JP6886197B2 - Customer service management system, customer service management system management server, and customer service management method - Google Patents

Description

The present invention relates to a customer service management system, a management server of the customer service management system, and a customer service management method. For details, a customer service management system and customer service that can reliably authenticate that the user has used various facilities such as restaurants and evaluate the service provided by the clerk in charge of customer service based on an objective standard. It relates to the management server of the management system and the customer service management method.

Conventionally, when making a reservation for a facility such as a restaurant, it has been practiced to call the facility to be reserved or go to the facility to make a reservation. On the other hand, with the development of information technology such as the Internet in recent years, users can provide a list of applicable facilities by inputting various conditions such as the location, amount of money, and products and services provided. A facility search site that allows you to select one of the facilities and make a reservation online has become widespread.

In addition, in the facility search site as described above, the so-called "rating" information, which evaluates the attractiveness of each facility according to the evaluation items (delicious food, good atmosphere, cheap price, etc.), is also included in the website. It is provided (Patent Document 1). For example, a customer who visits a facility fills out a posting form on the website at a later date, and the server that accepts the post aggregates the information and scores it to provide a rating for the facility. ..

However, the evaluation posted manually includes the subjectivity of the poster, and the content that is intentionally contrary to the fact may be posted, so that it lacks objectivity from the perspective of a third party. .. In addition, the validity of the rating was unclear because it was possible to envision a contractor who would undertake the posting of favorable evaluations for a fee.

In order to solve such a problem, for example, Patent Document 2 discloses an evaluation system that makes it possible to obtain objective rating information regarding facilities such as restaurants.

Specifically, the scoring information of the food scored based on the feature amount obtained from the image of the food provided at the restaurant taken by the image pickup device, and the smile based on the image of the scene where the user eats the food. Based on the recorded data of the user eating a dish, the rating for the restaurant is calculated by comprehensively considering the number of appearances of a predetermined phrase and the like.

According to the evaluation system disclosed in Patent Document 2, since the terminal device scores based on the food and the image and audio data of the user when eating the food, the conventional evaluation in which the evaluation information is manually input. Compared to the method, it is possible to provide more objective rating information to a third party.

However, in the evaluation system disclosed in Patent Document 2, the state is always imaged while the user eats the food, and the audio data is also recorded. Therefore, the user enjoys eating in a calm atmosphere. It cannot be said that the captured image and audio data do not necessarily represent the original appearance of the user. In addition, since it is assumed that the user intentionally performs facial expressions and conversations that give a high rating (low rating) to the rating of the relevant facility, the act of manipulating the rating is assumed. In No. 2, as in Patent Document 1, it is still not possible to provide objective rating information.

In this regard, for example, rating the facility based on the number of new customers visiting the facility or the number of return visits by specific users is being considered. In order to perform a rating based on the number of customers visiting the store, authentication (check-in) of the user's visit to the store is required. For example, the wireless communication device installed in the store and the mobile terminal device owned by the user communicate with each other. It is assumed that the method of authenticating the visit of the user by performing the above, or the method of acquiring the location information based on the GPS function of the mobile terminal device owned by the user and authenticating the visit based on the location information. Will be done.

Japanese Unexamined Patent Publication No. 2003-167971 Japanese Unexamined Patent Publication No. 2014-146

By using the check-in function described above, it is possible to grasp the status of the user entering the facility through the mobile terminal device owned by the user. Therefore, the store entry status of users to a specific store, such as a sharp rise in the visit rate of new users at a specific store, or a high repeater rate such that a specific user visits the store many times. It is possible to grasp the objective rating based on.

However, the method of authenticating a user's visit by a wireless communication device installed in a store as described above has a technical problem that it is necessary to newly install a wireless communication device depending on the store. On the other hand, in the method of authenticating a user's visit based on the GPS function, the GPS function needs to be installed and installed in the user's mobile terminal device. In addition, the GPS function has a technical problem that accurate authentication cannot be performed depending on the weather and the location of the store. Furthermore, from the viewpoint of security protection, when the user has the GPS function turned off, even if the mobile terminal device is equipped with the GPS function, authentication using the GPS function cannot be performed and the user can use the GPS function. There is a problem that it does not necessarily reflect the usage status of the facility of the person.

The present invention was devised in view of the above points, and it reliably authenticates that the user has used various facilities such as restaurants, and objectively provides the service provided by the clerk who is in charge of serving the user. It is an object of the present invention to provide a customer service management system, a management server of the customer service management system, and a customer service management method that can be evaluated according to a standard.

In order to achieve the above object, the customer service management system of the present invention includes a store terminal capable of displaying a store identification information that identifies a store attribute and a data carrier that stores a store clerk identification information that identifies a store clerk attribute. A customer terminal that stores customer identification information that identifies a customer's attributes and generates arithmetic data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier, and the customer terminal. A store information storage unit that stores predetermined store information including store identification information, a clerk information storage unit that stores predetermined clerk information including the clerk identification information, and a predetermined customer information including the customer identification information are stored. The customer information storage unit, the calculation data receiving unit that receives the calculation data generated by the customer terminal, the store identification information included in the calculation data received by the calculation data receiving unit, and the store information storage unit. It is included in the calculation data received by the store information update unit and the calculation data receiving unit that update the predetermined information included in the store information when it is determined whether or not the store identification information matches and if it is determined to match. The clerk information update unit, which determines whether or not the clerk identification information and the clerk identification information stored in the clerk information storage unit match, and updates the predetermined information included in the clerk information when it is determined that they match. It is determined whether or not the customer identification information included in the calculated data received by the calculated data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information is included in the customer information. It is provided with a management server having a customer information update unit that updates predetermined information.

Here, by providing a store terminal capable of displaying a store identification information that identifies the attributes of the store and a data carrier that stores the store clerk identification information that identifies the attributes of the store clerk, for example, the data carrier can be used by a customer terminal described later. By reading, the store identification information and the store clerk identification information stored in the data carrier can be taken into the customer terminal.

In addition, the customer identification information that identifies the customer's attributes is stored, and the customer terminal is provided to generate arithmetic data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier. It is possible to generate arithmetic data in which the information read by the data carrier on the terminal is associated with the customer identification information stored in the customer terminal.

In addition, by receiving the above-mentioned calculation data and providing a management server for storing and updating predetermined information based on the calculation data, store information, clerk information, and customer information, which will be described later, can be stored in each area. It can be managed separately.

In addition, the management server can manage store information unique to each store by having a store information storage unit in which predetermined store information including store identification information is stored.

Further, the management server can manage the store clerk information unique to each store clerk by having the store clerk information storage unit in which the predetermined store clerk information including the store clerk identification information is stored.

In addition, the management server can manage customer information unique to each customer by having a customer information storage unit in which predetermined customer information including customer identification information is stored.

Further, the management server has an arithmetic data receiving unit that receives the arithmetic data generated by the customer terminal, so that the arithmetic data generated by reading by the customer terminal can be received, and the received arithmetic data can be received. Various information registered in the management server can be updated based on.

