JP7543231B2 - Customer service staff management device - Google Patents

Description

The present invention relates to a customer service staff management device that manages staff who serve customers in a store.

Technology is known that allows salespeople to serve customers via communication (see, for example, Patent Document 1).

Patent No. 6891759

Conventional technology has been difficult to apply to stores where sales staff directly serve customers, such as vehicle dealerships.

The customer service staff management device according to one aspect of the invention includes a staff management unit that manages customer service staff belonging to each of a plurality of stores as registered information including information about the store to which the staff belongs; a customer service information acquisition unit that is installed in each of the plurality of stores and acquires customer service information indicating whether the customer service staff belonging to each store is currently serving customers; a communication unit that can communicate with a communication terminal carried by each of the customer service staff; and a control unit that, when the customer service information of all customer service staff belonging to a first store among the plurality of stores indicates that they are currently serving customers, selects customer service staff belonging to a second store different from the first store and whose customer service information does not indicate that they are currently serving customers as customer service candidates, and notifies the customer service staff as the customer service candidates of the selection result via the communication unit.

The present invention makes it possible to provide proper customer service to customers at a store that is short of customer service staff, for example.

1 is a diagram illustrating an example of a customer service scene using the customer service staff management device; 1 is a block diagram illustrating a configuration of a main part of a customer service staff management device according to an embodiment; 6 is a flowchart illustrating a processing flow of a program executed by a processing unit of the server.

Hereinafter, an embodiment of the invention will be described with reference to the drawings.
1 is a diagram for explaining a customer service staff management device according to an embodiment, illustrating a customer service scene in a store 20. The store 20 is, for example, one of a plurality of stores (store 10 and store 20) owned by a dealership that sells automobiles. Each of the stores 10 and 20 employs a plurality of staff members (hereinafter referred to as customer service staff members) who negotiate business with visitors.

The customer service staff management device is configured to grasp the customer service status of all the customer service staff working at the store 10 and the store 20. In the store 20 shown in FIG. 1, all the customer service staff working at the store 20 are currently serving customers, and it is difficult for the customer service staff at the store 20 to directly serve new customers. When new customers 7A and 7B arrive at the store 20, the customer service staff management device performs customer service management control so that a customer service staff member 10B who is working at another store 10 other than the store 20 and is not currently serving customers serves the customers 7A and 7B to the store 20 online via the remote customer service device 25 of the store 20 instead of the customer service staff at the store 20. In the example of FIG. 1, the remote customer service device 25 is placed on the table where the customers 7A and 7B are seated, and the customer service staff member 10B working at the store 10 is displayed on the display unit 252 of the remote customer service device 25.

In the embodiment, customer service staff member 10B displayed on display unit 252 communicates with visitors 7A and 7B online. Unlike customer service in which a non-human avatar such as an animal or character is set to communicate, customer service staff member 10B displayed on display unit 252 serves customers in real time. The screen size of display unit 252 of remote customer service device 25 is configured to be capable of displaying the facial expressions of customer service staff member 10B in high-definition video at nearly life-size so that visitors 7A and 7B can experience a sense of realism similar to that of face-to-face customer service. Such a customer service staff management device will be described in detail below.

2 is a block diagram illustrating an example of the configuration of the main parts of the customer service staff management device 100. The customer service staff management device 100 is composed of a plurality of devices provided in the first store 10, a plurality of devices provided in the second store 20, and a server 30, and manages the customer service staff working at the first store 10 and the second store 20. The communication unit 16 of the first store 10, the communication unit 26 of the second store 20, and the server 30 are connected via a communication network 50, such as a wireless communication network, the Internet network, or a telephone line network.
The first store 10 in Fig. 2 corresponds to a store 10 other than the above-mentioned store 20. The second store 20 in Fig. 2 corresponds to the above-mentioned store 20 in Fig. 1. The server 30 may be provided in the first store 10 or the second store 20.

