客服质检

分享海报

@user_811582c8/cs-qa

客服质检：给客服会话按六个维度打分（首响、需求识别、信息准确性、承诺合规、推进动作、客户体验），总分映射优/良/合格/不合格，每处扣分必须附会话原话，交期、价格、退款等越权承诺直接判红线。用于客服主管做单条质检、批量抽检汇总、外包验收或申诉复核；只评会话与流程，不评个人、不代写越权话术、不改证据。 Use when a team needs to QA support chats, sample-audit an in-house or outsourced CS team, or re-review an appeal.