In addition, the management server determines whether or not the store identification information included in the arithmetic data received by the arithmetic data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, the store By having a store information update unit that updates predetermined information included in the store information stored in the information storage unit, the store identification information (for example, store name and location) included in the calculation data and the management server are stored. If the store identification information matches, it is recognized that the store is the same, and other information (for example, evaluation points) related to the store can be reliably updated.

In addition, the management server determines whether or not the clerk identification information included in the calculation data received by the calculation data receiving unit and the clerk identification information stored in the clerk information storage unit match, and if it is determined that they match, the clerk By having a clerk information update unit that updates predetermined information included in the clerk information stored in the information storage unit, the clerk identification information (for example, the ID number assigned to each clerk) included in the calculation data and the management server can be used. If the stored clerk identification information matches, it is recognized that they are the same clerk, and other information (for example, evaluation points) related to the clerk can be reliably updated.

In addition, the management server determines whether or not the customer identification information included in the arithmetic data received by the arithmetic data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer. By having a customer information update unit that updates predetermined information included in the customer information stored in the information storage unit, the customer identification information (for example, the ID number assigned to each customer) and the management server included in the calculation data can be used. If the stored customer identification information matches, it is recognized as the same customer, and other information related to the customer (for example, check-in data based on the number of visits) can be reliably updated.

In order to achieve the above object, the customer service management system of the present invention includes a customer terminal capable of displaying a data carrier in which customer identification information for identifying customer attributes is stored, and a store identification information for identifying store attributes. A store terminal that stores clerk identification information that identifies the attributes of the clerk and generates arithmetic data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier, and the store terminal. A store information storage unit that stores predetermined store information including store identification information, a clerk information storage unit that stores predetermined clerk information including the clerk identification information, and a predetermined customer information including the customer identification information are stored. The customer information storage unit, the calculation data receiving unit that receives the calculation data generated by the store terminal, the store identification information included in the calculation data received by the calculation data receiving unit, and the store information storage unit. It is included in the calculation data received by the store information update unit and the calculation data receiving unit that update the predetermined information included in the store information when it is determined whether or not the store identification information matches and if it is determined to match. The clerk information update unit, which determines whether or not the clerk identification information and the clerk identification information stored in the clerk information storage unit match, and updates the predetermined information included in the clerk information when it is determined that they match. It is determined whether or not the customer identification information included in the calculated data received by the calculated data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information is included in the customer information. It is provided with a management server having a customer information update unit that updates predetermined information.

Here, by providing a customer terminal capable of displaying a data carrier in which customer identification information that identifies a customer's attribute is stored, for example, by reading the data carrier with a store terminal described later, the data carrier can be stored in the store terminal. The stored customer identification information can be taken in.

In addition, the store identification information that identifies the attributes of the store and the clerk identification information that identifies the attributes of the clerk are stored, and the calculation data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier. By providing the store terminal for generating the data, it is possible to generate the calculation data in which the information read by the data carrier on the store terminal, the store identification information stored in the store terminal, and the clerk identification information are associated with each other.

In addition, by receiving the above-mentioned calculation data and providing a management server for storing and updating predetermined information based on the calculation data, store information, clerk information, and customer information, which will be described later, can be stored in each area. It can be managed separately.

In addition, the management server can manage store information unique to each store by having a store information storage unit in which predetermined store information including store identification information is stored.

Further, the management server can manage the store clerk information unique to each store clerk by having the store clerk information storage unit in which the predetermined store clerk information including the store clerk identification information is stored.

In addition, the management server can manage customer information unique to each customer by having a customer information storage unit in which predetermined customer information including customer identification information is stored.

Further, since the management server has an arithmetic data receiving unit that receives the arithmetic data generated by the store terminal, it is possible to receive the arithmetic data generated by reading the arithmetic data at the store terminal, and the received arithmetic data. Various information registered in the management server can be updated based on.

In addition, the management server determines whether or not the store identification information included in the arithmetic data received by the arithmetic data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, the store By having a store information update unit that updates predetermined information included in the store information stored in the information storage unit, the store identification information (for example, store name and location) included in the calculation data and the management server are stored. If the store identification information matches, it is recognized that the store is the same, and other information (for example, evaluation points) related to the store can be reliably updated.

In addition, the management server determines whether or not the clerk identification information included in the calculation data received by the calculation data receiving unit and the clerk identification information stored in the clerk information storage unit match, and if it is determined that they match, the clerk By having a clerk information update unit that updates predetermined information included in the clerk information stored in the information storage unit, the clerk identification information (for example, the ID number assigned to each clerk) included in the calculation data and the management server can be used. If the stored clerk identification information matches, it is recognized that they are the same clerk, and other information (for example, evaluation points) related to the clerk can be reliably updated.

In addition, the management server determines whether or not the customer identification information included in the arithmetic data received by the arithmetic data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer. By having a customer information update unit that updates predetermined information included in the customer information stored in the information storage unit, the customer identification information (for example, the ID number assigned to each customer) and the management server included in the calculation data can be used. If the stored customer identification information matches, it is recognized as the same customer, and other information related to the customer (for example, check-in data based on the number of visits) can be reliably updated.

In addition, the store information stored in the store information storage unit includes store evaluation data based on the store evaluation points that serve as the store evaluation index, and the store information update unit includes the store identification information and the store information storage unit included in the calculation data. When it is determined that the store identification information stored in the store matches, the store evaluation data can be updated to reliably detect that the customer has checked in to a specific store. Furthermore, by updating the store evaluation data based on check-in, the store evaluation index can be enhanced.

Further, the clerk information stored in the clerk information storage unit includes the first clerk evaluation data based on the first clerk evaluation point which is the evaluation index of the clerk, and the clerk information update unit includes the clerk identification included in the calculation data. When it is determined that the information and the clerk identification information stored in the clerk information storage unit match, the first clerk evaluation data is updated to ensure that the customer who received the customer service of the clerk checked in to the store. By updating the evaluation data of the store clerk based on the customer service, the evaluation index of the store clerk can be enhanced.

Further, the clerk information stored in the clerk information storage unit includes the second clerk evaluation data based on the second clerk evaluation point which is the evaluation index of the clerk, and the clerk information update department uses the customer terminal and the store terminal. By updating the second clerk evaluation data when the second clerk evaluation point transmitted via the including external terminal is received, the evaluation from the customer for the customer service of the clerk is used as the second clerk evaluation point. By reflecting it in the clerk evaluation data of, the clerk's evaluation index can be raised.

Further, when the clerk information update unit receives the second clerk evaluation point transmitted via the customer terminal and an external terminal other than the store terminal (for example, a terminal owned by another employee in the same store). By updating the second clerk evaluation data, the evaluation index of the clerk can be raised by reflecting the evaluation of the customer service of the clerk from other employees as the second clerk evaluation point in the second clerk evaluation data. Can be done.

In addition, the clerk information update unit relates to the second clerk evaluation point only within a predetermined time from the time when the clerk identification information included in the calculation data and the clerk identification information stored in the clerk information storage unit are determined to match. By allowing the reception of the clerk evaluation data of the above, it is possible to prevent the evaluation of a specific clerk from becoming excessive.