<First store>
The first store 10 where the customer service staff 10A and the customer service staff 10B work is equipped with a remote customer service device 15, a communication unit 16, and a camera 17.
The customer service staff member 10A carries, for example, a headset 11 configured as a wearable device and a communication unit 12. Similarly, the customer service staff member 10B carries a headset 13 and a communication unit 14 configured as a wearable device.

The headsets 11 and 13 convert the voices emitted by the customer service staff 10A and 10B into audio signals using their respective microphones. The communication units 12 and 14 transmit audio signals based on the voices emitted by the customer service staff 10A and 10B to the communication unit 16 via wireless communication. The communication units 12 and 14 also receive the audio signals transmitted from the communication unit 16 and transmit the received audio signals to the headsets carried by the customer service staff 10A and 10B, respectively.

The audio based on the audio signals sent from the communication units 12 and 14 of the customer service staff 10A and 10B to the headsets of the customer service staff 10A and 10B, respectively, is played back from the earphone unit of each headset.

The communication unit 16 of the first store 10 communicates wirelessly with the communication unit 12 of the customer service staff member 10A and the communication unit 14 of the customer service staff member 10B within the first store 10, and also communicates via wires with the remote customer service device 15 and the camera 17.
In addition, outside the first store 10 , the communication unit 16 communicates with the communication unit 26 or the server 30 of the second store 20 via the communication network 50 .

The remote customer service device 15 has a microphone speaker 150 , a camera 151 , a display unit 152 , a processing unit 153 , and a storage unit 154 .
The microphone-speaker 150 has a built-in microphone unit and a speaker unit (not shown). The microphone unit converts the voice of the customer at the first store 10 who is being served via the remote customer service device 15 into an audio signal. The audio signal is transmitted to the communication unit 16. The speaker unit reproduces the voice based on the audio signal output from the communication unit 16 to the customer at the first store 10 who is being served via the remote customer service device 15.

The camera 151 captures an image of a customer at the first store 10 who is being served via the remote customer service device 15, and outputs a video signal. The video signal is transmitted to the communication unit 16.
The display unit 152 is configured with, for example, a liquid crystal display panel. The display unit 152 reproduces an image based on the video signal output from the communication unit 16 via the remote customer service device 15 to a customer of the first store 10 who is being served by the remote customer service device 15.

The processing unit 153 is composed of a microcomputer and its peripheral circuits, etc. The processing unit 153 executes a predetermined process based on the data stored in the memory unit 154 and the signals received via the communication unit 16, and outputs a control signal to each unit in the remote customer service device 15.
The storage unit 154 stores information showing a record of the conversation between a visitor and a customer service staff member when the visitor serves a customer online via the remote customer service device 15 .
When the remote customer service device 15 is not serving customers online, it can function as a so-called electronic billboard that plays advertisements and the like based on CM (Commercial Message) information stored in the storage unit 154. The CM information is information for playing on the display unit 152 advertisement videos and the like for the vehicles being sold.

The camera 17 captures images of the inside of the first store 10 and acquires video of the inside of the store. A processing unit 32 of the server 30, which will be described later, is capable of detecting visitors to the first store 10 based on the video acquired by the camera 17.
The camera 17 may be configured with multiple cameras, and the images of the inside of the store may be captured separately by the multiple cameras.

<Second store>
The second store 20 where the customer service staff 20A and the customer service staff 20B work is equipped with a remote customer service device 25, a communication unit 26, and a camera 27.
The waiter staff member 20A carries, for example, a headset 21 configured as a wearable device and a communication unit 22. Similarly, the waiter staff member 20B carries a headset 23 and a communication unit 24 configured as a wearable device.

The headsets 21 and 23 convert the voices emitted by the customer service staff 20A and 20B into audio signals using their respective microphones. The communication units 22 and 24 transmit audio signals based on the voices emitted by the customer service staff 20A and 20B to the communication unit 26 via wireless communication. The communication units 22 and 24 also receive the audio signals transmitted from the communication unit 26 and transmit the received audio signals to the headsets carried by the customer service staff 20A and 20B, respectively.

