JP2009157434A - Customer information management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer management system for recording a customer service situation of a salesclerk to a customer. <P>SOLUTION: A customer service terminal 31, 32, 33, etc. reads a customer code for identifying the customer from a customer card 41, 42, 43, etc., and transmits customer service information including the customer code and input information showing the customer service situation and voice information recorded with a talk with the customer to a management server 10. The management server 10 refers to customer management information based on the customer code included in the received customer service information, and performs control to associate the received customer service information to the customer management information of the customer code and to store it. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a customer information management system.

  In recent years, in retailers such as mass retailers and supermarkets, an increasing number of stores have introduced customer management systems that manage data for each customer for customer analysis, purchase analysis, and trade area analysis. This customer management system is widely used in store operations such as grasping purchase information and history for each customer, determining purchased products, and sending direct mail. Customer management information, which is the base of the customer management system, is the name, address, hobbies, family structure, email address, etc. entered by the customer when creating a customer card such as a point card or membership card that the customer presents when using the store Created based on information.

  Furthermore, in these retailers, the introduction of portable terminal devices (hereinafter referred to as “customer service terminals”) possessed by each store clerk in conjunction with a customer management system or a sales management system is also active. This customer service terminal is used to immediately check the product specifications, arrival date, and stock according to the questions of the customers, and is wirelessly connected to a computer in the store. Depending on the retail store, the customer service terminal is also used for communication between store clerk and office, and information transmission from the office all at once.

For example, in Patent Document 1, when a salesperson contacts a customer in a store, customer satisfaction is improved by contacting the customer with reference to the information of the member who is a customer with a mobile terminal device possessed by the salesperson. A possible salesperson support system is disclosed.
JP 2007-257571 A

  In the retail industry, information at the time of customer service is as important as or better than service improvement using the customer management system, point cards, and customer service terminals. Frequently customers visit the store clerk with questions about the product they want to purchase, and complaints about the purchased product or store. The information received from these customers is recorded in daily reports by each store clerk after the store is closed, and is reported to the supervisor to make use of it for the next customer service.

  Despite such a large capital investment and the introduction of customer management systems and customer service terminals, the daily report based on store clerk's memories is the mainstream for information intake and recording methods during customer service. The customer service terminal was not used effectively. In addition, daily reports are often written after the store is closed, and after many customers have been served in a day, it is difficult to accurately write all the details of the questions and complaints in the daily report. There was a problem that it could not be identified.

  Furthermore, it is troublesome for the store clerk to write the daily report after the closing operation. Further, it is difficult for store managers and supervisors to get accurate information just by reading daily reports, and it is difficult to understand customer service manners and to give effective advice and attention.

  The subject of this invention is providing the customer management system which records the customer service situation of the salesclerk with respect to a customer.

The invention according to claim 1 is a customer information management system in which a customer service terminal and a management server are connected to communicate with each other,
The customer service terminal
Customer identification information reading means for reading the customer identification information from a medium on which customer identification information for identifying the customer is recorded;
Recording means for recording conversations with customers,
An input means for receiving input of information indicating a customer service situation;
Transmission means for transmitting customer identification information read by the customer identification information reading means, voice information recorded by the recording means, and customer service information including input information by the input means to the management server;
With
The management server
First storage means for storing customer management information for each customer;
Receiving means for receiving service information transmitted from the service terminal;
Second storage means for storing the received customer service information;
Based on the customer identification information included in the customer service information received by the receiving unit, the customer management information stored in the first storage unit is referred to, and the received customer service information is added to the customer management information related to the customer identification information. Control means for controlling to associate and store in the second storage means;
Is provided.

The invention according to claim 2 is a customer information management system in which a customer service terminal and a management server are connected to each other in communication,
The customer service terminal
Customer identification information reading means for reading the customer identification information from a medium on which customer identification information for identifying the customer is recorded;
Imaging means;
An input means for receiving input of information indicating a customer service situation;
Transmitting means for transmitting customer information including customer identification information read by the customer identification information reading means, image information captured by the imaging means, and input information by the input means to the management server;
With
The management server
First storage means for storing customer management information for each customer;
Receiving means for receiving service information transmitted from the service terminal;
Second storage means for storing the received customer service information;
Based on the customer identification information included in the customer service information received by the receiving unit, the customer management information stored in the first storage unit is referred to, and the received customer service information is added to the customer management information related to the customer identification information. Control means for controlling to associate and store in the second storage means;
Is provided.

