摘要
论述通过阐述在生活电器类目的网络客户服务中运用FABE法则设计服务流程,分析生活电器类目的使用场景设计与FABE法则的对应关系、展示生活电器类目网络客服中基于使用场景设计的FABE法则应用实例,阐明生活电器概念的来源、指出生活电器网络客服中应用FABE法则时的重点是B(Benefit利益)和E(Evidence证据),并在客户服务中更多地运用生活电器设计场景来表达B与E,从而能促进成交,提升服务质量。
Expounds the application of FABE rule in the design of service flow in the online customer service of Life Electric category, analyses the corresponding relationship between the scene design and FABE rule in the use of Life Electric category, demonstrates the application exam. ple of FABE rule based on the use scene design in the online customer service of Life Electric category, to clarifies the origin of the concept of Life Electric, and to points out the key of FABE rule. When applying FABE rule, we must focus on B (Benefit) and E (Evidence), use more design scenarios to express B and E in customer service, so as to facilitate transactions and improve service quality.
作者
李剑
LI Jian(Foshan Shunde Leliu Vocational Technical School, Foshan 528322)
出处
《现代计算机》
2019年第18期46-50,共5页
Modern Computer