The audio based on the audio signals sent from the communication units 22 and 24 of the customer service staff 20A and 20B to the headsets of the customer service staff 20A and 20B, respectively, is played back from the earphone unit of each headset.

The communication unit 26 of the second store 20 communicates wirelessly with the communication unit 22 of the customer service staff member 20A and the communication unit 24 of the customer service staff member 20B within the second store 20, and also communicates via wires with the remote customer service device 25 and the camera 27.
In addition, the communication unit 26 communicates with the communication unit 16 or the server 30 of the first store 10 outside the second store 20 via the communication network 50.

The remote customer service device 25 has a microphone speaker 250 , a camera 251 , a display unit 252 , a processing unit 253 , and a storage unit 254 .
The microphone-speaker 250 has a built-in microphone section and speaker section (not shown). The microphone section converts the voice of the customer at the second store 20 who is being served via the remote customer service device 25 into an audio signal. The audio signal is transmitted to the communication section 26. The speaker reproduces the voice based on the audio signal output from the communication section 26 to the customer at the second store 20 who is being served via the remote customer service device 25.

The camera 251 captures an image of a customer at the second store 20 who is being served via the remote customer service device 25, and outputs a video signal. The video signal is transmitted to the communication unit 26.
The display unit 252 is configured with, for example, a liquid crystal display panel. The display unit 252 reproduces an image based on the video signal output from the communication unit 26 via the remote customer service device 25 to a customer at the second store 20 who is being served by the remote customer service device 25.

The processing unit 253 is composed of a microcomputer and its peripheral circuits, etc. The processing unit 253 executes a predetermined process based on the data stored in the memory unit 254 and the signals received via the communication unit 26, and outputs a control signal to each unit in the remote customer service device 25.
The memory unit 254 stores information indicating a record of the conversation between a visitor and a customer service staff member when the visitor serves a customer online via the remote customer service device 25 .
When remote customer service device 25 is not serving customers online, it can function as a so-called electronic billboard, for example, by playing advertisements based on CM information stored in memory unit 254 .

The camera 27 captures images of the inside of the second store 20 and acquires video of the inside of the store. A processing unit 32 of the server 30, which will be described later, is capable of detecting visitors to the second store 20 based on the video acquired by the camera 27.
The camera 27 may be configured with multiple cameras, and the images of the inside of the store may be captured separately by the multiple cameras.

<Server>
The server 30 may be configured, for example, by utilizing a virtual server function on a cloud. The server 30 includes a communication unit 31 and a processing unit 32.

The communication unit 31 is configured to be able to communicate with the communication unit 16 of the first store 10 and the communication unit 26 of the second store 20 via the communication network 50. The communication of the communication unit 31 is controlled by the processing unit 32.

The processing unit 32 is composed of a microcomputer and its peripheral circuits, etc. The processing unit 32 executes a predetermined process based on a signal received from outside the server 30 via the communication unit 31 and data stored in the memory unit 331 of the staff management unit 33 described later, and outputs a control signal to the communication unit 31.

The processing unit 32 also has a staff management unit 33 and a customer service management control unit 34. The staff management unit 33 keeps track of the customer service status of all customer service staff working at the first store 10 and the second store 20. For example, information indicating whether or not voice is being input from the microphone units of the headsets 11, 13, 21 and 23 carried by the customer service staff 10A, 10B, 20A and 20B, respectively, is obtained as customer service information from the communication unit 16 of the first store 10 and the communication unit 26 of the second store 20 at predetermined intervals.

The staff management unit 33 includes a memory unit 331. The memory unit 331 stores the name, location, and information of the customer service staff 10A and 10B of the first store 10 as registered information. The customer service staff information also includes information indicating the expressiveness of the faces of each customer service staff member, which will be described later in variant example 1. The memory unit 331 also stores the name, location, and information of the customer service staff 20A and 20B of the second store 20 as registered information.

