继续认真 Wetfeet - AYC case 1

WetFeet就是一个还挺出名的guide系列啦，AYC就是 Ace Your Case，一本专门讲面试里面case部分的书。整本书就是提供了一些分析case的角度，复习了一下资产负债表，然后就是几个例子。嗯……用处不太大。

第一个case就是列出提高一个航空公司的电话服务中心水平的一些主意。我总觉得，关于这个公司的其他一切信息都没有，连什么地方需要改进都不知道就开始给主意改进了，总不是正路。据说这类型的list一堆idea的问题是要看看brainstorm的功夫。我始终倾向于先问问interviwer有没有另外的信息，如果没有再开始瞎掰。

解：
Improve by reality: 就是着实提高中心的性能
1.Replace music in wait time with promotion information to make good use of the time.

2.Increase number of service representatives to reduce wait time.

3.Ensure that the representatives are as well trained as possible so that they are always able to provide precise and correct information and the chances that the customer has to be forwarded to another representative are reduced.

4.Ensure the system is efficient enough so that the representatives can access information quickly.

5.Conduct periodic surveys to identify and prioritize areas that need improvement.

Improve by perception:就是让顾客更舒服，更人性化
1.Increase number of service languages available.

2.Allow choosing options by speaking instead of dialing.

3.Keep a log of the preferences of frequent flyers for service language, seating, flight times, and so on.

还有什么好的idea呢？总是担心掰不到点子上。