在互联网上购物的普及，已成为我们生活中司空见惯。消费者在这里几乎都可以买到他们需要的。在互联网上购物有优势，其中最重要的也许是它的很多方便。人们不必浪费自己的精力和很多宝贵的时间从一个商店到另一个选择自己喜欢的商品。这是可取的，尤其是老年人，病人和忙碌的人们谁不能亲自去商店。在所有的形状，大小和颜色在互联网上来的货物。他们需要做的是坐在自己的电脑，然后点击鼠标的前面。他们的商品订单将交付给他们及时。但是，在网上购物也有其缺点。第一个缺点是消费者看不到核证机关的货品或亲自试穿他们。有时候，真正的货物可能不会像他们在计算机上看到的相同。第二个缺点是，在互联网上的一些店铺没有登记。他们永远不会给你带来任何东西后，他们从你的钱。一旦受骗，你会发现你已经无处可去抱怨。（基本翻译就是这样的） 这是一篇很好的范文哦！真的谈到了网上购物的利与弊！
On-line shopping is now accepted by more and more people. they think it more convinient to do shopping. And also they have the idea that the commodities are much cheaper than those in the department stores. But some tend to suspect the quality of these commodities. the reason is that, perhaps ,they have experienced being cheated by those so-call world famous brand. Mainly they don"t trust the quality and secondly they are afraid of not receiving what they pay for. Furthermore,no invoices can be gained,which makes some troubles when one finds poor quality commodities. In short, on-line shopping has advantage and disadvantage. it depends on people's concept of shopping. No one can say which is better.第二篇With the development of the Internet and the popularization of computers, shopping on the Internet has become a commonplace in our life. Here consumers can buy almost everything they need.Shopping on the Internet has a lot of advantages, of which the most important is perhaps its convenience. People don't have to waste a lot of their energy and precious time to go from one shop to another to choose the commodities they like. This is especially desirable to the old, the sick and the busy people who cannot go to the shops in person. The goods come in all shapes, sizes and colors on the Internet. All they need to do is to sit in front of their computers and click the mouses. The commodities they order will be delivered to them promptly. However, shopping on the Internet also has its disadvantages. The first disadvantage is that the consumers can't see the goods or try them on personally. Sometimes, the real goods may not be the same as what they have seen on the computer. The second disadvantage is that some shops on the Internet are not registered. They will never deliver anything to you after they get the money from you. Once cheated, you will find that you have nowhere to go to complain.

One possible version:With the development of the Internet, many people are used to shopping on line.It has become a fashion in our daily life. Some of us students also join the group.Shopping on line has many advantages. Just by a click of the mouse, you can buy what you’re interested in without going outdoors. You can avoid getting tired and being trapped in the crowded people and cars and save time. When shopping on line, you can choose from more varieties of goods, whose prices are generally lower.Every coin has two sides. Its disadvantages are obvious, too. On one hand, it’s very easy for you to buy goods different from the pictures you see on the Internet. On the other hand, shopping on line may cause people to buy goods that are not badly needed. That’s a waste of money.All in all, I love shopping on line.一、审题本篇作文考查体裁为议论文。要求写一篇网上购物的文章，使用对比的方式，分析网购的利弊。二、列举写作要点1. “网购”成为一种时尚，越来越多的学生也正加入到网购群体当中。2. 优点①足不出户；节约时间；避免拥护、劳累②足不出户；节约时间；避免拥护、劳累③可供选择的范围广，品种多3. 缺点①只看到图片，看不到商品本身②容易购买大量不太需要的东西，造成浪费4. 总结。三、列出重点短语及句型be used to, in our life, be interested in, go outdoors, get tried, shop in line, avoid doing sth, choose from, on one hand…on the other hand, different from, all in all

网络购物行业呼叫中心解决方案 电子商务发展到今天，许多网民已经习惯足不出户从网上购物。整个买卖过程电子化、数字化和网络化，购物成本低且方便，使得网上购物这种方式获得了网民尤其是年轻网民的喜爱。但是据网民反映网络购物主要存在两个问题：一是这种新兴的购物方式与人们传统的购物习惯不符合，网民无法仅仅根据网页上的信息做出购买决定，常需要交互式的询问与回答才能完成购买活动；问题二是网民对网上购物的投诉也日趋增多。网上购物买来次品、售后维修困难等等问题都是困扰网民进行网络购物的大问题。因此，在购物平台内部设立一个咨询、投诉客户服务中心，集中处理客户在网上购物时所产生的产品咨询与服务投诉，以及为产品的售后服务提供中间服务，可以免去客户网上购物的后顾之忧，提高网站的服务质量以及客户的满意度与忠诚度。购物网站后台呼叫中心客服系统的建立，不仅为网站与网民之间架起一座良好沟通的桥梁，为顾客的购买过程提供实时咨询、购买指导等服务，为顾客提供了强大的支持，很大程度上缓解了不少网民对网上产品“看得见，摸不着”的顾虑。同时，客服人员通过呼叫中心进行的回访调查、投诉、售后服务等能够消除客户对售后服务的后顾之忧，从而提高网上成交率，促进整个购物平台的营业额的上升，同时也将提高网站后台客服人员的工作效率，优化后台资源，降低管理成本与人力成本。购物网站建设呼叫中心系统的现实意义1. 提升购物网站形象，彰显购物网站实力；2. 有利于购物网站的宣传，拓展客户群体和广告客户群体；3. 加强与客户的联系，提升客户忠诚度；4. 