In addition, the customer information storage unit stores check-in data based on the number of visits to the customer's store, and the customer information update unit stores customer identification information included in the calculation data and customer identification stored in the customer information storage unit. By updating the check-in data when it is determined that the information matches, it is possible to reliably detect that the customer has checked in to the store, and it is possible to update the customer's check-in history based on the check-in. ..

In order to achieve the above object, the management server of the present invention includes a store information storage unit that stores store information including store identification information that identifies store attributes, and a store clerk identification information that identifies store clerk attributes. A clerk information storage unit in which clerk information is stored, a customer information storage unit in which customer information including customer identification information for identifying customer attributes is stored, the store identification information, and data in which the clerk identification information is stored. An arithmetic data receiving unit that receives arithmetic data including the store identification information, the clerk identification information, and the customer identification information generated by reading the carrier with a customer terminal in which the customer identification information is stored, and the arithmetic. It is determined whether or not the store identification information included in the calculation data received by the data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, it is included in the store information. Whether or not the store clerk identification information included in the calculation data received by the calculation data receiving unit and the store clerk identification information stored in the clerk information storage unit match the store information updating unit that updates the predetermined information. The clerk information update unit that updates the predetermined information included in the clerk information when it is determined that they match, and the customer identification information and the customer information storage included in the calculation data received by the calculation data receiving unit. It is provided with a customer information updating unit that determines whether or not the customer identification information stored in the unit matches, and updates predetermined information included in the customer information when it is determined that the customer identification information matches.

Here, by providing a store information storage unit that stores store information including store identification information that identifies the attributes of the store, it is possible to manage store information unique to each store.

Further, by providing the clerk information storage unit in which the clerk information including the clerk identification information for identifying the attribute of the clerk is stored, it is possible to manage the clerk information unique to each clerk.

Further, by providing a customer information storage unit in which customer information including customer identification information that identifies a customer's attribute is stored, it is possible to manage customer information unique to each customer.

In addition, the store identification information, the clerk identification information, and the customer identification information generated by reading the data carrier in which the store identification information and the clerk identification information are stored are read by the customer terminal in which the customer identification information is stored. By providing an arithmetic data receiving unit for receiving the including arithmetic data, it is possible to receive the arithmetic data generated by reading by the customer terminal, and various types registered in the management server based on the received arithmetic data. Information can be updated.

In addition, it is determined whether or not the store identification information included in the arithmetic data received by the arithmetic data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, it is included in the store information. By providing a store information update unit that updates predetermined information, if the store identification information (for example, store name and location) included in the calculation data and the store identification information stored in the management server match, they are the same. It can be recognized as a store and other information (for example, evaluation points) related to the store can be reliably updated.

In addition, it is determined whether or not the clerk identification information included in the calculation data received by the calculation data receiving unit and the clerk identification information stored in the clerk information storage unit match, and if it is determined that they match, it is included in the clerk information. When the clerk identification information (for example, the ID number assigned to each clerk) included in the calculation data matches the clerk identification information stored in the management server by providing the clerk information update unit that updates the predetermined information. Can be recognized as the same clerk, and other information (for example, evaluation points) related to the clerk can be reliably updated.

Further, it is determined whether or not the customer identification information included in the arithmetic data received by the arithmetic data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information is used. By providing the customer information update unit that updates the included predetermined information, the customer identification information (for example, the ID number assigned to each customer) included in the calculation data matches the customer identification information stored in the management server. In some cases, it can be recognized as the same customer, and other information related to the customer (for example, check-in data based on the number of visits) can be reliably updated.

In order to achieve the above object, the management server of the present invention includes a store information storage unit that stores store information including store identification information that identifies store attributes, and a store clerk identification information that identifies store clerk attributes. The store identification of the store clerk information storage unit in which the store clerk information is stored, the customer information storage unit in which the customer information including the customer identification information for identifying the customer attribute is stored, and the data carrier in which the customer identification information is stored are identified. An arithmetic data receiving unit that receives arithmetic data including the store identification information, the clerk identification information, and the customer identification information generated by reading the information and the clerk identification information with a store terminal in which the clerk identification information is stored, and the arithmetic. It is determined whether or not the store identification information included in the calculation data received by the data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, it is included in the store information. Whether or not the store clerk identification information included in the calculation data received by the calculation data receiving unit and the store clerk identification information stored in the clerk information storage unit match the store information updating unit that updates the predetermined information. The clerk information update unit that updates the predetermined information included in the clerk information when it is determined that they match, and the customer identification information and the customer information storage included in the calculation data received by the calculation data receiving unit. It is provided with a customer information updating unit that determines whether or not the customer identification information stored in the unit matches, and updates predetermined information included in the customer information when it is determined that the customer identification information matches.

Here, by providing a store information storage unit that stores store information including store identification information that identifies the attributes of the store, it is possible to manage store information unique to each store.

Further, by providing the clerk information storage unit in which the clerk information including the clerk identification information for identifying the attribute of the clerk is stored, it is possible to manage the clerk information unique to each clerk.

Further, by providing a customer information storage unit in which customer information including customer identification information that identifies a customer's attribute is stored, it is possible to manage customer information unique to each customer.

In addition, an operation including the store identification information, the clerk identification information, and the customer identification information generated by reading the data carrier in which the customer identification information is stored with the store identification information and the store clerk terminal in which the clerk identification information is stored. By providing an arithmetic data receiving unit for receiving data, it is possible to receive arithmetic data generated by reading by a store terminal, and various information registered in the management server based on the received arithmetic data. Can be updated.

In addition, it is determined whether or not the store identification information included in the arithmetic data received by the arithmetic data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, it is included in the store information. By providing a store information update unit that updates predetermined information, if the store identification information (for example, store name and location) included in the calculation data and the store identification information stored in the management server match, they are the same. It can be recognized as a store and other information (for example, evaluation points) related to the store can be reliably updated.

In addition, it is determined whether or not the clerk identification information included in the calculation data received by the calculation data receiving unit and the clerk identification information stored in the clerk information storage unit match, and if it is determined that they match, it is included in the clerk information. When the clerk identification information (for example, the ID number assigned to each clerk) included in the calculation data matches the clerk identification information stored in the management server by providing the clerk information update unit that updates the predetermined information. Can be recognized as the same clerk, and other information (for example, evaluation points) related to the clerk can be reliably updated.

Further, it is determined whether or not the customer identification information included in the arithmetic data received by the arithmetic data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information is used. By providing the customer information update unit that updates the included predetermined information, the customer identification information (for example, the ID number assigned to each customer) included in the calculation data matches the customer identification information stored in the management server. In some cases, it can be recognized as the same customer, and other information related to the customer (for example, check-in data based on the number of visits) can be reliably updated.

