1. ãã¯ãã«ã«ãµããŒãã®çå®
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1.1 ãã¯ãã«ã«ãµããŒãã®åŸ é: åºæ¬çãªè·åå 容ãšçµŠäžæ°Žæº
ãã¯ãã«ã«ãµããŒãã®äž»ãªè·åå 容ã¯ã補åããµãŒãã¹ã«é¢ãã顧客ããã®åãåããã«å¯Ÿå¿ããæé©ãªãœãªã¥ãŒã·ã§ã³ãæäŸããããšã§ãã
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1.2 ãã¯ãã«ã«ãµããŒãããã€ããšæããèŠçŽ
ããããã®èŠçŽ ã絡ã¿åãããã¯ãã«ã«ãµããŒããããã€ãããšæããããããšããããŸãããã®äžã§ããã¯ã¬ãŒã 察å¿ãå°éçãªç¥èããããŠäžèŠåãªå€åã¹ã±ãžã¥ãŒã«ã®å³ãããæããããŸãã
ç¹ã«ã¯ã¬ãŒã 察å¿ã¯ç²Ÿç¥çã¹ãã¬ã¹ã«ãªãåŸãéšåã§ãèªç€Ÿè£œåã«äžæºãæã€é¡§å®¢ããã®æ¿ããéé£ã«ç«ã¡åãããªããã°ãªããŸãããåæ¹ãçŽåŸã®ãã解決ã«è³ãããã«ã¯ãå·éãªå€æåãšèª¬åŸåãå¿ èŠã§ãã
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1.3 ã¯ã¬ãŒã 察å¿ã®å³ãããšã¹ãã¬ã¹ãããžã¡ã³ã
ãã¯ãã«ã«ãµããŒãã¯é¡§å®¢ãšçŽæ¥å¯Ÿè©±ããç«å Žã«ããããã顧客ã®ã¯ã¬ãŒã 察å¿ã¯èšãããããªå°é£ãªã¿ã¹ã¯ãšãªããŸããã¯ã¬ãŒã 察å¿ã®å³ããã¯ã顧客ã®æãã倱æãçŽã«åãæ¢ããããã«å¯Ÿå¿ããããšã«ãããŸãã
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1.4 å¿ èŠãªå°éçãªç¥èãšãã®ç¿åŸæ¹æ³
ãã¯ãã«ã«ãµããŒãã§ã¯ã顧客ã«æé©ãªè§£æ±ºçãæäŸããããã«ã補åããµãŒãã¹ã«ã€ããŠã®æ·±ãç¥èãæ±ããããŸããããã¯å°éæ§ãé«ããã®ããäžè¬çãªãã®ãŸã§å¹ åºãããã®ç¿åŸã¯å®¹æã§ã¯ãããŸããã
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2. ãã¯ãã«ã«ãµããŒããšè·åçµéš
ãã¯ãã«ã«ãµããŒãã¯ãITæ¥çã«ãããéèŠãªåœ¹å²ã®äžã€ã§ããã顧客ãšäŒæ¥ã®éã«ç«ã¡ãã¯ã¬ãŒã 察å¿ããã©ãã«ã·ã¥ãŒãã£ã³ã°ãªã©ãè¡ãããããããã£ãããšããå°éçãªç¥èãæ±ããããæ¥ã ã®æ¥åã¯æ±ºããŠå®¹æãªãã®ã§ã¯ãªãã
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2.1 ãã¯ãã«ã«ãµããŒããšããŠã®çµéšäŸ¡å€
ãã¯ãã«ã«ãµããŒãã¯ããåé¡è§£æ±ºãã®éèŠãªåœ¹å²ãåããŸãã顧客ãæ±ããåé¡ã解決ãããã®ãµãŒãã¹ã補åã®äœ¿çšäœéšãåäžãããããšãæ±ããããŸãããã®äžç¹ããèŠãŠãããã¯ãã«ã«ãµããŒããšããŠã®çµéšã¯ãšãŠã倧ããªäŸ¡å€ãæã¡ãŸãã