If an audio signal is continuously output from the microphone of any of the headsets 11, 13, 21, and 23, the staff management unit 33 determines that the customer service staff carrying that headset is serving customers. If an audio signal is not continuously output from the microphone of the headsets 11, 13, 21, and 23, the staff management unit 33 determines that the customer service staff carrying that headset is not serving customers.

The processing unit 32 may determine whether the customer service staff 10A, 10B working at the first store 10 are serving customers based on the video of the inside of the first store 10 captured by the camera 17. Similarly, the processing unit 32 may determine whether the customer service staff 20A, 20B working at the second store 20 are serving customers based on the video of the inside of the second store 20 captured by the camera 27. When the processing unit 32 determines whether the customer service staff are serving customers based on the video captured by the cameras 17 and 27, the video signals captured by the cameras 17 and 27 and output from the communication unit 16 of the first store 10 and the communication unit 26 of the second store 20, respectively, become customer service information indicating whether they are serving customers.
The determination as to whether the customer service staff is serving a customer may be made by a combination of the determination by the staff management section 33 of the processing section 32 based on the audio signal and the determination by the processing section 32 based on the video signal.

The customer service management control unit 34 performs customer service management control. For example, it selects customer service staff who are on duty but not currently serving customers (which may also be called standby) as customer service candidates. A customer service candidate is a candidate for a customer service staff member who is not currently serving customers to serve customers at another store online on behalf of the customer service staff of the other store. For example, when all customer service staff members 20A, 20B working at the second store 20 are currently serving customers, the customer service management control unit 34 selects customer service staff member 10B who is not currently serving customers and whose customer service information does not indicate that he or she is currently serving customers as a customer service candidate among the customer service staff members belonging to the first store 10, and notifies the customer service staff member 10B of the selection result via the communication units 16 and 14.

The customer service management control unit 34 further controls the communication unit 16 and communication unit 14 of the first store 10 and the communication unit 26 and remote customer service device 25 of the second store 20 to have the customer service staff 10B of the first store 10, who has been selected as a customer service candidate, serve the new customers 7A and 7B at the second store 20 while all customer service staff 20A and 20B on duty are serving the new customers.

The customer service management control unit 34 controls the communication unit 16 and the remote customer service device 15 of the first store 10 so that images of visitors 7A and 7B captured by the camera 251 of the remote customer service device 25 of the second store 20 during online remote customer service are displayed, for example, on the display unit 152 of the remote customer service device 15 of the first store 10. Also, a remote customer service display (not shown) may be provided in the first store 10, and images of visitors 7A and 7B may be displayed on the remote customer service display (not shown). In this way, the customer service staff member 10B of the first store 10 who is providing remote customer service can check images of visitors 7A and 7B, who are being served remotely, on the display unit 152 of the remote customer service device 15 or on the remote customer service display (not shown).

<Explanation of the flow chart>
The flow of the process performed by the processing unit 32 of the server 30 constituting the customer service staff management device 100 to perform the above-mentioned customer service staff management will be described with reference to FIG.

Figure 3 is a flowchart illustrating the flow of processing of a program executed by the processing unit 32. The processing unit 32 repeatedly executes the processing shown in Figure 3 when, for example, a system on/off switch (not shown) is turned on and the OS (Operating System) is running.

In step S10, the processing unit 32 sends an instruction to the communication unit 31 to obtain customer service information indicating whether the customer service staff 10A and 10B of the first store 10 are serving customers, and then the process proceeds to step S20.

In step S20, the processing unit 32 sends an instruction to the communication unit 31 to obtain customer service information indicating whether the customer service staff 20A and 20B of the second store 20 are serving customers, and then the process proceeds to step S30.

In step S30, the staff management unit 33 of the processing unit 32 determines whether there is a store where all of the customer service staff on duty are serving customers. If all of the customer service staff are serving customers at the first store 10 or the second store 20, for example, the staff management unit 33 makes a positive judgment in step S30 and proceeds to step S40. If at least one of the customer service staff at both the first store 10 and the second store 20 is not serving customers, the processing unit 32 makes a negative judgment in step S30 and returns to step S10. If returning to step S10, the above-mentioned processing is repeated.