In order to achieve the above object, the customer service management method of the present invention identifies the attributes of a customer as a data carrier in which the store identification information that identifies the attributes of the store and the clerk identification information that identifies the attributes of the clerk are stored. A step of reading the customer identification information by the customer terminal in which the customer identification information is stored, a step of generating the calculation data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier by the customer terminal. The step of receiving the calculation data transmitted from the customer terminal coincides with the store identification information included in the received calculation data and the store identification information which is a part of the store information stored in the store information storage unit. A step of updating predetermined information included in the store information when it is determined whether or not the data matches, and a clerk identification information included in the received calculation data and a clerk stored in the clerk information storage unit. A step of determining whether or not the clerk identification information that is a part of the information matches, and updating the predetermined information included in the clerk information when it is determined to match, and the customer identification included in the received calculation data. A step of determining whether or not the information and the customer identification information that is a part of the customer information stored in the customer information storage unit match, and if it is determined that they match, the predetermined information included in the customer information is updated. And.

Here, the data carrier in which the store identification information that identifies the attribute of the store and the clerk identification information that identifies the attribute of the clerk is stored is read by the customer terminal that stores the customer identification information that identifies the attribute of the customer. As a result, the store identification information and the store clerk identification information stored in the data carrier can be taken into the customer terminal.

In addition, by providing a step of generating calculation data including store identification information, clerk identification information, and customer identification information by reading the data carrier with the customer terminal, the information read by the data carrier and the customer terminal can be obtained by the customer terminal. It is possible to generate arithmetic data associated with the stored customer identification information.

Further, by providing a step of receiving the calculation data transmitted from the customer terminal, the calculation data generated by reading by the customer terminal can be received by, for example, the management server, and based on the received calculation data. Various information registered in the management server can be updated.

In addition, it is determined whether or not the store identification information included in the received calculation data and the store identification information which is a part of the store information stored in the store information storage unit match, and if it is determined that they match, the store information When the store identification information (for example, store name and location) included in the calculation data and the store identification information stored in the store information storage unit of the management server match by providing the step of updating the predetermined information contained in Is recognized as the same store, and other information (for example, evaluation points) related to the store can be reliably updated.

In addition, it is determined whether or not the clerk identification information included in the received calculation data and the clerk identification information which is a part of the clerk information stored in the clerk information storage unit match, and if it is determined that they match, the clerk information By providing a step of updating the predetermined information included in the clerk identification information (for example, an ID number assigned to each clerk) included in the calculation data and the clerk identification information stored in the clerk information storage unit of the management server. If they match, it is recognized that they are the same clerk, and other information (for example, evaluation points) related to the clerk can be surely updated.

In addition, it is determined whether or not the customer identification information included in the received calculation data and the customer identification information which is a part of the customer information stored in the customer information storage unit match, and if it is determined that they match, the customer information. When the customer identification information (for example, the ID number assigned to each customer) included in the calculation data and the customer identification information stored in the management server match by providing the step of updating the predetermined information contained in the data. Can recognize that they are the same customer and can reliably update other information related to the customer (for example, check-in data based on the number of store visits).

In order to achieve the above object, the customer service management method of the present invention identifies the data carrier in which the customer identification information that identifies the customer attribute is stored, the store identification information that identifies the store attribute, and the store clerk attribute. A step of reading with a store terminal in which the clerk identification information is stored, a step of generating arithmetic data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier with the store terminal. The step of receiving the calculation data transmitted from the store terminal coincides with the store identification information included in the received calculation data and the store identification information which is a part of the store information stored in the store information storage unit. A step of updating predetermined information included in the store information when it is determined whether or not the data matches, and a clerk identification information included in the received calculation data and a clerk stored in the clerk information storage unit. A step of determining whether or not the clerk identification information that is a part of the information matches, and updating the predetermined information included in the clerk information when it is determined to match, and the customer identification included in the received calculation data. A step of determining whether or not the information and the customer identification information that is a part of the customer information stored in the customer information storage unit match, and if it is determined that they match, the predetermined information included in the customer information is updated. And.

Here, the data carrier in which the customer identification information for identifying the customer attribute is stored is read by the store terminal in which the store identification information for identifying the store attribute and the clerk identification information for identifying the clerk attribute are stored. As a result, the customer identification information stored in the data carrier can be taken into the store terminal.

In addition, by providing a step of generating calculation data including store identification information, clerk identification information, and customer identification information by reading the data carrier with the store terminal, the information read by the data carrier and the customer terminal can be obtained by the store terminal. It is possible to generate arithmetic data associated with the stored customer identification information.

Further, by providing a step of receiving the calculation data transmitted from the store terminal, the calculation data generated by reading by the store terminal can be received by, for example, the management server, and based on the received calculation data. Various information registered in the management server can be updated.

In addition, it is determined whether or not the store identification information included in the received calculation data and the store identification information which is a part of the store information stored in the store information storage unit match, and if it is determined that they match, the store information When the store identification information (for example, store name and location) included in the calculation data and the store identification information stored in the store information storage unit of the management server match by providing the step of updating the predetermined information contained in Is recognized as the same store, and other information (for example, evaluation points) related to the store can be reliably updated.

In addition, it is determined whether or not the clerk identification information included in the received calculation data and the clerk identification information which is a part of the clerk information stored in the clerk information storage unit match, and if it is determined that they match, the clerk information By providing a step of updating the predetermined information included in the clerk identification information (for example, an ID number assigned to each clerk) included in the calculation data and the clerk identification information stored in the clerk information storage unit of the management server. If they match, it is recognized that they are the same clerk, and other information (for example, evaluation points) related to the clerk can be surely updated.

In addition, it is determined whether or not the customer identification information included in the received calculation data and the customer identification information which is a part of the customer information stored in the customer information storage unit match, and if it is determined that they match, the customer information. When the customer identification information (for example, the ID number assigned to each customer) included in the calculation data and the customer identification information stored in the management server match by providing the step of updating the predetermined information contained in the data. Can recognize that they are the same customer and can reliably update other information related to the customer (for example, check-in data based on the number of store visits).

The customer service management system, the management server of the customer service management system, and the customer service management method according to the present invention reliably authenticate that the user has used various facilities such as restaurants, and are performed by the clerk in charge of customer service of the user. It is possible to evaluate the service on an objective basis.

It is a block diagram of a customer service management system. It is a block diagram of the management server. It is a figure which shows an example of the store information storage part. It is a figure which shows an example of a clerk information storage part. It is a figure which shows an example of the display screen of the acquisition check of a specific clerk. It is a figure which shows an example of the customer information storage part. It is an example of a display screen displayed on a customer terminal, (a) is an example of a menu screen, and (b) is an example of a check-in history. It is a flow chart of a customer service management method. It is a flow chart of a customer service management method.

Hereinafter, embodiments of the present invention will be described with reference to the drawings for the purpose of understanding the present invention.

[Example 1]
First, the overall configuration of the customer service management system 1 according to the first embodiment of the present invention will be described with reference to FIG. As shown in FIG. 1, the customer service management system 1 according to the embodiment of the present invention is installed on the store side and is a data carrier (one-dimensional bar code, two-dimensional) in which predetermined information about at least the store and the clerk is registered. A store terminal 2 as a mobile terminal capable of displaying (symbols, etc.), a customer terminal 3 as a mobile terminal owned by a customer visiting the store, and a management server 4 are connected so as to be able to communicate with each other via an Internet line 5. ing.