ããã«ããã¯ãã«ã«ãµããŒããšããŠæ¥ã ã®æ¥åãéããŠåŸãããçµéšã¯ãéåžžã«å¹ åºãã¹ãã«ã身ã«ã€ãããã£ã³ã¹ã§ããããŸããäŸãã°ã顧客ã®ããŒãºãç解ããé©åãªãœãªã¥ãŒã·ã§ã³ãæäŸããããã®ã³ãã¥ãã±ãŒã·ã§ã³èœåããè€éãªã·ã¹ãã ã®ãã©ãã«ã·ã¥ãŒãã£ã³ã°ã®ããã®è«ççæèåãå°éçãªæè¡ç¥èã®ç¿åŸãªã©ã該åœããŸãã
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2.2 ãã¯ãã«ã«ãµããŒãã«ãããã¹ãã«ç¿åŸã®éèŠæ§
ãã¯ãã«ã«ãµããŒãã¯å°éçãªç¥èãæ±ããããè·æ¥ã§ããããšãããç¶ç¶çãªã¹ãã«ã¢ãããäžå¯æ¬ ã§ããã¯ã¬ãŒã 察å¿ã®ããã«ã¯ãã¯ãã«ã«ã¹ãã«ã ãã§ãªããã³ãã¥ãã±ãŒã·ã§ã³ã¹ãã«ãå¿ èŠã§ããããããã®ã¹ãã«ç¿åŸããã®åŸã®ãã£ãªã¢ã«åœ±é¿ãäžããŸãã
ãŸãããã¯ãã«ã«ãµããŒãã¯é²åãã€ã¥ããITæ¥çã«é ããåããªãããã«ããææ°ã®ç¥èç¿åŸãå¿ èŠãšãªããŸãããã®ãããèªèº«ã®å°éåéã«ã€ããŠåžžã«åŠç¿ãç¶ãã姿å¢ãéèŠãšãªããŸãã
ãã®ãããªã¹ãã«ç¿åŸã®éçšã§åŸãããçµéšã¯ããã¯ãã«ã«ãµããŒãè·ä»¥å€ã®åéã§ãéçšãããã®ã§ãããæ¡çšã®éã«ããã©ã¹ãšãªãèŠçŽ ãšè©äŸ¡ãããŸãã
2.3 çµéšãç©ãããšã«ãã£ãŠåŸãããééçãªå ±é ¬
ãã¯ãã«ã«ãµããŒãã®çµéšãç©ãããšã§åŸãããå ±é ¬ãšããŠããŸãèããããã®ã絊äžã®å¢å ã§ããçµéšãšã¹ãã«ãé«ãŸãã«ã€ããŠããã®äŸ¡å€ã¯äŒæ¥ã«èªãããã絊äžã«åæ ãããŸãã
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2.4 çµéšã掻ããããã£ãªã¢ã¢ããã®å¯èœæ§
ãã¯ãã«ã«ãµããŒããšããŠåŸãçµéšã¯ãä»ã®è·çš®ã«è»¢è·ããéããäžäœã®åœ¹è·ãžã®æé²ãç®æãéã«æŽ»ããããšãã§ããŸããçµéšãç©ãããšã§åŸãããã¹ãã«ãç¥èã¯ãä»ã®éšçœ²ãè·çš®ã§ãéçšãããã®ã§ãããå€ãã®äŒæ¥ãæ±ããèœåã§ãã
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3. ãã¯ãã«ã«ãµããŒãã®å¿æ§ã
ãªããŠã¯ãªããªãååšã§ããïŒstrong>ãã¯ãã«ã«ãµããŒãïŒ/strong>ããããããã®åœ¹è·ã¯ããžãã¹ã®æåç·ã§ãã¯ã¬ãŒã 察å¿ãå°éçãªç¥èããããŠæ®æ¥ãäŒæ¥åºå€ãšãã£ããã€ãåŽé¢ããããŸãããããªäžã§ããã¯ãã«ã«ãµããŒããšããŠãã©ã®ããã«å¿æ§ããæã¡ç¶ããã¹ããïŒ ããã«ã€ããŠæ¢ããããšæããŸãã