In step S40, the customer service management control unit 34 of the processing unit 32 selects a customer service candidate from a store where a customer service staff member is not currently serving customers, and the process proceeds to step S50.
In step S50, the processing unit 32 sends an instruction to the communication unit 31 to notify the selected customer service candidate that he or she is a customer service candidate. For example, if the customer service candidate is customer service staff member 10B working at the first store 10, the processing unit 32 notifies the customer service staff member 10B via the communication units 16 and 14 of the first store 10. By being notified that the customer service candidate is a customer service candidate, the customer service staff member 10B can mentally prepare for the possibility of serving customers online.

In step S60, the processing unit 32 determines whether or not there is a visitor in a store where all of the customer service staff are serving customers. For example, when all of the staff at the second store 20 are serving customers, the processing unit 32 determines whether or not there are visitors 7A and 7B at the second store 20 based on the image of the interior of the second store 20 captured by the camera 27. If there are visitors 7A and 7B, the processing unit 32 makes a positive judgment at step S60 and proceeds to step S70. If there are no visitors 7A and 7B, the processing unit 32 makes a negative judgment at step S60 and returns to step S10. When returning to step S10, the above-mentioned processing is repeated.

In step S70, the processing unit 32 sends an instruction to the communication unit 31 to notify the customer service staff selected as the customer service candidate to provide remote customer service, and then the process proceeds to step S80. For example, if the customer service candidate is customer service staff 10B of the first store 10, the processing unit 32 notifies customer service staff 10B via the communication units 16 and 14 of the first store 10. This notification requests customer service staff 10B of the first store 10 to provide customer service online.

In step S80, the customer service management control unit 34 of the processing unit 32 controls the remote customer service devices of the stores where all customer service staff are serving customers to be available for use. For example, the customer service management control unit 34 controls the communication unit 16 and communication unit 14 of the first store 10 and the communication unit 26 and remote customer service device 25 of the second store 20 so that customer service staff 10B of the first store 10, who has been selected as a customer service candidate, can serve customers online via the remote customer service device 25 of the second store 20 where all customer service staff 20A and 20B are serving customers, and proceeds to step S90.

In step S90, the customer service management control unit 34 of the processing unit 32 sends instructions to the communication unit 26 and the remote customer service device 25 of the second store 20, stores information indicating the conversation between the customer service staff member 10B who is currently providing remote customer service and the visitors 7A and 7B via the remote customer service device 25, and then proceeds to step S100. As a result, the conversation information is stored in the memory unit 254 of the remote customer service device 25.

In step S100, the processing unit 32 determines whether or not the remote customer service has ended. For example, if the use of the remote customer service device 25 has ended at the second store 20, the processing unit 32 makes a positive judgment in step S100 and proceeds to step S110. If the use of the remote customer service device 25 has not ended, the processing unit 32 makes a negative judgment in step S100 and waits for the end of the remote customer service while repeating the judgment process.

In step S110, the customer service management control unit 34 of the processing unit 32 performs a predetermined handover process and ends the process in Fig. 3. The handover process includes, for example, the following (1) and (2).
(1) The conversation information stored in the memory unit 254 of the remote customer service device 25 is transmitted to the customer service staff member 20A or 20B of the second store 20.
For example, the customer service staff member 10B conveys to the customer service staff member 20A or 20B the information received from the visitors 7A and 7B while serving the visitors remotely online, together with the conversation information.
(2) The customer service staff member 10B notifies the customer service staff member 20A or 20B at the second store 20 of the expenses incurred in providing remote customer service online.
For example, the remote customer service time or the costs incurred during the remote customer service is communicated to the customer service staff 20A or 20B along with the dialogue information.