Here, the data carrier does not necessarily have to be displayed via the store terminal 2. For example, a data carrier in which predetermined information is registered may be displayed on a paper medium. For convenience of explanation, the data carrier will be described below on the assumption that the data carrier is displayed via the store terminal 2.

Further, the store terminal 2, the customer terminal 3, and the management server 4 do not necessarily have to be connected to each other via the Internet line 5, and may be connected by any other communication means.

Further, the store terminal 2 and the customer terminal 3 do not necessarily have to be mobile terminals. For example, the information processing terminal having a browser function, such as a personal computer (PC) and a tablet terminal, is not particularly limited.

The management server 4 updates the predetermined information registered in the management server 4 mainly by receiving the data transmitted from the customer terminal 3, and further transmits the predetermined information to the store terminal 2. As shown in FIG. 2, the device is a store information storage unit 41, a store clerk information storage unit 42, a customer information storage unit 43, an arithmetic data reception unit 44, a data carrier transmission unit 45, a store information update unit 46, and a store clerk information update unit. It is mainly composed of 47 and a customer information update unit 48.

The store information storage unit 41 is a database in which information unique to each store is stored for each registered store. Here, as the information unique to each store, for example, as shown in FIG. 3, information for specifying a store such as a store ID, a store name, and a location, which is information for specifying the store (hereinafter, this information). In addition to the information for identifying the store (referred to as "store identification information"), store evaluation data based on the check-in history of customers who have visited the store is stored.

The store evaluation data refers to points corresponding to check-in by reading the data carrier using the customer terminal 3 when the customer visits the store (for example, one store evaluation point is obtained by one check-in). Granted to the store). That is, this store evaluation point is data indicating the number of customers visiting the store, and is used as evaluation data for each store rated based on the trends of the number of new customers and the number of returning customers by associating with the customer terminal 3. be able to.

Here, the store information stored in the store information storage unit 41 is not necessarily limited to the store identification information and the store evaluation points. For example, the store identification information may be any information as long as it can identify the store, such as the store ID, the store name, the telephone number or email address of the store, or the URL of the store website. , The combination of the information can be changed as appropriate.

Further, in the store evaluation data, it is not always necessary that one store evaluation point is given to the store by one check-in by the customer. The store evaluation points given according to the number of check-ins of customers can be changed as appropriate.

A store wishing to register in the customer service management system 1 first accesses the management server 4 and registers predetermined store identification information, so that a storage area for each store is allocated to the store information storage unit 41. After that, the store evaluation data based on the evaluation points associated with the store visit authentication of the customer who visits the store is stored in the store information storage unit 41.

The clerk information storage unit 42 is a database in which unique information of each clerk is stored for each registered clerk. Here, as the unique information of each clerk, for example, as shown in FIG. 4, the clerk ID that identifies the clerk assigned to each clerk, the information for identifying the clerk such as the store to which the clerk belongs (hereinafter, In addition to the information for identifying the clerk is referred to as "clerk identification information"), clerk evaluation data based on the clerk evaluation points indicating the evaluation from the customer who visited the store is stored.

Here, the clerk information stored in the clerk information storage unit 42 is not necessarily limited to the clerk identification information and the store evaluation points. For example, the clerk identification information may be any information that can identify the clerk, such as the clerk's name, face photo, nickname, telephone number, and email address, and the combination of the information is changed as appropriate. It is possible to do.

The clerk evaluation data is an evaluation index of the clerk, the first clerk evaluation data based on the first clerk evaluation point which is the evaluation for inducing the customer to check-in, the evaluation of the customer service from the customer, and the like. It is composed of a second clerk evaluation data based on a second clerk evaluation point, which is an evaluation of the work performance of the employees.

The first clerk evaluation data refers to points according to check-in by reading a data carrier using the customer terminal 3 by being guided by a specific clerk when a customer visits the store (for example, by one check-in). The first clerk evaluation point of 1 is given to the clerk). That is, the first clerk evaluation point is data showing the performance of the clerk who guided the customer to check-in, and can be used as one of the indexes for evaluating the clerk.

FIG. 5 is an example of a display screen showing the first clerk evaluation point. As shown in FIG. 5, it is possible to grasp how many check-ins the clerk has acquired from the customer in one day, and new customers (new customers) regarding the acquired check-in. It is displayed whether the acquisition is from New) or from the repeat customer (Repeat).

Here, in the first clerk evaluation data, it is not always necessary that the first clerk evaluation point of 1 is given to the clerk by one check-in by the customer. The number of first clerk evaluation points given in response to customer check-in can be changed as appropriate.

The second clerk evaluation data refers to points according to the evaluation of a specific clerk's customer service after the customer checks in (for example, when the customer is impressed with the customer service of a specific clerk). A second clerk evaluation point of 1 is given to the clerk for each transmission through the customer terminal 3). That is, the second clerk evaluation point is data indicating the evaluation of the clerk in charge of customer service by the customer after check-in, and can be used as one of the indexes for evaluating the clerk.

When the customer transmits the second clerk evaluation point to the specific clerk via the customer terminal 3, the specific clerk is selected from the display screen displayed on the customer terminal 3 after check-in, and the second You can send 2 clerk evaluation points. The second clerk evaluation point can be transmitted a predetermined number of times (for example, 10 times) within a predetermined time (for example, within 3 hours) after the customer checks in.

Here, as for the second clerk evaluation point, it is not always necessary for the clerk to be given one second clerk evaluation point for each transmission by the customer through the customer terminal 3. The second clerk evaluation point given for each transmission can be changed as appropriate.

In addition, it is not always necessary to set a limit on the period and the number of times that the second clerk evaluation point can be transmitted. However, by limiting the period and the number of times that the second clerk evaluation point can be transmitted in this way, it is possible to prevent arbitrary evaluation by the customer and enhance the objectivity of the evaluation for the clerk.

Further, the second clerk evaluation point does not necessarily have to be transmitted only via the customer terminal 3. For example, the second clerk evaluation point may be transmitted to a specific clerk via an external terminal (not shown) owned by another clerk in the same store. As a result, it becomes possible for the clerk in the store to evaluate each other's work performance. When exchanging the second clerk evaluation points between the clerk, the anonymity of the clerk at the transmission source is ensured in order to make the evaluation more objective.

A store clerk who wishes to register in the customer service management system 1 first accesses the management server 4 and registers a predetermined store clerk identification information, so that a storage area for each store clerk is assigned to the store clerk information storage unit 42. After that, the clerk evaluation data based on the evaluation points associated with the store visit authentication of the customer who visits the store is stored in the clerk information storage unit 42.

The customer information storage unit 43 is a database in which information unique to each customer is stored for each registered customer. Here, as the unique information of each customer, for example, as shown in FIG. 6, in addition to the customer ID (hereinafter, referred to as “customer identification information”) that identifies the customer assigned to each customer, the information to the store is provided. Check-in data according to the number of check-ins is stored.