3.1 ãã¯ãã«ã«ãµããŒããšããŠæ±ããããã³ãã¥ãã±ãŒã·ã§ã³èœå
顧客ãšã®å¯Ÿè©±ãå€ãïŒstrong>ãã¯ãã«ã«ãµããŒãïŒ/strong>ã§ã¯ãé«ãã³ãã¥ãã±ãŒã·ã§ã³èœåãæ±ããããŸããããããã³ãã¥ãã±ãŒã·ã§ã³èœåãšã¯äžäœäœã§ãããïŒããã¯ããã èªåã®æèŠãäŒããããšã ãã§ã¯ãªããçžæã®æèŠãç解ãåãå ¥ããããã«å¯Ÿããé©åãªåå¿ã瀺ãèœåã®ããšãæããŸãã
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ãŸããæã«ã¯é¡§å®¢ããã®èŠæ ãèŠæã«å¯Ÿå¿ããããšãæ±ããããŸãããã®éã«ã¯ã calmness ïŒèœã¡çãïŒãš patience ïŒå¿èåïŒãä¿ã€ããšã倧åã§ãã客芳çã«äºå®ãè©äŸ¡ããé©åã«åå¿ããããšã§ã顧客ãšã®é·æçãªé¢ä¿ãç¯ãããšãå¯èœãšãªããŸãã
3.2 åé¡è§£æ±ºã¹ãã«ãšãã®éãæ¹
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3.3 æç¶æ§: ãã£ã¬ã³ãžã³ã°ãªç¶æ³ã§ãç¶ããæ¹æ³
ãã€ããšæãããã¯ãã«ã«ãµããŒãã®ä»äºãç¶ããããã«ã¯ãæç¶æ§ãéèŠã§ããããã¯å®¹æãªããšã§ã¯ãããŸããããããããã®å°é£ãèªèº«ã®æé·ã®ããã®ã¹ãããã§ãããšèããããšã§ãç¶ç¶åãç¶æããããšãå¯èœãšãªããŸãã
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3.4 èªå·±åçºãšå°éç¥èç¿åŸã®ãããã
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4. ãã¯ãã«ã«ãµããŒãã®å å®èŠçŽ
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4.1 ãã¯ãã«ã«ãµããŒãã®ãããããšã¯
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4.3 ãã¯ãã«ã«ãµããŒãã®åœ±é¿å
ãã¯ãã«ã«ãµããŒãã¯ã顧客ã«å¯ŸããçŽæ¥çãªåœ±é¿åãæã£ãŠããŸããããã¯ã補åããµãŒãã¹ã®å質ãããã³é¡§å®¢æºè¶³åºŠãžãšçŽçµããŸãã
ãŸãã顧客ããã®ãã£ãŒãããã¯ãå ã«è£œåããµãŒãã¹ã®æ¹åãææ¡ããããšããã¯ãã«ã«ãµããŒãã®åœ¹å²ã§ããããã«ãããäŒæ¥å šäœã®æé·ã«ãè²¢ç®ããŸãã
4.4 ãã¯ãã«ã«ãµããŒããšè£œåã®æé·
æåŸã«ããã¯ãã«ã«ãµããŒãã¯ã補åã®æé·ãšçºå±ã«ãéèŠãªåœ¹å²ãæãããŸãã顧客ããã®çŽæ¥ã®ãã£ãŒãããã¯ãåãåãããžã·ã§ã³ãšããŠã補åéçºããŒã ãžã®å€§åãªæ å ±æäŸè ãšãªãã®ã§ãã