  According to a third aspect of the present invention, in the first or second aspect of the present invention, the input means includes a plurality of input keys corresponding to the customer service situation for each customer service situation.

The invention described in claim 4 is the product identification information reading means for reading the product identification information for identifying the product provided in the product in the invention according to any one of claims 1 to 3. Further comprising
The transmission unit includes the product identification information read by the product identification information reading unit in the customer service information and transmits the product identification information to the management server.

  According to the present invention, it is possible to record a customer service situation of a store clerk for a customer.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. However, the scope of the present invention is not limited to the following embodiments.

  First, the configuration of a customer service information management system to which the present invention is applied will be described with reference to FIG. FIG. 1 is a block diagram schematically showing a customer service information management system 1 according to the present embodiment.

As shown in FIG. 1, the customer service information management system 1 includes a customer management server 10 that stores and manages information for each customer in association with each other, and customer service terminals 31, 32, 33,. Here, the customer service terminals 31, 32, 33... Are portable terminal devices such as handy terminals and PDAs (Personal Digital Assistants) configured to be carried by each store clerk. In the customer service information management system 1, the customer management server 10 and each customer service terminal 31, 32, 33... Are a communication network N such as a LAN (Local Area Network), and an access point such as a wireless LAN connected to the communication network N. Are connected to each other by wireless communication.
The illustrated communication form is merely an example, and may be a communication form that is all connected to each other by a wireless LAN or a communication form that is connected to each other only by wire. In addition to the LAN, the communication network N includes a WAN (Wide Area Network), the Internet, a telephone line network, an ISDN (Integrated Services Digital Network) line network, an ADSL (Asymmetric Digital Subscriber Line) line network, and a mobile communication network. A communication satellite line, a CATV line, an optical communication line, or the like may be applied. In addition to the wireless LAN, each access point may apply wireless or infrared communication such as Bluetooth or IrDA (Infrared Data Association), and is not particularly limited.

  Each of the customer service terminals 31, 32, 33,... Can read the customer code from a customer card 41, 42, 43, etc. in which a customer code (customer identification information) such as a number uniquely assigned to each customer is recorded. (Details will be described later). Each of the customer cards 41, 42, 43,... Is a point card or membership card possessed by each customer. A customer code is recorded on these customer cards using an IC tag including an RFID (Radio Frequency IDentification) tag, a magnetic stripe on which magnetic information is recorded, code information printed on the card surface (front surface), and the like. The code information may be a one-dimensional barcode such as a JAN code, UPC code, or CDDE39, or a two-dimensional code such as a color barcode, QR code (registered trademark), PDF417, Data Matrix, or Maxi Code. .

  The customer cards 41, 42, 43... Are provided for each customer based on customer management information such as the customer's name, address, hobby, family structure, email address, etc. entered on the registration form when the customer uses the store for the first time. Created. Specifically, when the customer management information for each customer is registered in the customer management server 10, a unique key value is assigned to the customer management information. The assigned key value is recorded on the customer card as a customer code for identifying the customer management information registered in the customer management server 10, whereby a customer card for each customer is created.

  Next, the functional configuration of the customer management server 10 will be described in detail with reference to FIGS. FIG. 2 is a block diagram schematically showing a functional configuration of the customer management server 10. FIG. 3 is a conceptual diagram illustrating the configuration of the customer management information file 131 and the customer service information file 132.

  As illustrated in FIG. 2, the customer management server 10 includes a CPU 110 (Central Processing Unit), a RAM 120 (Random Access Memory), a storage unit 130, an input unit 140, a display unit 150, and a communication unit 160.