提高购物网站内部管理效率及员工满意度；5. 7*24小时服务，保证客户与广告客户服务的连续性；6. 增强与客户的互动联系，是购物网站争夺客户的有效武器；7. 多方面降低购物网站的管理和运营成本；8. 良好的售后服务与沟通机制让顾客免去后顾之忧，提高网上成交率。系统概述系统将语音查询、自助服务、人工服务紧密结合，把购物网站进销存、配送资源、供应链资源、客户资源等通过网络进行整合，建立起网络购物的快速反应机制，增强客户群体与购物网站的互动，实现资源的统一分配与利用。系统为一个开放的对话平台，购物网站客服人员与客户进行互动和协作，从而完成客户服务与客户关怀；同时，客服人员能够随时了解到网站内部的进销存状况，方便对商品和供应商的各项信息进行掌握。系统功能1. 自助服务客户致电购物网站呼叫中心首先进入语音查询系统，在语音导航的指引下输入不同按键，选择自己想要的信息。在自助服务中，客户可以得到如下服务：1) 产品查询；2) 促销产品信息查询；3) 购物网站介绍；4) 会员积分查询；5) 订单状态查询；6) 电话挑选商品并下订单；7) 自助查询并选择付款方式及配送方式；8) 自助订阅购物网站新品信息；9) 客户与购物网站间的互动，例如投票、竞选等活动；10) 自助传真；11) 相关政策法规查询；12) 广告商信息查询；13) 投诉、建议等语音留言，等等。Online shopping solution for call center industryThe development of electronic commerce today, many users have become accustomed to from the Internet without leaving home. The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet users, especially young netizens love. However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be based solely on the information page to make purchase decisions, and often the need for interactive questions and answers to complete the purchase of activities; problem Second, users of online shopping is also more and more complaints. Defective goods bought online shopping, after-sales maintenance and so on are difficult to users of network problems to the big problem.Therefore, to establish a platform for consultation, complaint customer service centers to focus on online shopping customers to products arising from the consultation and service complaints, as well as provide after-sales service for the products among the services, customers can avoid the worry about online shopping, improve the quality of service, as well as site customer satisfaction and loyalty.Back to site customer service call center system, not only for websites and Internet users to build a good communication between the bridges, the purchase process for customers to provide real-time advice, guidance and other services to buy, to provide customers with a powerful support, to a large extent alleviate a lot of users on-line products "visible or touched" concerns. At the same time, customer service call center through a return visit to conduct the investigation of complaints, after-sales service, such as to eliminate the worry about customer service, thereby enhancing the turnover rate of the Internet, promoting the platform to increase turnover, but also will improve customer service background site the efficiency of the background to optimize resources and reduce management costs and human costs.Call centers to Web site building system practical significance1. To enhance the image of shopping sites, shopping sites shows strength;2. Is conducive to the promotion website, to expand customer base and advertising clients;3. To strengthen ties with customers and enhance customer loyalty;4. To improve the internal management of shopping efficiency and employee satisfaction;5.7 * 24-hour service, customers and advertisers to ensure the continuity of the service;6. To enhance interaction with customers is to site an effective weapon to compete for customers;7. To reduce the multi-site management and operating costs;8. A good after-sales service and communication mechanism that allows customers to worry about replacing to improve the rate of online transactions.System OverviewSystem will be voice information, self-service, service manual closely with the shopping site Invoicing, distribution resources, supply chain resources, customer resources, network integration, to establish a network of rapid response mechanisms, and enhance customer groups and shopping sites interaction, resource allocation and utilization. System as a platform for open dialogue, customer service personnel to site to interact with customers and collaboration in order to complete the customer service and customer care; At the same time, customer service staff to be kept informed of the situation Invoicing internal website to facilitate the suppliers of goods and grasp the information.System function1. Self-ServiceCustomer call center at the first site to enter the voice query system, under the guidance of voice navigation in different input