ãã®ããã«ããã¯ãã«ã«ãµããŒãã¯ãäŒæ¥ãæäŸãããµãŒãã¹ã補åãšé¡§å®¢ãšã®éã§çµ¶ããæ©æž¡ããããéèŠãªããžã·ã§ã³ãšèšããã§ãããã
以äžã®å å®èŠçŽ ãèžãŸãããšããã¯ãã«ã«ãµããŒãã®ãä»äºã¯ã決ããŠãã€ãã ãã§ã¯èªãäºãåºæ¥ãªãæ·±ã¿ãšåºãããæã£ãŠããããšããåããããã ãããšæããŸãã
5. ãã¯ãã«ã«ãµããŒãã®å°æ¥æ§ãšåžå Ž
ãã¯ãã«ã«ãµããŒãããã€ããšæãããããããŸããããITæ¥çã®å°æ¥æ§ã念é ã«çœ®ããšãã®äŸ¡å€ãå€ãããŸãããã¯ãã«ã«ãµããŒãã®éèŠã¯å¢å ããå°éçãªç¥èãšã¹ãã«ãããã°åå ¥ãäžæããŸããããã«ããã¯ãããžãŒã®çºå±ã«ããä»äºã®ããæ¹ãå€ãããŸãã
5.1 ITæ¥çã®æé·ãšãã¯ãã«ã«ãµããŒãã®éèŠ
ITæ¥çã¯æ¥éã«é²åããŠããŸããæ°ããªæè¡ãšè£œåã¯æ¥ã çãŸããããããæ¶è²»è ã«ããããããäŒããããšãæ±ããããŸãããã¯ãã«ã«ãµããŒãã®åœ¹å²ã¯éããªãéèŠã«ãªã£ãŠããŸãã
ã¹ããŒããã©ã³ãããœã³ã³ã家é»ãèªåè»ãªã©ããã¯ãããžãŒã¯ç§ãã¡ã®ç掻ã®ããããé¢ã§äœ¿ãããŠããŸãããããã®è£œåãè€éåãããŸãæ°ãã補åãåžå Žã«åºãŠãããã³ã«ããã¯ãã«ã«ãµããŒãã®éèŠã¯å¢ããŸãã
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5.2 ãã¯ãã«ã«ãµããŒãã®çŽåŸããå ±é ¬ãšåŸ éæ¹å
çŸåšã®å¹³å幎åã¯310äžåãã390äžåãšãããŠããŸããããã®æ°åã¯äžæåŸåã«ãããŸããITæ¥çã®æé·ãšãšãã«ããã¯ãã«ã«ãµããŒãã®å°é家ãã¡ã®å ±é ¬ãèŠçŽãããã¹ãã§ãã
åŸ éæ¹åãæ±ããããŠããŸãããã¯ãã«ã«ãµããŒãã¯24æé察å¿ãæ±ããããäŒæ¥ãå€éã察å¿ãå¿ èŠãªå ŽåããããŸããããã«å¯Ÿããé©æ£ãªå ±é ¬ãšãåŽåæéã®èŠçŽããæ±ãã声ãé«ãŸã£ãŠããŸãã
ãŸããITæ¥çå šäœã®åŸ éæ¹åã«ã泚ç®ãéãŸã£ãŠããŸããããã«ããããã¯ãã«ã«ãµããŒãã®åŸ éãåäžããå¯èœæ§ããããŸãã
5.3 å°æ¥ã®ãã¯ãã«ã«ãµããŒã: æ©æ¢°åŠç¿ãšAIã®åœ±é¿
ãã¯ãã«ã«ãµããŒãã¯æ©æ¢°åŠç¿ãAIã®çºå±ã«ãã倧ããå€ããå¯èœæ§ããããŸããAIãåãåãããžã®å¯Ÿå¿ãå©ããå¹çåãå³ãããšãå¯èœã«ãªãããã§ãã
AIãã£ããããããäžè¬çãªå¯Ÿå¿ãè¡ããè€éãªåé¡ã ãã人éã®ãã¯ãã«ã«ãµããŒãã«åããããšãã圢ãèããããŸããããã«ããããã¯ãã«ã«ãµããŒãã¯ããå°éçãªã¹ãã«ãå¿ èŠãšããŸãããåæã«åŸ éãåäžããå¯èœæ§ããããŸãã