  The CPU 110 develops various program data and setting data stored in the storage unit 130 or a ROM (Read Only Memory) (not shown) in the work area of the RAM 120 and sequentially executes the program data, thereby cooperating with the program data. Centrally controls various operations of the management server 10.

  The storage unit 130 is a storage device that stores data in a readable and writable manner under the control of the CPU 110. As the storage unit 130, for example, an HDD (Hard Disk Drive), a semiconductor memory, or the like can be applied. The storage unit 130 stores data such as a customer management information file 131, a customer service information file 132, a purchase history information file 133, a customer management program file 134, and a customer service information program file 135.

  The customer management information file 131 is a file that stores the customer management information for each customer described above. As shown in FIG. 3, the customer management information file 131 includes a customer code, name, sex, date of birth, address, district code, telephone number, occupation / workplace, email address, which are key values assigned to each customer. Customer management information for one person is stored in a data management structure including hobbies, special notes (troubles, etc.), family information, pet information, customer service information storage area, and the like. The customer service information storage area of the customer management information file 131 stores an address indicating the storage location of customer service information stored in the customer service information file 132 described later. That is, the customer and the customer service information related to the customer are associated with each other by the address stored in the customer service information storage area.

  The customer service information file 132 is a file that stores customer service information transmitted from the customer service terminal. As shown in FIG. 3, the customer service information file 132 includes a customer service date indicating the date of customer service, a store clerk code indicating the customer who performed the customer service, voice data and imaging data at the time of customer service transmitted from the customer service terminal, and the like. The customer service information is stored in a data management structure including a customer service data storage area to be stored.

  In the customer service data storage area of this customer service information file 132, a product code uniquely assigned to each product indicating the product targeted for customer service, a question information storage region for storing data relating to questions from customers, requests from customers For example, a request information storage area for storing data relating to a complaint, a complaint information storage area for storing information relating to complaints from customers, and the like.

  The purchase history information file 133 is a file that stores history information of purchased products for each customer who has created a customer card. Specifically, the purchase history information file 133 stores a customer code read from a customer card at the time of product purchase and a product code read from the product in association with each other.

  The customer management program file 134 and the customer service information program file 135 are files in which program data for comprehensively controlling each part of the customer management server 10 in cooperation with the CPU 110 is stored. Specifically, the customer management program file 134 includes various data processing using the customer management information file 131 and the purchase history information file 133 (for example, registration of customer management information, collection of product information purchased by registered customers, This is a file that stores program data related to the collection of collected data. The customer service information program file 135 is a file that stores program data related to data processing (details will be described later) for receiving customer service information transmitted from a customer service terminal and recording the customer service information in association with customer management information. is there.

  The input unit 140 includes a keyboard, a mouse, and the like having character input keys, numeric input keys, and other keys associated with various functions, and outputs operation signals corresponding to user operations and the like to the CPU 110.

  The display unit 150 includes a display screen such as an LCD (Liquid Crystal Display). The display unit 150 displays various information and an operation screen on the display screen based on a control signal output from the CPU 110.

  The communication unit 160 includes a communication interface (not shown) connected to the communication network N described above. The communication unit 160 performs data communication via the communication network N using the communication interface under the control of the CPU 110.

  Next, the functional configuration of the customer service terminals 31, 32, and 33 will be described in detail with reference to FIG. 4, FIG. 5, and FIG. FIG. 4 is a block diagram schematically showing a functional configuration of the customer service terminals 31, 32, and 33. FIG. 5 is a conceptual diagram illustrating the configuration of the process determination register 311. FIG. 6 is a conceptual diagram illustrating the data configuration stored in the transmission buffer 354. In addition, as shown in FIG. 4, the functional structure of the customer service terminals 31, 32, and 33 is substantially the same. Therefore, in the following description, the functional configuration of the service terminal 31 will be described, and description of the service terminals 32 and 33 will be omitted.

  As shown in FIG. 4, the control system of the customer service terminal 31 includes a CPU 300, an input control unit 320, a display control unit 330, and a communication control unit 340. Further, a camera 321, an IC tag reading unit 322, a key 323, a microphone 324, a touch panel 325, a display device 331, a wireless communication device 341, and a storage unit 350 are connected to the control system of the customer service terminal 31.