buttons, select the information you want. In self-service, customers can get the following services:1) product inquiries;2) information marketing products;3) Introduction to Web site;4) Members of integral inquiry;5), order status inquiries;6) the selection of merchandise and telephone orders;7) self-service query and select the payment method and delivery mode;8) Self-Subscribe to site new information;9) the client and to the interaction between sites, such as voting, campaigning and other activities;10) self-Fax;11) policies and regulations related inquiries;12) information to advertisers;13) the complaint, the proposed voice mail, etc., and so on.2. 自动通告自动通告为语音导航的一部分，客户致电后可首先听到这部分内容。自动通告可发布的内容有：1) 购物网站介绍及最新动态；2) 重要信息公布；3) 购物网站优惠活动发布；4) 合作信息；5) 最新政策法规，等等。3. 客户咨询客户在网页选择商品时可随时通过电话、自助语音服务、电子邮件、传真、即时聊天工具等方式与客服人员取得联系，咨询商品性能、类别、使用方法等细节信息，客服人员根据客户的需求提供购物指导，方便客户进行购买判断。购物网站的客户咨询主要包括：挑选产品实时咨询、支付方式咨询、配送方式咨询、售后服务咨询、合作项目咨询等等。系统对于老客户可建立一对一的亲情关系，将老客户的来话直接转接到以前曾与之通过话的客服人员处，有助于客户的维系和服务的延续性。4. 业务受理客户除在网页上点选商品、生成订单并提交之外，还可以通过呼叫中心的自助语音服务自助下单，以及通过转人工服务来下单。多种购买方式让客户随心选择。客服人员受理客户所下订单，生成派单并转发给相应部门进行配送。待处理结果通过网络返回到购物网站呼叫中心后，工作人员以电话、传真、短信息、电子邮件等方式回复客户。客户也可随时通过本系统了解所提交订单现处于哪一环节及哪一部门所处理。主要受理业务内容除了下单之外，还有选择付款方式、选择配送方式、产品报修等业务。5. 主动服务/客户关怀购物网站客服人员通过本系统的外拨功能，可以实现对客户的主动服务。外拨方式分为四种：外拨语音架构，外拨语音文件，群发短信和传真。客户关怀的具体内容有：1) 对意向客户群体的关怀与跟踪；2) 对潜在客户的信息告知；3) 最近购物网站活动通告；4) 网上调查、投票、征集等活动；5) 客户满意度调查、客户消费习惯与需求调查；6) 购物网站促销活动告知；7) 老客户回访调查；8) 付款、配送等信息的提醒与确认；9) 客户购买产品的确认、提醒与祝福，等等。6. 客户投诉与建议通过人工服务、语音信箱、传真、电子邮件等方式，客户可将投诉或建议反馈给购物网站客服人员。客服人员接到反馈信息后，可将电话转接给相关部门处理，有助于投诉或纠纷的圆满解决。7. 购物网站调查在电子商务逐渐成为企业营销趋势的今天，购物网站需要建立一个能够直接了解市场和客户的需求变化的窗口。系统通过外拨方式可进行市场调查、客户满意度调查、客户消费习惯与需求调查等活动，制定针对性的改善方案，调整购物网站的经营管理策略，提高管理决策的科学性，提高购物网站整体品牌形象，从而提高效益和效率，降低管理和经营成本。8. 统计报表系统可根据来去电的详细情况进行有效统计，包括客户在线等待时间、来电记录、自助查询记录、收发短信息记录等，并且生成各种统计图形。购物网站客服人员可以灵活地自定义统计内容，为购物网站决策提供权威有效的数据。统计报表主要包括以下数据：1) 客户在语音查询中各项产品的查询统计；2) 每一位购物网站客服人员的接入、拨出电话的数量、时间统计；3) 每一通来电的客户在线等待时间的记录与统计；4) 购物网站客服人员的状态记录：示闲、示忙、话务处理；5) 收发短信的记录与统计，等等。通过统计报表中的各项统计分析数据，购物网站可以清楚地获知哪类产品或服务最畅销，哪一类产品或服务客户投诉最多，等等。统计报表可为网站及时捕捉和改善服务质量提供科学依据。9. 扩展服务本系统具有开放性，可与网络购物企业自有的会员管理、进销存系统、办公系统等实现无缝结合，还可根据企业的具体要求定制开发某些功能。Online shopping solution for call center industryThe development of electronic commerce today, many users have become accustomed to from the Internet without leaving home. The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet users, especially young netizens love. However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be based solely on the information page to make purchase decisions, and often the need for interactive questions and answers to complete the purchase of activities; problem Second, users of online shopping is also more and more complaints. Defective goods bought online shopping, after-sales maintenance and so on are difficult to users of network problems to the big problem.Therefore, to establish a platform for consultation, complaint customer service centers to focus on online shopping customers to products arising from the consultation and service complaints, as well as provide after-sales service for the products among the services, customers can avoid the worry about online shopping, improve the quality of service, as well as site customer satisfaction and loyalty.Back to site customer service call center system, not only for websites and Internet users to build a good communication between the bridges, the purchase process for customers to provide real-time advice, guidance and other services to buy, to provide customers with a powerful support, to a large extent alleviate a lot of users on-line products "visible or touched" concerns. At the same time, customer service call center through a return visit to conduct the investigation of complaints, after-sales service, such as to eliminate the worry about customer service, thereby enhancing the turnover rate of the Internet, promoting the platform to increase turnover, but also will improve customer service background site the efficiency of the background to optimize resources and reduce management costs and human costs.Call centers to Web site building system practical significance1. To enhance the image of shopping