According to this embodiment, the following advantageous effects can be obtained.
(1) The customer service staff management device 100 includes a staff management unit 33 that manages customer service staff 10A, 10B, 20A, and 20B belonging to multiple stores 10 and 20, respectively, as registration information including information about the stores 10 and 20 to which the staff belong; headsets 11, 13, 21, and 23 that are installed in the multiple stores 10 and 20, respectively, as customer service information acquisition units that acquire customer service information indicating whether the customer service staff 10A, 10B, 20A, and 20B belonging to each store are serving customers; and a customer service management control unit 34 which, when the customer service information of all customer service staff 20A, 20B belonging to a second store 20 of the multiple stores 10, 20 indicates that they are currently serving customers, selects customer service staff 10A, 10B belonging to a first store 10 different from the second store 20 and whose customer service information does not indicate that they are currently serving customers as a customer service candidate, and notifies the customer service staff 10B as the customer service candidate via the communication unit 31 of the selection result.
With this configuration, when the customer service staff 20A, 20B of the second store 20 are all busy serving customers, the customer service staff 10B who is not serving customers at the other first store 10 is selected as a candidate to serve customers, so it is possible to prepare for the case where new customers 7A, 7B visit the second store 20. For example, it is possible to avoid loss of sales opportunities caused by the customers 7A, 7B leaving because the customer service staff 20A, 20B of the second store 20 are unable to serve them.
In addition, since the selected customer service staff member 10B is notified that he or she is a candidate for the position, the customer service staff member 10B can prepare for the possibility of serving customers online, for example.

(2) In (1) above, the customer service information acquisition unit acquires customer service information from cameras 17, 27 as imaging units installed in stores 10, 20 and/or headsets 11, 13, 21, 23 as wearable terminals worn by customer service staff 10A, 10B, 20A, 20B.
With this configuration, it is possible to appropriately grasp, with a simple configuration, whether or not each customer service staff member is serving a customer.

(3) In the above (1) or (2), cameras 17, 27 are installed in each of the multiple stores 10, 20 as visit detection units that detect the visit of customers, and remote customer service devices 15, 25 are installed in each of the multiple stores 10, 20 as response units that respond to visitors 7A, 7B as customers by voice and video, and when the camera 27 in the second store 20 detects the visit of visitors 7A, 7B, the customer service management control unit 34 notifies customer service staff 10B, who is a candidate for customer service, belonging to the first store 10 via the communication units 31, 16, 14 that a request has arisen to serve the visitors 7A and 7B, and controls the remote customer service device 25 in the second store 20 so that the customer service staff 10B, who is a candidate for customer service, can use the remote customer service device 25 in the second store 20.
With this configuration, the customer service staff 10B working at the first store 10 other than the second store 20 visited by the visitors 7A and 7B can appropriately start online customer service for the visitors 7A and 7B at the second store 20 through the remote customer service device 25 of the second store 20. As a result, it is possible to prevent the visitors 7A and 7B who visit the second store 20 from feeling stressed because there is no one at the second store 20 to serve them.

(4) In the above (3), the remote customer service device 25 of the second store 20 has a memory unit 154 that stores records of conversations between the visitors 7A, 7B and the customer service staff member 10B.
This configuration makes it possible for customer service staff 10B at the first store 10 to properly hand over information received from visitors 7A and 7B at the second store 20 during remote customer service to customer service staff 20A or 20B at the second store 20.

The above embodiment can be modified in various ways. Modifications will be described below.
(Variation 1)
In the above embodiment, the number of stores is two, the first store 10 and the second store 20, but the number of stores may be three or more. When the number of stores is three or more and there are two or more stores with non-service staff who are not serving customers, the service management control unit 34 of the processing unit 32 selects the store with the largest number of non-service staff when selecting a service candidate from the two or more stores. Then, from the non-service staff working at the selected store, a service staff with a richer facial expression is selected as a service candidate. Regarding the richness of facial expressions of the service staff working at the store, information indicating the richness of facial expressions of each service staff is registered in advance for each store. From the non-service staff, the service management control unit 34 preferentially selects a service staff with a richer facial expression as a service candidate based on the information indicating the richness of facial expressions.