  The CPU 300 cooperates with the program data by expanding and sequentially executing various program data and setting data stored in the storage unit 350, ROM (not shown) or the like in an internal RAM 310 provided therein. Thus, various operations of the customer service terminal 31 are comprehensively controlled. The setting data may include a clerk code input by the clerk at the time of activation. The clerk code is a value assigned uniquely in advance for each clerk to identify the clerk who operates the customer service terminal 31.

  The internal RAM 310 includes a processing determination register 311 that stores a flag necessary for processing determination such as branch determination when the CPU 300 performs data processing in cooperation with program data. As shown in FIG. 5, the process determination register 311 includes a claim record bit, a request record bit, a question record bit, a process determination bit, and the like as the flag.

  Here, the claim recording bit is a flag indicating that the customer service information to be recorded is data corresponding to a complaint in the processing described later. Similarly, the request recording bit is a flag indicating that the customer service information to be recorded is data relating to a request from a customer. Similarly, the question recording bit is a flag indicating that the customer service information to be recorded is data relating to a question from a customer. Similarly, the process determination bit is a flag indicating that recording of customer service information has started.

  The input control unit 320, the display control unit 330, and the communication control unit 340 are an IC (Integrated Circuit) that is driven under the control of the CPU 300. The input control unit 320 receives signals output from input devices such as the camera 321, the IC tag reading unit 322, the key 323, the microphone 324, and the touch panel 325, and outputs them to the CPU 300.

  The camera 321 is a digital camera that outputs captured image data. Specifically, the camera 321 includes a photographing lens system, a lens / mirror block such as a mirror, an image pickup device such as a CCD (Charge Coupled Device), a driving system thereof, a distance measuring sensor, a light amount sensor, an analog processing circuit, and a signal processing circuit. (None of them are shown), and performs predetermined processing on the image data from the image sensor and outputs it. The image data output by the camera 321 may be still image data, or may be moving image data obtained by capturing a predetermined number of frames every second.

  Image data captured by the camera 321 is recorded in the storage unit 350 after image processing is performed by the CPU 300. When the code drawn on the board of the customer card or the code attached to the product is imaged by the camera 321, the code included in the captured image may be identified by the image processing of the CPU 300. That is, the customer service terminal 31 may be configured to read a customer code or a product code recorded on a customer card by imaging with the camera 321.

  The IC tag reading unit 322 includes a transmission / reception circuit (not shown in particular) that reads information recorded on the IC tag, and outputs read data from the IC tag to the input control unit 320. By this IC tag reading unit 322, the customer service terminal 31 reads the customer code of the customer recorded on the IC tag from the customer card having the IC tag.

  The key 323 includes input keys such as numeric keys and various operation keys, and outputs a signal in response to pressing of the input key to the input control unit 320. The key 323 is a key used for customer service, such as a customer service start key for instructing the start of customer service, a customer service end key for instructing the customer service end, and a key indicating a customer service situation prepared for each customer service situation assumed in advance. It has a transmission key (both described later) for transmitting data recorded during customer service.

  The microphone 324 is a microphone that collects external sound and outputs a sound signal to the input control unit 320. The touch panel 325 is a transparent electrode or the like provided so as to cover a display screen of the display device 331 described later, and outputs a signal corresponding to an input from the display screen of the display device 331 to the input control unit 320.

  The display control unit 330 generates a display control signal based on the control signal output from the CPU 300 and outputs the display control signal to the display device 331. The display device 331 displays an image on the display screen based on the display control signal from the display control unit 330. For example, an LCD (Liquid Crystal Display) or the like can be applied to the display device 331.

  The communication control unit 340 controls data transmission from the wireless communication device 341 based on a control signal output from the CPU 300, data reception for outputting data received by the wireless communication device 341 to the CPU 300, and the like. The wireless communication device 341 includes a communication circuit, an antenna (not shown), and the like, and performs data communication with the access point described above.