sites, shopping sites shows strength;2. Is conducive to the promotion website, to expand customer base and advertising clients;3. To strengthen ties with customers and enhance customer loyalty;2. Automatic circularAutomatic circular part for voice navigation, customers can call to hear the first part of the contents. Automatic notices can be issued are as follows:1) to website and the latest developments;2) The publication of important information;3) The site offers to release;4) cooperation in information;5) the latest policies and regulations, and so on.3. Customer InquiryCustomers to choose products on the page at any time by phone, voice self-service, e-mail, fax, instant messenger, etc. get in touch with the customer service staff, the Advisory commodity performance, type, details use of information, customer service personnel in accordance with customer needs guidance to facilitate the purchase of customers to judge.Web site consultation to clients include: the selection of products in real-time consultation, advice of payment, delivery consultation, after-sales consulting, project consulting and so on. System could be established and existing customers for one-on-one family relationship to the old customers directly, then have them transferred to the customer service personnel through the Department, then to help customers maintain and service continuity.4. Business admissibilityIn addition to merchandise click on the page to generate and submit orders, but also through self-help call center voice self-service orders, as well as services through the transfer of a single artificial. Purchase a variety of ways to allow customers to choose heart.Customer service staff receive customer orders, generating and sending a single transponder for distribution to the appropriate departments. Pending the outcome of the network to return to the site after the call center staff by phone, fax, short messaging, e-mail reply to clients. Customers may also request at any time by understanding the system is now in order to submit links and which departments which are dealing with. In addition to the main contents of the admissibility of business orders, there are payment options to choose, select delivery methods, product repair services.5. Active Service / Customer CareCustomer service shopping site through the outbound function of the system can be achieved in active service to customers. Outbound mode is divided into four categories: structure of outbound voice, outbound voice files, mass text messaging and fax. The specific content of customer care are as follows:1) of intention to customer care and follow-up groups;2) information to potential customers;3) the recent circular to site activities;4) The online survey, voting, assembly and other activities;5) customer satisfaction survey, customer habits and needs of the consumer survey;6) Web site promotional activities to inform;7) return the survey and existing customers;8) payment, delivery information such as a reminder and confirmation;9) confirmed that customers buy products, and best wishes to remind, and so on.6. Customer complaints and suggestionsThrough artificial service, voice mail, fax, e-mail, customer complaints or suggestions can be fed back to customer service personnel to site. Customer feedback upon receipt of information, may be call forwarding to the relevant departments to deal with, contribute to complaints or disputes satisfactorily resolved.7. To site survey In e-commerce has gradually become the trend of today's corporate marketing, shopping sites need to establish a direct understand the market changes and customer demand for the window. System can be carried out through the outbound market research, customer satisfaction surveys, customer habits and needs of the consumer survey and other activities, to develop targeted programs to improve and adjust the operation and management of shopping strategy that will improve the scientific nature of management decision-making and improve the overall shopping brand image, thereby enhancing the effectiveness and efficiency, reduce management and operating costs.
