客服人員專業職能分析-以E銀行信用卡部為例

Abstract

本研究主要在客服人員專業職能的建立，以個案銀行信用卡部客服人員為研究對象，利用文獻探討、行為訪談、問卷的施測、統計分析（信度、效度、皮爾森相關係數、多元迴歸分析）等工具，研究獲得的結論如下： 一、客服專員所應扮演的角色以及所需的能力分別是： （一）客服專業知識方面：口語表達能力等十七項能力。 （二）人格特質方面：情緒穩定等八項特質。 （三）產業專業知識：相關的法規、流程、作業程序等相關產業知識。 二、客服專業職能量表的建立： 將文獻分析所得與實際訪談資料做調整及修正，整併出九個構面，題項六十六題，完成客服人員職能量表正式施測版本。 三、客服專業職能量表的考驗與分析： 經由信度、效度考驗，九個構面均予以保留，題項刪減為六十題。在預測解釋能力方面，量表中的自制力構面、人際EQ構面、顧客服務傾向構面以及其他個人特質構面等四個構面對客服人員績效具有顯著的預測能力。

The purposes of this study were to construct the Customer Service Representative’s (CSR) Competency Model. Those subjects of CSR who belong to E bank’s credit card department. It also use several methods such as literature review, interview CSR who have adequate behaviors applying with well effects, questionnaire, and statistic analysis including reliability, validity, Pearson Product-Moment Correlation, and Multiple Regression. The conclusions of this study were as follow:

1. The CSR’s competency dimensions of credit card department of the bank were comprised of the following items. (1)Customer service knowledge dimension: Such as Oral presentation ability etc. (2)Personal characters dimension: Such as stable personal character etc. (3)Professional knowledge in business or banking dimension: Such as regulations, rules, laws, and procedure. 2. To establish primary CSR’s competency questionnaire, including nine dimensions and sixty-six item questions. 3. To test and adjustment CSR’s competency questionnaire. As the result of the test, we maintained nine dimensions and sixty item questions. There were four dimensions, self-control discipline, emotional quotient in inter-person relationship, accommodation and service approach, and personal character feature should have effective prediction abilities.