  The storage unit 350 is a storage device that stores data in a readable and writable manner under the control of the CPU 300. As the storage unit 350, for example, an HDD or a semiconductor memory can be applied. Data stored in the storage unit 350 includes a customer service information file 351, a recording information file 352, an imaging information file 353, a transmission buffer 354, and the like.

  The customer service information file 351 is a file for storing data recorded in the process during customer service described later. The customer service information file 351 includes a customer code read from a customer card, a product code read from a product, an address indicating a storage position when the recorded audio data is stored in the recorded information file 352, and a captured image. Data such as an address indicating a storage position when the data is stored in the imaging information file 353 is stored.

  The recording information file 352 is a file for storing audio data recorded at the time of customer service. The imaging information file 353 is a file for storing imaging data recorded at the time of customer service.

  The transmission buffer 354 temporarily stores data to be transmitted to the customer management server 10 or the like. As shown in FIG. 6, the data stored in the transmission buffer 354 includes a header part for identifying the transmission data and a data part that is a main part of the transmission data. The header portion includes a store clerk code, a customer code, a data length indicating the data length of the data portion, a customer service type flag indicating the customer service status, and a data type flag indicating the type of the data portion (audio data, imaging data, text data, etc.) Etc. are included.

  Next, details of the data processing performed in the customer service information management system 1 when the store clerk contacts the customer will be described with reference to FIGS. FIG. 7 is a conceptual diagram schematically showing the overall configuration of the customer service information management system 1. FIG. 8 is a flowchart illustrating the processing content of the customer management server 10. FIG. 9 is a flowchart illustrating the contents of the customer service recording process of the customer management server 10. FIG. 10 is a flowchart illustrating the processing contents of the customer service terminals 31, 32, 33. FIG. 11 is a flowchart illustrating the contents of the customer service process of the customer service terminals 31, 32, 33. FIG. 12 is a flowchart illustrating the contents of the data recording process of the customer service terminals 31, 32, 33.

  First, an outline when the store clerk is in contact with a customer will be described. As shown in FIG. 7, the key 323 of the customer service terminal includes a customer service start key 3231, a customer service end key 3232, a transmission key 3233, a question key 3234, a request key 3235, a complaint key 3236, etc. Is provided.

  The customer service terminals 31, 32, 33... Notify the customer management server 10 of the customer service start or customer service end by operating the customer service start key 3231 and the customer service end key 3232 when the customer clerk responds to the customer service. . When notifying the start of customer service, the customer service terminal reads the customer clerk code and the customer card presented by the customer during customer service and transmits the customer code. Further, the customer service terminals 31, 32, 33... Transmit the data recorded at the time of customer service to the customer management server 10 by the store clerk operating the transmission key 3233. The data recorded at the time of customer service transmitted to the customer management server 10 includes a question key 3234 and a request key 3235 operated by the store clerk according to the customer service situation (question from customer, customer request, customer complaint, etc.). Data corresponding to the claim key 3236 is given.

  In addition to the customer management program file 134 that performs data processing such as recording and management of the customer management information file 131 and the purchase history information file 133 in cooperation with the CPU described above, the customer management server 10 includes the customer service terminal 31, .. Has a customer service information program file 135 for storing the customer service information received from 32, 33... In the customer service information file 132. In the customer management server 10, the customer service information and the customer management information file 131 are identified by a customer code that identifies the customer included in the customer service information stored in the customer service information file 132 in cooperation with the customer service information program file 135 and the CPU. Is associated.

  Next, the content of the process related to customer service information performed by the customer management server 10 under the control of the CPU 110 will be described. As shown in FIG. 8, when the process is started, the transmission buffer header part transmitted along with the start of customer service is received from the customer service terminals 31, 32, 33... (Step A11), and is included in the received header part. The customer management information corresponding to the customer code is retrieved from the customer management information file 131, and the address of the customer service information file 132 stored in the following process is stored in the customer service information storage area of the customer (step A12). .

  Next, the clerk code included in the header part received in step A11 and the current time calculated based on the RTC (real time clock) function of the CPU 110 or the like are set in the customer service information file 132 (step A13). It waits for information (event) from the customer service terminals 31, 32, 33... (Step A14).