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5.4 ãã¯ãã«ã«ãµããŒãã®æªæ¥ã®é©å¿æ§
ãã¯ãããžãŒã®çºå±ã«äŒŽãããã¯ãã«ã«ãµããŒããé²åãç¶ããå¿ èŠããããŸããæ°ããªè£œåããµãŒãã¹ã«å¯Ÿå¿ãããããç¶ç¶çãªåŠç¿ãšã¹ãã«ã®æŽæ°ãæ±ããããŸãã
æ°ãããã¯ãããžãŒã«ç©æ¥µçã«åãçµã¿ã顧客ã®åé¡ã解決ããã®ããã¯ãã«ã«ãµããŒãã®åœ¹å²ã§ãããã®ãããæ°ãã補åããµãŒãã¹ã«å¯Ÿå¿ããããã«ã¯ãèªåèªèº«ãåžžã«ã¢ããããŒããç¶ããå¿ èŠããããŸãã
ãŸãã人éãæã€ã³ãã¥ãã±ãŒã·ã§ã³èœåãæè»æ§ã¯AIã«ã¯ãªãããããã¯ãã«ã«ãµããŒããäžèŠã«ãªãããã§ã¯ãªãã§ããããéã«ãAIãäžéšã®ä»äºãæ åœããããšã§ããã¯ãã«ã«ãµããŒãã®åœ¹å²ã¯ããéèŠã«ãªãããã§ãã
6. ãã¯ãã«ã«ãµããŒãããã€ããšæãããšãã®å¯ŸåŠæ³
ãã¯ãã«ã«ãµããŒãã¯ãã€ã¹ãã«ãªå°éè·ã§ããäžæ¹ã§ãã¯ã¬ãŒã 察å¿ãå€å€ãäŒæ¥åºå€ãäžå®æãªå€åäœå¶ãªã©ããã€ããšæããèŠçŽ ãå°ãªããããŸããããããããã®èŸãã軜æžããæ¹æ³ããããŸãã
ãã®ç¯ã§ã¯ããã¯ãã«ã«ãµããŒãããã€ããšæãããšãã®å¯ŸåŠæ³ã«ã€ããŠè¿°ã¹ãŸããã¹ãã¬ã¹ã®åå ãšå¯Ÿçãã¡ã³ã¿ã«ãã«ã¹ã®ä¿å šãè·å Žç°å¢ã®æ¹åããããŠè»¢è·ããã£ãªã¢ãã§ã³ãžã«ã€ããŠè©³ãã説æããŸãã
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6.1 ãã¯ãã«ã«ãµããŒããšã¹ãã¬ã¹ã®é¢ä¿
ãã¯ãã«ã«ãµããŒãã¯é¡§å®¢ããã®ã¯ã¬ãŒã 察å¿ããå°éçãªç¥èãéçšããããšãåå ã§ã¹ãã¬ã¹ãæããããšããããŸããç¹ã«ã顧客ããã®ã¯ã¬ãŒã ã¯ã¹ãã¬ã¹ã®å€§ããªåå ãšãããŠããŸãã
ã¯ã¬ãŒã 察å¿ãã¹ã ãŒãºã«è¡ãããã«ã¯ã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³èœåãåé¡è§£æ±ºã¹ãã«ãå¿ èŠã§ãããŸããèªèº«ã®ã¡ã³ã¿ã«ãä¿ã€ããã«ãã¹ãã¬ã¹ãããžã¡ã³ããäžå¯æ¬ ã§ãã
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6.2 ã¡ã³ã¿ã«ãã«ã¹ã®ç¶ææ¹æ³
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6.3 ããŒã ã¯ãŒã¯ãšè·å Žç°å¢ã®æŽå
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6.4 ãã¯ãã«ã«ãµããŒãããã€ããšæãããšãã®è»¢è·ã»ãã£ãªã¢ãã§ã³ãž
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