网络购物行业呼叫中心解决方案 电子商务发展到今天，许多网民已经习惯足不出户从网上购物。整个买卖过程电子化、数字化和网络化，购物成本低且方便，使得网上购物这种方式获得了网民尤其是年轻网民的喜爱。但是据网民反映网络购物主要存在两个问题：一是这种新兴的购物方式与人们传统的购物习惯不符合，网民无法仅仅根据网页上的信息做出购买决定，常需要交互式的询问与回答才能完成购买活动；问题二是网民对网上购物的投诉也日趋增多。网上购物买来次品、售后维修困难等等问题都是困扰网民进行网络购物的大问题。因此，在购物平台内部设立一个咨询、投诉客户服务中心，集中处理客户在网上购物时所产生的产品咨询与服务投诉，以及为产品的售后服务提供中间服务，可以免去客户网上购物的后顾之忧，提高网站的服务质量以及客户的满意度与忠诚度。购物网站后台呼叫中心客服系统的建立，不仅为网站与网民之间架起一座良好沟通的桥梁，为顾客的购买过程提供实时咨询、购买指导等服务，为顾客提供了强大的支持，很大程度上缓解了不少网民对网上产品“看得见，摸不着”的顾虑。同时，客服人员通过呼叫中心进行的回访调查、投诉、售后服务等能够消除客户对售后服务的后顾之忧，从而提高网上成交率，促进整个购物平台的营业额的上升，同时也将提高网站后台客服人员的工作效率，优化后台资源，降低管理成本与人力成本。购物网站建设呼叫中心系统的现实意义1. 提升购物网站形象，彰显购物网站实力；2. 有利于购物网站的宣传，拓展客户群体和广告客户群体；3. 加强与客户的联系，提升客户忠诚度；4. 提高购物网站内部管理效率及员工满意度；5. 7*24小时服务，保证客户与广告客户服务的连续性；6. 增强与客户的互动联系，是购物网站争夺客户的有效武器；7. 多方面降低购物网站的管理和运营成本；8. 良好的售后服务与沟通机制让顾客免去后顾之忧，提高网上成交率。系统概述系统将语音查询、自助服务、人工服务紧密结合，把购物网站进销存、配送资源、供应链资源、客户资源等通过网络进行整合，建立起网络购物的快速反应机制，增强客户群体与购物网站的互动，实现资源的统一分配与利用。系统为一个开放的对话平台，购物网站客服人员与客户进行互动和协作，从而完成客户服务与客户关怀；同时，客服人员能够随时了解到网站内部的进销存状况，方便对商品和供应商的各项信息进行掌握。系统功能1. 自助服务客户致电购物网站呼叫中心首先进入语音查询系统，在语音导航的指引下输入不同按键，选择自己想要的信息。在自助服务中，客户可以得到如下服务：1) 产品查询；2) 促销产品信息查询；3) 购物网站介绍；4) 会员积分查询；5) 订单状态查询；6) 电话挑选商品并下订单；7) 自助查询并选择付款方式及配送方式；8) 自助订阅购物网站新品信息；9) 客户与购物网站间的互动，例如投票、竞选等活动；10) 自助传真；11) 相关政策法规查询；12) 广告商信息查询；13) 投诉、建议等语音留言，等等。2. 自动通告自动通告为语音导航的一部分，客户致电后可首先听到这部分内容。自动通告可发布的内容有：1) 购物网站介绍及最新动态；2) 重要信息公布；3) 购物网站优惠活动发布；4) 合作信息；5) 最新政策法规，等等。3. 客户咨询客户在网页选择商品时可随时通过电话、自助语音服务、电子邮件、传真、即时聊天工具等方式与客服人员取得联系，咨询商品性能、类别、使用方法等细节信息，客服人员根据客户的需求提供购物指导，方便客户进行购买判断。