  When waiting for this event, when the information from the customer service terminal is received and it is determined that the notification event indicating the customer service end is received based on the information (step A15: YES), the process is terminated. Similarly, if information from the customer service terminal is received and it is determined that an event indicating the start of recording of customer service information is received based on the information (step A16: YES), customer service recording processing is executed (step S16). A17). The event notified from the customer service terminal will be described later.

  As shown in FIG. 9, when the customer service server 10 starts the customer service recording process, it waits for information (events) from the customer service terminals 31, 32, 33... (Step A171). , 33... Are received based on the customer service type flag included in the header portion of the data (steps A172, A174, A176).

  If it is determined in the above determination that the customer service type flag is a question (step A172: YES), an address register for writing received data in the question information storage area of the customer service information file 132 is set (step A173). . If it is determined that the customer service type flag is a request (step A174: YES), an address register for writing received data in the request information storage area of the customer service information file 132 is set (step A175). If it is determined that the customer service type flag is a complaint (step A176: YES), an address register for writing received data in the complaint information storage area of the customer service information file 132 is set. If the customer service type flag is not any of the above question, request, or complaint, the customer service recording process ends.

  Next, the content of the received data part is stored in the area pointed to by the address register set in any of steps A173, A175, and A177, based on the data length set by the data length of the header part. (Step A178). Next, the address register is updated (step A179), and the customer service recording process ends.

  As described above, the customer management server 10 refers to the customer management information file 131 based on the customer code of the customer included in the information from the customer service terminals 31, 32, 33,. By receiving the transmitted customer service information and storing the storage address stored in the customer service information file 132 in the customer service information storage area searched based on the customer code, the customer service information and customer management information are obtained. It is controlled to be stored in association.

  Next, the contents of processing performed by the customer service terminals 31, 32, 33... Under the control of the CPU 300 will be described. As shown in FIG. 10, when the process is started, the header portion of the transmission buffer 354 is cleared to zero (step B10), and a store clerk code input predetermined for each store clerk is accepted from the key 323 or the like, and the header portion (Step B20).

  Next, the customer card of the customer is read to acquire the customer code of the customer (step B30), and the read customer code is set in the header portion of the transmission buffer 354 (step B40). Next, the header part in which the customer code is set is transmitted to the customer management server 10 (step B50), and after the customer service process (step B60) is performed, the process is terminated.

  As shown in FIG. 11, when the customer service process is started at the customer service terminals 31, 32, 33,..., It is determined whether or not the key 323 is input (step B61). A determination is made (step B62). That is, in the customer service process, an event-driven process by key input is performed.

  In this customer service process, when it is determined that the input key is the customer service start key 3231, the process determination bit of the process determination register 311 is turned ON (step B 63), and a recording start event is transmitted to the customer management server 10. (Step B64). If it is determined that the input key is the question key 3234, the question recording bit of the process determination register 311 is turned ON (step B65). If it is determined that the input key is the request key 3235, the request recording bit of the process determination register 311 is turned ON (step B66). If it is determined that the input key is the complaint key 3236, the complaint recording bit of the processing determination register 311 is turned ON (step B67). If it is determined that the input key is the transmission key 3233, the processing determination register 311 is cleared to zero (step B68), and a customer service end notification event is transmitted to the customer management server 10 (step B69). The process ends.

  If it is determined in step B61 that there is no key input, a data recording process is executed (step B70).

  As shown in FIG. 12, when the data recording process is started at the service terminals 31, 32, 33..., It is determined whether or not the process determination bit of the process determination register 311 is ON (step B71). That is, in this determination, it is determined whether or not the customer service start key 3231 has been input. Note that the data recording process described below is a process of recording data when the store clerk is in contact with a customer. If the process determination bit is OFF in the determination in step B71, the process ends.

