SPOC：服务联络点

“服务联络点”（Service Point Of Contact）通常缩写为SPOC，这一做法主要是为了在书写和使用时更加便捷高效。SPOC这一术语常见于多个综合领域，泛指在服务流程中负责沟通协调的关键人员或部门，适用于各类未明确分类的相关场景。

But in order to improve service quality, the key point is to focus on service contacts, to make good point of contact management, and to improve the quality of customer contact.
而提高服务质量的关键一点则是关注服务接触，有效进行接触点管理，提高顾客接触质量。
That area is customer service, which is now the only point of contact between a business and the buying public.
那个区域是顾客服务，现在是服务部门在商业和消费阶层之间的接触点。
Service portals typify this pattern, providing a single point of contact for multiple services and hiding the details of internal services.
服务门户是此类模式的代表，它为多个服务提供单一联系点，并隐藏内部服务的细节。
Finally, put forward optimizing counter service management measures, formulate standard counter in the interior management manual; Make counter staff incentive schemes; Develop specification to customer experience as the starting point of customer contact process.
最后，提出优化柜面服务管理措施，制定标准柜面内务管理手册；制定柜面员工激励方案；制定以客户体验为出发点的客户接触点规范流程。

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