Note that FIG. 7 is an example of a display screen displayed on the customer terminal 3. When you log in from the login screen, the menu screen is displayed first (Fig. 7 (a)), and when you tap "Checked-in store", as shown in Fig. 7 (b), when and which store the customer is in. It is possible to know how many times the store has been visited. Further, for example, a customer who has a large number of check-ins is given a privilege (for example, a discount voucher that can be used at a store) according to the number of check-ins.

Here, the customer information stored in the customer information storage unit 43 is not necessarily limited to the customer identification information and the check-in data. For example, the customer identification information may be any information that can identify the customer, such as the customer's name, nickname, telephone number, and email address, and the combination of the information may be changed as appropriate. It is possible.

In addition, it is not always necessary to give the customer a privilege according to the number of check-ins. However, by giving the customer a privilege according to the number of check-ins, when the customer visits the store, the check-in is actively performed, so that the objectivity of the store evaluation data based on the store visit history is enhanced. Can be done.

A customer who wishes to register in the customer service management system 1 accesses the management server 4 via the customer terminal 3 and registers predetermined customer identification information, so that a storage area for each customer is stored in the customer information storage unit 43. Is assigned. After that, check-in data according to the number of check-ins to the store is stored in the customer information storage unit 43.

The calculation data receiving unit 44 has a function of receiving the calculation data transmitted from the customer terminal 3. This calculation data is data in which the store identification information stored in the data carrier, the clerk identification information, and the customer identification information stored in the customer terminal 3 are associated with each other, and the data carrier is read by the customer terminal 3. It is generated and automatically transmitted to the management server 4.

When the calculated data has, for example, store identification information stored in a data carrier and a plurality of information as clerk identification information (for example, store ID and store name as store identification information, clerk ID and clerk name as clerk identification information). ), All of the information may be generated as arithmetic data, or some data (for example, only the store ID and the clerk ID) may be generated as arithmetic data.

The data carrier transmission unit 45 transmits each of the store identification information stored in the store information storage unit 41 and the store clerk identification information stored in the store clerk information storage unit 42 to the store terminal 2. Displayed as a data carrier via 2.

The store information update unit 46 has a function of mainly updating the store evaluation data stored in the store information storage unit 41. Based on the calculation data received by the calculation data receiving unit 44, the store information updating unit 46 determines whether or not the store identification information included in the calculation data matches the store identification information stored in the store information storage unit 41. If it is determined that they match, the store evaluation data is updated.

The data match or mismatch determination in the store information update unit 46 is "matched" only when the store identification information included in the calculation data and the store identification information stored in the store information storage unit 41 completely match. ". That is, when a plurality of data (for example, a store ID and a store name) are included as the store identification information included in the calculation data, the store ID stored in the store information storage unit 41 and the store name all match. The store evaluation data is updated by the store information update unit 46 only in Japan.

Here, when a plurality of data (for example, a store ID and a store name) are included as the store identification information included in the calculation data, both the store ID and the store name stored in the store information storage unit 41 match. It is not necessary to update the store evaluation data in the store information update unit 46 only in this case. For example, if only one of the store ID and the store name matches, it may be determined as "match". However, if all of the calculated data match, it is determined as "match", so that the store evaluation data can be updated more reliably.

Further, it is not always necessary for the store information updating unit 46 to determine whether or not the store identification information included in the calculation data matches the store identification information stored in the store information storage unit 41. For example, a store determination unit is provided separately from the store information update unit 46, and whether or not the store identification information included in the calculation data in the store determination unit matches the store identification information stored in the store information storage unit 41. May be determined.

Further, the store information updating unit 46 does not necessarily have to have a function of updating only the store evaluation data. For example, even when a part of other store identification information stored in the store information storage unit 41 is updated, the information is updated by the store information update unit 46.

The clerk information updating unit 47 has a function of mainly updating the clerk evaluation data stored in the clerk information storage unit 42. When updating the first clerk evaluation data among the clerk evaluation data, the clerk identification information included in the calculation data and the clerk information storage unit 42 are stored based on the calculation data received by the calculation data receiving unit 44. It is determined whether or not the clerk identification information matches, and if it is determined that they match, the first clerk evaluation data is updated.

Further, when updating the second clerk evaluation data among the clerk evaluation data, when the second clerk evaluation data based on the second clerk evaluation point is received by the external terminal including the customer terminal 3, the clerk information update unit 47 It is determined whether or not the clerk identification information associated with the second evaluation point and the clerk identification information stored in the clerk information storage unit 42 match, and if it is determined that they match, the second clerk evaluation data Is to be updated.

The data match or mismatch determination in the clerk information update unit 47 is "matched" only when the clerk identification information included in the calculation data and the clerk identification information stored in the clerk information storage unit 42 completely match. ". That is, when a plurality of data (for example, a clerk ID and a clerk name) are included as the clerk identification information included in the calculation data, the clerk ID stored in the clerk information storage unit 42 and the clerk name both match. The clerk information update department 47 updates the clerk evaluation data only in Japan.

Here, when a plurality of data (for example, a clerk ID and a clerk name) are included as the clerk identification information included in the calculation data, both the clerk ID and the clerk name stored in the clerk information storage unit 42 match. It is not necessary to update the clerk evaluation data in the clerk information update unit 47 only in this case. For example, if only one of the clerk ID and the clerk name matches, it may be determined as "match". However, if all of the calculated data match, it is determined as "match", so that the clerk evaluation data can be updated more reliably.

Further, it is not always necessary for the store clerk information updating unit 47 to determine whether or not the store identification information included in the calculation data and the store identification information stored in the store information storage unit 41 match. For example, a store determination unit is provided separately from the store information update unit 46, and whether or not the store identification information included in the calculation data in the store determination unit matches the store identification information stored in the store information storage unit 41. May be determined.

Further, the store clerk information updating unit 47 does not necessarily have to have a function of updating only the store clerk evaluation data. For example, even when a part of other clerk identification information stored in the clerk information storage unit 42 is updated, the information is updated by the clerk information update unit 47.

The customer information update unit 48 has a function of mainly updating the check-in data stored in the customer information storage unit 43. Based on the calculation data received by the calculation data receiving unit 44, the customer information updating unit 48 determines whether or not the customer identification information included in the calculation data matches the customer identification information stored in the customer information storage unit 43. If it is determined that they match, the check-in data is updated.

That is, the customer information updating unit 48 can reliably reflect the check-in data, which is the store visit record based on the customer's check-in to the store.

Here, it is not always necessary for the customer information updating unit 48 to determine whether or not the customer identification information included in the calculation data and the customer identification information stored in the customer information storage unit 43 match. For example, a customer determination unit is provided separately from the customer information update unit 48, and whether or not the customer identification information included in the calculation data in the customer determination unit matches the customer identification information stored in the customer information storage unit 43. May be determined.

The above is the customer service management method by the customer service management system 1 of the present invention. Then, for example, the store evaluation data is disclosed as the rating information of the store and is used as an index when selecting a store by a third party. On the other hand, the clerk evaluation data can be used as internal information in the store, for example, as a personnel evaluation of the clerk.