  When the processing determination bit is ON, the claim recording bit, the request recording bit, and the question recording bit of the processing determination register 311 are referred to, and the header portion of the transmission buffer 354 corresponds to the bit that is ON in each of the above bits. Is set (step B72). For example, when the claim recording bit is ON, a complaint is set in the customer service type flag. When the request recording bit is ON, the request is set in the service type flag. When the question recording bit is ON, the question is set in the customer service type flag.

  Next, it is determined which of the camera 321, IC tag reading unit 322, and key 323 is inputting data (step B 73). That is, regarding the recording of data input at the time of customer service, whether the image data captured by the camera 321 is recorded in the imaging information file 353, the text information is recorded by a character key, or the like. It is determined whether the recording is in the recording information file 352.

  If it is determined in step B73 that the input is image data captured by the camera 321, the image bit of the data type flag in the header portion of the transmission buffer 354 is turned on (step B74), and the imaging information file 353 is input. Is recorded in the data portion of the transmission buffer 354 (step B75).

  If it is determined that the audio data is input from the microphone 324, the audio bit of the data type flag in the header portion of the transmission buffer 354 is turned on (step B76), and the audio data recorded in the recording information file 352 is stored. The data is recorded in the data portion of the transmission buffer 354 (step B77).

  If it is determined that the text data is input by the key 323, the text bit of the data type flag in the header portion of the transmission buffer 354 is turned ON (step B78), and the internal RAM 310 or the like is based on the input of the key 323. Is recorded in the data portion of the transmission buffer 354 (step B79).

  Next, the data length of the transmission buffer 354 is acquired and set to the data length of the header portion in the transmission buffer 354 (step B80), and the data in the content of the transmission buffer 354 is transmitted to the customer management server 10 (step S80). B81) End.

  As described above, the customer service information management system 1 is a system in which the customer service terminals 31, 32, 33,... The customer service terminals 31, 32, 33... Are customer identification information reading means (camera 321 and IC tag reading unit 322) for reading customer identification information from a medium (customer card) on which customer identification information (customer code) for identifying a customer is recorded. ), Recording means (microphone 324) for recording conversations with customers, input means (key 323) for accepting input of information indicating customer service status, read customer identification information, recorded voice information and input A transmission means (wireless communication apparatus 341) for transmitting customer service information including the input information to the customer management server 10.

  Alternatively, the customer service terminals 31, 32, 33... Are customer identification information reading means for reading customer identification information from a medium on which customer identification information for identifying customers is recorded, imaging means (camera 321), and information indicating customer service status. Input means for receiving the customer input information, and transmission means (wireless communication apparatus 341) for transmitting customer information including the read customer identification information, the captured image information, and the input information to the customer management server 10. .

  The customer management server 10 includes first storage means (customer management information file 131) for storing customer management information for each customer, and reception means (communication unit) for receiving customer service information transmitted from the customer service terminals 31, 32, 33,. 160), second storage means for storing the received customer service information (customer service information file 132), and customer management information stored in the first storage means based on the customer identification information included in the received customer service information. Control means (CPU 110) is provided for controlling so as to store the received customer service information in association with the customer management information related to the customer identification information.

  For this reason, the customer service information management system 1 can record the information indicating the customer service situation and the voice or captured image when the customer service is received in association with the customer when the store clerk serves the customer. . For example, the customer service situation of the store clerk with respect to the customer can be verified in detail from the recorded data, and effective advice and attention can be given.

  In the customer service information management system 1, the input means of the customer service terminals 31, 32, 33... Has a plurality of input keys corresponding to the customer service situation for each customer service situation.

  For this reason, in the customer service information management system 1, the customer service situation with the customer can be recorded only by operating the input key corresponding to the customer service situation. For example, when there is a complaint, demand, or question from a customer, it is possible to record which one of them is just by operating the corresponding key.

  In the customer service information management system 1, the customer service terminals 31, 32, 33... Are product identification information reading means (camera 321, IC tag reading) for reading product identification information (product code) for identifying the product provided in the product. And the read product identification information is included in the customer service information and transmitted to the customer management server 10.

  For this reason, in the customer service information management system 1, when the store clerk contacts the customer, it is possible to record which product the customer was associated with. For example, it is possible to easily search for a product requested by a customer from the recorded data.