购物网站的客户咨询主要包括：挑选产品实时咨询、支付方式咨询、配送方式咨询、售后服务咨询、合作项目咨询等等。系统对于老客户可建立一对一的亲情关系，将老客户的来话直接转接到以前曾与之通过话的客服人员处，有助于客户的维系和服务的延续性。4. 业务受理客户除在网页上点选商品、生成订单并提交之外，还可以通过呼叫中心的自助语音服务自助下单，以及通过转人工服务来下单。多种购买方式让客户随心选择。客服人员受理客户所下订单，生成派单并转发给相应部门进行配送。待处理结果通过网络返回到购物网站呼叫中心后，工作人员以电话、传真、短信息、电子邮件等方式回复客户。客户也可随时通过本系统了解所提交订单现处于哪一环节及哪一部门所处理。主要受理业务内容除了下单之外，还有选择付款方式、选择配送方式、产品报修等业务。5. 主动服务/客户关怀购物网站客服人员通过本系统的外拨功能，可以实现对客户的主动服务。外拨方式分为四种：外拨语音架构，外拨语音文件，群发短信和传真。客户关怀的具体内容有：1) 对意向客户群体的关怀与跟踪；2) 对潜在客户的信息告知；3) 最近购物网站活动通告；4) 网上调查、投票、征集等活动；5) 客户满意度调查、客户消费习惯与需求调查；6) 购物网站促销活动告知；7) 老客户回访调查；8) 付款、配送等信息的提醒与确认；9) 客户购买产品的确认、提醒与祝福，等等。6. 客户投诉与建议通过人工服务、语音信箱、传真、电子邮件等方式，客户可将投诉或建议反馈给购物网站客服人员。客服人员接到反馈信息后，可将电话转接给相关部门处理，有助于投诉或纠纷的圆满解决。7. 购物网站调查在电子商务逐渐成为企业营销趋势的今天，购物网站需要建立一个能够直接了解市场和客户的需求变化的窗口。系统通过外拨方式可进行市场调查、客户满意度调查、客户消费习惯与需求调查等活动，制定针对性的改善方案，调整购物网站的经营管理策略，提高管理决策的科学性，提高购物网站整体品牌形象，从而提高效益和效率，降低管理和经营成本。8. 统计报表系统可根据来去电的详细情况进行有效统计，包括客户在线等待时间、来电记录、自助查询记录、收发短信息记录等，并且生成各种统计图形。购物网站客服人员可以灵活地自定义统计内容，为购物网站决策提供权威有效的数据。统计报表主要包括以下数据：1) 客户在语音查询中各项产品的查询统计；2) 每一位购物网站客服人员的接入、拨出电话的数量、时间统计；3) 每一通来电的客户在线等待时间的记录与统计；4) 购物网站客服人员的状态记录：示闲、示忙、话务处理；5) 收发短信的记录与统计，等等。通过统计报表中的各项统计分析数据，购物网站可以清楚地获知哪类产品或服务最畅销，哪一类产品或服务客户投诉最多，等等。统计报表可为网站及时捕捉和改善服务质量提供科学依据。9. 扩展服务 本系统具有开放性，可与网络购物企业自有的会员管理、进销存系统、办公系统等实现无缝结合，还可根据企业的具体要求定制开发某些功能。
俺乡下来的，看不懂，简单的问题被你咋搞的这么复杂啊，买个现成的不就是，虽然不是每个人都是天才，但是成功是可以复制的

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