Next, a customer service management method using the customer service management system according to the embodiment of the present invention will be described with reference to the flow charts of FIGS. 8 and 9.

<Sending registration information to the data carrier: Step 1>
First, the management server 4 transmits the store identification information registered in the store information storage unit 41 and the store clerk identification information registered in the store clerk information storage unit 42 from the data carrier transmission unit 45 to the store terminal 2.

<Reading the data carrier by the customer terminal: Step 2>
A customer who visits a store activates a predetermined application software from a customer terminal 3 in which customer identification information is registered in advance according to the guidance of a clerk in charge of customer service, and a data carrier in which the store identification information and the clerk identification information are stored. To read.

<Transmission and reception of calculation data: Step 3>
When the data carrier is read through the customer terminal 3 in step 2, arithmetic data in which the store identification information registered in the data carrier, the clerk identification information, and the customer identification information registered in the customer terminal 3 are associated with each other is generated. Will be done. The generated calculation data is transmitted from the customer terminal 3 to the management server 4, and is also received by the calculation data receiving unit 44 of the management server 4.

<Determination of store identification information: Step 4>
The management server 4 compares the store identification information included in the calculation data received by the calculation data receiving unit 44 with the store identification information stored in the store information storage unit 41, and determines whether or not they match. As a result of the determination, if it is determined that they match, the process proceeds to step 5, and if it is determined that they do not match, the process ends.

<Determination of clerk identification information: Step 5>
In step 4, it is determined whether or not the store identification information included in the calculation data received by the calculation data receiving unit 44 and the store identification information stored in the store information storage unit 41 are compared and matched. As a result of the determination, if it is determined that they match, the process proceeds to step 6, and if it is determined that they do not match, the process ends.

<Determination of customer identification information: Step 6>
In step 5, it is determined whether or not the customer identification information included in the calculation data received by the calculation data receiving unit 44 and the customer identification information stored in the customer information storage unit 43 are compared and matched. As a result of the determination, if it is determined that they match, the process proceeds to step 7, and if it is determined that they do not match, the process ends.

Here, the determination of the calculation data does not necessarily have to be determined according to the procedure of steps 4 to 6 described above, and the procedure can be changed as appropriate.

<Data count-up: Step 7>
If it is determined in steps 4 to 6 that all match, it is determined that the customer has checked in to the store, and the store evaluation data and the clerk information storage unit 42 stored in the store information storage unit 41 of the management server 4 The first clerk evaluation data stored in the store, the evaluation data stored in the customer information storage unit 43, and the check-in data are counted up.

<Determination of transmission of second clerk evaluation point from customer terminal: Step 8>
Within a predetermined time after determining the customer's check-in in step 7, it is determined whether or not the second clerk evaluation point, which is an evaluation index for the customer service of the clerk, is transmitted from the customer terminal 3 of the customer who has checked in to the store.

<Determination of the number of transmissions of the second clerk evaluation point: Step 9>
If the transmission of the second clerk evaluation point is determined in step 8, the process proceeds to step 9, and the number of transmissions (T1) of the second clerk evaluation points transmitted from the same customer terminal 3 within a predetermined time is determined. It is determined whether or not the number of times is less than the predetermined limit (Tc).

<Update of the second clerk evaluation point: Step 10>
If it is determined in step 9 that the number of transmissions (T1) of the second clerk evaluation points transmitted from the same customer terminal 3 is less than the limit number (Tc), the process proceeds to step 10 and the clerk information storage unit. The second clerk evaluation data stored in 42 is counted up.

<Determination of transmission of second clerk evaluation point from external terminal: Step 11>
On the other hand, if it is determined in step 8 that the second clerk evaluation point is not transmitted from the customer terminal 3, the process proceeds to step 11 and the transmission of the second clerk evaluation point from an external terminal other than the customer terminal 3 is performed. The presence or absence of is determined. As described above, the external terminal is a mobile terminal owned by another clerk registered in the management server 4.

<Determination of the number of transmissions of the second clerk evaluation point: Step 12>
If the transmission of the second clerk evaluation point is determined in step 11, the process proceeds to step 12, and the number of transmissions (T2) of the second clerk evaluation point transmitted from the same external terminal within a predetermined time is set in advance. It is determined whether or not the number of times is less than the specified limit (Tc). Then, when it is determined that the number of transmissions (T2) of the second clerk evaluation points transmitted from the external terminal is less than the limit number (Tc), the process proceeds to step 10 and is stored in the clerk information storage unit 42. The second clerk evaluation data is counted up.

On the other hand, when it is determined that the number of transmissions (T2) of the second clerk evaluation points transmitted from the external terminal is equal to or greater than the limit number (Tc), the second clerk information storage unit 42 stores the second. The clerk evaluation data is not updated and the process ends.

[Example 2]
Next, the customer service management system 1 according to the second embodiment will be described. The parts that overlap with the first embodiment are designated by the same reference numerals, and the overlapping description will be omitted.

In the customer service management system 1 according to the embodiment of the present invention, at the time of customer check-in, the data carrier displayed on the customer terminal 3 and storing the customer identification information, the store identification information, and the clerk identification information are stored. It is a method of reading with the store terminal 2.

That is, when the customer visits the store, the customer presents the data carrier displayed on the customer terminal 2 owned by the customer to the store clerk. When the store clerk reads the data carrier presented by the customer with the store terminal 2, the store clerk generates arithmetic data in which the store identification information, the clerk identification information, and the customer identification information are associated with each other, and the arithmetic data is generated. It is transmitted from the store terminal 2 to the management server 4. The processing on the management server 4 after the arithmetic data receiving unit 44 receives the arithmetic data is the same as that of the first embodiment described above.

As described above, the customer service management system, the management server of the customer service management system, and the customer service management method according to the present invention reliably authenticate that the user has used various facilities such as restaurants, and are in charge of customer service of the user. The service provided by the clerk can be evaluated on an objective basis.

1 Customer service management system 2 Store terminal 3 Customer terminal 4 Management server 41 Store information storage unit 42 Store clerk information storage unit 43 Customer information storage unit 44 Calculation data reception unit 45 Data carrier transmission unit 46 Store information update department 47 Store clerk information update department 48 Customers Information update department 5 Internet line

Claims (12)