  Note that the description in the above-described embodiment shows an example, and the present invention is not limited to this. The configuration and operation in the embodiment described above can be changed as appropriate.

  For example, the above description discloses an example in which a ROM is used as a computer-readable medium for the program according to the present invention, but the present invention is not limited to this example. As other computer-readable media, a non-volatile memory such as a flash memory and a portable recording medium such as a CD-ROM can be applied. The present invention is also applicable to the case where the program data according to the present invention is provided via a communication line.

  The customer management information for each customer is associated with the customer service information related to the customer by storing an address indicating the customer service information stored in the customer service information file 132 in the customer service information storage area of the customer management information file 131. Although illustrated, a unique key value may be set for each customer service information, and the key value may be stored in the customer service information storage area without any particular limitation. Information such as customer management information and customer service information may be stored in a database associated with each other by the key value described above.

It is a block diagram which shows typically the customer service information management system which concerns on this Embodiment. It is a block diagram which shows typically the functional structure of a customer management server. It is a conceptual diagram which illustrates the structure of a customer management information file and a customer service information file. It is a block diagram which shows typically the functional structure of a service terminal. It is a conceptual diagram which illustrates the structure of a process determination register. It is a conceptual diagram which illustrates the data structure stored in the transmission buffer. It is a conceptual diagram which shows typically the whole structure of a customer service information management system. It is a flowchart which illustrates the processing content of a customer management server. It is a flowchart which illustrates the content of the customer service recording process of a customer management server. It is a flowchart which illustrates the processing content of a customer service terminal. It is a flowchart which illustrates the content of the customer service process of a customer service terminal. It is a flowchart which illustrates the content of the data recording process of a customer service terminal.

Explanation of symbols

1 customer service information management system 10 customer management server N communication network 31, 32, 33 customer service terminal 41, 42, 43 customer card 3231 customer service start key 3232 customer service end key 3233 transmission key 3234 question key 3235 request key 3236 claim key

Claims (4)

A customer information management system in which a customer service terminal and a management server are connected to communicate with each other,
The customer service terminal
Customer identification information reading means for reading the customer identification information from a medium on which customer identification information for identifying the customer is recorded;
Recording means for recording conversations with customers,
An input means for receiving input of information indicating a customer service situation;
Transmission means for transmitting customer identification information read by the customer identification information reading means, voice information recorded by the recording means, and customer service information including input information by the input means to the management server;
With
The management server
First storage means for storing customer management information for each customer;
Receiving means for receiving service information transmitted from the service terminal;
Second storage means for storing the received customer service information;
Based on the customer identification information included in the customer service information received by the receiving unit, the customer management information stored in the first storage unit is referred to, and the received customer service information is added to the customer management information related to the customer identification information. Control means for controlling to associate and store in the second storage means;
Customer information management system with. A customer information management system in which a customer service terminal and a management server are connected to communicate with each other,
The customer service terminal
Customer identification information reading means for reading the customer identification information from a medium on which customer identification information for identifying the customer is recorded;
Imaging means;
An input means for receiving input of information indicating a customer service situation;
Transmitting means for transmitting customer information including customer identification information read by the customer identification information reading means, image information captured by the imaging means, and input information by the input means to the management server;
With
The management server
First storage means for storing customer management information for each customer;
Receiving means for receiving service information transmitted from the service terminal;
Second storage means for storing the received customer service information;
Based on the customer identification information included in the customer service information received by the receiving unit, the customer management information stored in the first storage unit is referred to, and the received customer service information is added to the customer management information related to the customer identification information. Control means for controlling to associate and store in the second storage means;
Customer information management system with.   The customer information management system according to claim 1, wherein the input unit includes a plurality of input keys corresponding to the customer service situation for each customer service situation. The customer service terminal further includes product identification information reading means for reading product identification information for identifying the product provided in the product,
The customer information management system according to any one of claims 1 to 3, wherein the transmission unit includes the product identification information read by the product identification information reading unit and transmits the product identification information to the management server.

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