When selecting a customer service candidate from two or more stores, the reason for selecting a store with a larger number of customer service staff not currently serving customers is as follows: Since online customer service in the embodiment has a meaning of supporting other stores, it is based on the idea that it is preferable to select a customer service candidate from a store with a large number of customer service staff who can provide support (in other words, customer service staff not currently serving customers).
The reason why customer service staff members with more expressive faces are given priority when selecting customer service candidates is as follows: In the embodiment, the facial expressions of the customer service staff member 10B are displayed in high-definition video at nearly life-size on the display unit 252 of the remote customer service device 25 so that the visitors 7A and 7B can feel a sense of realism similar to that of face-to-face customer service. This is based on the idea that customer service staff members 10B with more expressive faces are preferable in order to make effective use of such a feature.

(Variation 2)
In the second variant example, when the customer service management control unit 34 selects customer service candidates, it selects a store close to a store where all of the customer service staff are currently serving customers, and selects customer service staff who are not currently serving customers from among the customer service staff working at that store as customer service candidates.

When choosing from two or more stores, the reason for choosing a store close to a store where all of the customer service staff are serving customers is as follows. That is, in the embodiment, online customer service places importance on the connection between people, even though it is not face-to-face. Therefore, it is based on the idea that for customers served online, being spoken to by a customer service staff member in the same region's language or talking with the customer service staff about common local topics will increase a sense of familiarity compared to when this is not the case.

The above description is merely an example, and the present invention is not limited to the above-mentioned embodiment and modifications, as long as the characteristics of the present invention are not impaired. It is also possible to arbitrarily combine one or more of the above-mentioned embodiment and modifications, and it is also possible to combine modifications together.

10 First store, 20 Second store, 10A, 10B, 20A, 20B Customer service staff, 11, 13, 21, 23 Headset, 12, 14, 16, 22, 24, 26, 31 Communication unit, 15, 25 Remote customer service device, 17, 27, 151, 251 Camera, 30 Server, 32 Processing unit, 33 Staff management unit, 34 Customer service management control unit, 50 Communication network, 100 Customer service staff management device, 150, 250 Microphone speaker, 152, 252 Display unit, 153, 253 Processing unit, 154, 254 Memory unit

Claims (4)

A staff management section that manages customer service staff belonging to each of a plurality of stores as registered information including information on the store to which the staff belongs;
a customer service information acquisition unit that is installed in each of the plurality of stores and that acquires customer service information indicating whether the customer service staff belonging to each store is serving a customer;
A communication unit capable of communicating with a communication terminal carried by each of the wait staff members;
a control unit that, when the service information of all customer service staff belonging to a first store among the plurality of stores indicates that they are currently serving customers, selects customer service staff belonging to a second store different from the first store and whose service information does not indicate that they are currently serving customers as customer service candidates, and notifies the customer service staff as the customer service candidates of the selection result via the communication unit;
A customer service staff management device comprising: 2. The customer service staff management device according to claim 1,
A customer service staff management device, characterized in that the customer service information acquisition unit acquires the customer service information from an imaging unit installed in the store and/or a wearable device worn by the customer service staff. 3. The customer service staff management device according to claim 1,
A store visit detection unit that is installed in each of the plurality of stores and detects a customer's visit to the store;
a response unit that is installed in each of the plurality of stores and responds to the customer by voice and video,
The control unit, when the visit detection unit of the first store detects a customer's visit, notifies the customer service staff member who is a candidate for customer service and who belongs to the second store through the communication unit that a customer service request has arisen, and controls the response unit of the first store to be available for use by the customer service staff member. 4. The customer service staff management device according to claim 3,
2. A customer service staff management device, wherein the response unit has a memory unit for storing a record of the conversation between the customer and the customer service staff.

Images