A store terminal capable of displaying a store identification information that identifies a store attribute and a data carrier that stores a store clerk identification information that identifies a store clerk attribute,
A customer terminal that stores customer identification information that identifies a customer's attributes and generates arithmetic data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier.
A store information storage unit that stores predetermined store information including the store identification information, a clerk information storage unit that stores predetermined store clerk information including the store clerk identification information, and a predetermined customer information including the customer identification information are stored. Stored customer information storage unit, arithmetic data receiving unit that receives the arithmetic data generated by the customer terminal, store identification information included in the arithmetic data received by the arithmetic data receiving unit, and storage in the store information storage unit. It is included in the calculation data received by the store information update unit and the calculation data receiving unit that update the predetermined information included in the store information when it is determined whether or not the stored store identification information matches and if it is determined to match. The clerk information update unit, which determines whether or not the clerk identification information stored in the clerk information storage unit matches the clerk identification information, and updates the predetermined information included in the clerk information when it is determined that the clerk identification information matches. When it is determined whether or not the customer identification information included in the calculation data received by the calculation data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information is used. A customer service management system including a management server having a customer information update unit that updates predetermined information included. A customer terminal that can display a data carrier that stores customer identification information that identifies customer attributes, and
The store identification information that identifies the attributes of the store and the clerk identification information that identifies the attributes of the clerk are stored, and the store identification information, the clerk identification information, and the customer identification information are included by reading the data carrier. Store terminals that generate arithmetic data and
A store information storage unit that stores predetermined store information including the store identification information, a clerk information storage unit that stores predetermined store clerk information including the store clerk identification information, and a predetermined customer information including the customer identification information are stored. The customer information storage unit, the arithmetic data receiving unit that receives the arithmetic data generated by the store terminal, the store identification information included in the arithmetic data received by the arithmetic data receiving unit, and the store information storage unit. It is included in the calculation data received by the store information update unit and the calculation data receiving unit that update the predetermined information included in the store information when it is determined whether or not the stored store identification information matches and if it is determined to match. The clerk information update unit, which determines whether or not the clerk identification information stored in the clerk information storage unit matches the clerk identification information, and updates the predetermined information included in the clerk information when it is determined that the clerk identification information matches. When it is determined whether or not the customer identification information included in the calculation data received by the calculation data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information is used. A customer service management system including a management server having a customer information update unit that updates predetermined information included. The store information stored in the store information storage unit includes store evaluation data based on store evaluation points that serve as store evaluation indexes.
The store information update unit updates the store evaluation data when it determines that the store identification information included in the calculation data and the store identification information stored in the store information storage unit match. The customer service management system according to item 2. The clerk information stored in the clerk information storage unit includes the first clerk evaluation data based on the first clerk evaluation point which is an evaluation index of the clerk.
The claim that the clerk information update unit updates the first clerk evaluation data when it determines that the clerk identification information included in the calculation data and the clerk identification information stored in the clerk information storage unit match. The customer service management system according to any one of claims 1 to 3. The clerk information stored in the clerk information storage unit includes the second clerk evaluation data based on the second clerk evaluation point which is the evaluation index of the clerk.
The clerk information updating unit updates the second clerk evaluation data when it receives the second clerk evaluation point transmitted via the customer terminal and an external terminal including the store terminal. The customer service management system according to 4. The clerk information updating unit determines that the clerk identification information included in the calculation data and the clerk identification information stored in the clerk information storage unit match, and the second clerk from the customer terminal. The customer service management system according to claim 5, wherein the second clerk evaluation data is updated when the evaluation points are received. The clerk information updating unit relates to the second clerk evaluation point only within a predetermined time from the time when it is determined that the clerk identification information included in the calculation data and the clerk identification information stored in the clerk information storage unit match. The customer service management system according to claim 6, which allows reception of data. The customer information storage unit stores check-in data based on the number of visits to the customer's store.
The customer information update unit updates the check-in data when it is determined that the customer identification information included in the calculation data and the customer identification information stored in the customer information storage unit match. The customer service management system according to any one of 7. A store information storage unit that stores store information including store identification information that identifies store attributes,
A clerk information storage unit that stores clerk information including clerk identification information that identifies the attributes of the clerk,
A customer information storage unit that stores customer information including customer identification information that identifies customer attributes,
The store identification information, the clerk identification information, and the customer identification information generated by reading the store identification information and the data carrier in which the clerk identification information is stored by the customer terminal in which the customer identification information is stored. An arithmetic data receiver that receives arithmetic data including
It is determined whether or not the store identification information included in the calculation data received by the calculation data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, the store information The store information update department that updates the prescribed information contained in
It is determined whether or not the clerk identification information included in the calculation data received by the calculation data receiving unit and the clerk identification information stored in the clerk information storage unit match, and if it is determined that they match, the clerk information The clerk information update department that updates the prescribed information contained in
It is determined whether or not the customer identification information included in the calculation data received by the calculation data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information A management server for a customer service management system that includes a customer information update unit that updates predetermined information contained in. A store information storage unit that stores store information including store identification information that identifies store attributes,
A clerk information storage unit that stores clerk information including clerk identification information that identifies the attributes of the clerk,
A customer information storage unit that stores customer information including customer identification information that identifies customer attributes,
The store identification information, the clerk identification information, and the customer identification information generated by reading the data carrier in which the customer identification information is stored with the store identification information and the store terminal in which the clerk identification information is stored. An arithmetic data receiver that receives arithmetic data including
It is determined whether or not the store identification information included in the calculation data received by the calculation data receiving unit and the store identification information stored in the store information storage unit match, and if it is determined that they match, the store information The store information update department that updates the prescribed information contained in
It is determined whether or not the clerk identification information included in the calculation data received by the calculation data receiving unit and the clerk identification information stored in the clerk information storage unit match, and if it is determined that they match, the clerk information The clerk information update department that updates the prescribed information contained in
It is determined whether or not the customer identification information included in the calculation data received by the calculation data receiving unit and the customer identification information stored in the customer information storage unit match, and if it is determined that they match, the customer information A management server for a customer service management system that includes a customer information update unit that updates predetermined information contained in. A step of reading a data carrier in which store identification information for identifying store attributes and clerk identification information for identifying clerk attributes is stored with a customer terminal storing customer identification information for identifying customer attributes, and
A step of generating arithmetic data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier with the customer terminal.
The step of receiving the calculation data transmitted from the customer terminal, and
It is determined whether or not the store identification information included in the received calculation data and the store identification information which is a part of the store information stored in the store information storage unit match, and if it is determined that they match, the store information And the steps to update the given information contained in
It is determined whether or not the clerk identification information included in the received calculation data and the clerk identification information which is a part of the clerk information stored in the clerk information storage unit match, and if it is determined that they match, the clerk information And the steps to update the given information contained in
It is determined whether or not the customer identification information included in the received calculation data and the customer identification information which is a part of the customer information stored in the customer information storage unit match, and when it is determined that they match, the customer information A customer service management method that includes steps to update certain information contained in. A data carrier in which customer identification information for identifying customer attributes is stored is read by a store terminal in which store identification information for identifying store attributes and store clerk identification information for identifying store clerk attributes are stored.
A step of generating arithmetic data including the store identification information, the clerk identification information, and the customer identification information by reading the data carrier with the store terminal.
The step of receiving the calculation data transmitted from the store terminal, and
It is determined whether or not the store identification information included in the received calculation data and the store identification information which is a part of the store information stored in the store information storage unit match, and if it is determined that they match, the store information And the steps to update the given information contained in
It is determined whether or not the clerk identification information included in the received calculation data and the clerk identification information which is a part of the clerk information stored in the clerk information storage unit match, and if it is determined that they match, the clerk information And the steps to update the given information contained in
It is determined whether or not the customer identification information included in the received calculation data and the customer identification information which is a part of the customer information stored in the customer information storage unit match, and when it is determined that they match, the customer information A customer service management method that includes steps to update certain information contained in.

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