{"id":215,"date":"2024-11-20T20:10:00","date_gmt":"2025-11-12T20:10:12","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=215"},"modified":"2025-11-27T09:20:51","modified_gmt":"2025-11-27T00:20:51","slug":"customer-service-principles","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-principles\/","title":{"rendered":"\uae0d\uc815\uc801 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 7\uac00\uc9c0 \uc6d0\uce59"},"content":{"rendered":"<h2 id=\"7\">\uace0\uac1d\ub4e4\uc758 \uc120\ud0dd\uc758 \ud3ed\uc774 \ub113\uc5b4\uc9c0\uba74\uc11c \u2018\uace0\uac1d \uacbd\ud5d8\u2019\uc758 \uc911\uc694\uc131\uc774 \ub192\uc544\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc740 \uace0\uac1d\uacfc\uc758 \uc9c0\uc18d\uc801\uc778 \uad00\uacc4 \uc720\uc9c0\uc5d0 \ub9ce\uc740 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294\ub370\uc694. \uace0\uac1d\uacfc \uc6b0\ub9ac \ube0c\ub79c\ub4dc\uac00 \ub9cc\ub098\ub294 \ubaa8\ub4e0 \uc811\uc810\uc5d0\uc11c \uace0\uac1d\uc5d0\uac8c \uae0d\uc815\uc801 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub824\uba74 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud560\uae4c\uc694? \uc624\ub298 \ud3ec\uc2a4\ud305\uc5d0\uc11c \uc54c\ub824 \ub4dc\ub9b4 7\uac00\uc9c0 \uc6d0\uce59\uc744 \ud1b5\ud574 \uace0\uac1d \uacbd\ud5d8\uc744 \uac1c\uc120\ud558\uace0 \ub354 \ub9ce\uc740 \uace0\uac1d\uc744 \uc720\uc785\ud558\uc138\uc694.<\/h2>\n<p><a href=\"https:\/\/www.salesforce.com\/blog\/what-is-customer-experience\/\">\uace0\uac1d \uacbd\ud5d8<\/a>\uc740 \uc5bc\ub9c8\ub098 \uc911\uc694\ud560\uae4c\uc694? \uc870\uc0ac\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\">88%\uc758 \uace0\uac1d<\/a>\uc774 \uc81c\ud488\uc774\ub098 \uc11c\ube44\uc2a4\ub9cc\ud07c \u2018\uacbd\ud5d8\u2019\ub3c4 \uc911\uc694\ud558\uac8c \uc0dd\uac01\ud558\ub294 \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. \ube0c\ub79c\ub4dc\uac00 \uc81c\uacf5\ud558\ub294 \uacbd\ud5d8\uc740 \uace0\uac1d\uacfc\uc758 \uad00\uacc4\ub97c \uc989\uac01\uc801\uc73c\ub85c \uc131\uc0ac\uc2dc\ud0a4\uac70\ub098 \uae68\ub728\ub9b4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ubbc0\ub85c \ud56d\uc0c1 \ub6f0\uc5b4\ub09c \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \uac83\uc740 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \uc774\ub97c \uc704\ud574 \uace0\uac1d \uc11c\ube44\uc2a4\uc758 7\uac00\uc9c0 \uc6d0\uce59\uc744 \ud65c\uc6a9\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uac01 \uc6d0\uce59\uacfc \uc774\ub97c \uc2e4\ucc9c\ud558\ub294 \ud301, \uadf8\ub9ac\uace0 <a href=\"https:\/\/www.salesforce.com\/service\/\">\uace0\uac1d \uc11c\ube44\uc2a4 \uc18c\ud504\ud2b8\uc6e8\uc5b4<\/a>\uac00 \uc5b4\ub5bb\uac8c \ub3c4\uc6c0\uc774 \ub418\ub294\uc9c0 \uc0b4\ud3b4\ubcf4\uc138\uc694.<\/p>\n<p>\u00a0<\/p>\n<h2 id=\"7\">\uace0\uac1d \uc11c\ube44\uc2a4\uc758 7\uac00\uc9c0 \uc6d0\uce59\uc774\ub780?<\/h2>\n<p><a href=\"https:\/\/www.salesforce.com\/service\/what-is-customer-service\/\">\uace0\uac1d \uc11c\ube44\uc2a4<\/a>\uc758 7\uac00\uc9c0 \ud575\uc2ec \uc6d0\uce59\uc740 \ud300\uc6cc\ud06c, \uace0\uac1d\uc758 \uc758\uacac \uacbd\uccad, \uace0\uac1d\uacfc\uc758 \uad00\uacc4 \uad6c\ucd95, \uc815\uc9c1\ud55c \uc18c\ud1b5, \uacf5\uac10, \uc81c\ud488\uc5d0 \ub300\ud55c \uc774\ud574, \uadf8\ub9ac\uace0 \ub9e4 \uc21c\uac04\uc744 \uc18c\uc911\ud788 \ud65c\uc6a9\ud558\ub294 \uac83\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc6d0\uce59\uc744 \ud1b5\ud574 \ubaa8\ub4e0 \uc0c1\ud638 \uc791\uc6a9\uc744 \uc758\ubbf8 \uc788\ub294 \uc5f0\uacb0\ub85c \ub9cc\ub4e4\uc5b4 \uace0\uac1d\uacfc\uc758 \uc2e0\ub8b0\ub97c \uc313\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\u00a0<\/p>\n<h2 id=\"1\">1. \ud300\uc73c\ub85c\uc11c \uace0\uac1d\uc744 \uc9c0\uc6d0\ud558\uae30<\/h2>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4\ub294 \uace0\uac1d \uc9c0\uc6d0\ud300\ub9cc\uc758 \uc77c\uc774 \uc544\ub2cc, \ud300\uc6cc\ud06c\uac00 \ud544\uc694\ud55c \ud65c\ub3d9\uc785\ub2c8\ub2e4. \ubb3c\ub860 \uae30\uc220\uc801\uc778 \ubb38\uc81c\ub294 \uc804\ubb38\uac00\uc5d0\uac8c \ub118\uae30\ub294 \uac83\uc774 \uc88b\uc9c0\ub9cc, \ubaa8\ub4e0 \uc9c1\uc6d0\uc774 \ub3c4\uc640\uc904 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uc9c1\uae09\uacfc \uad00\uacc4\uc5c6\uc774 \ubaa8\ub4e0 \uc9c1\uc6d0\uc774 \uace0\uac1d\uc758 \uc131\uacf5\uc744 \ucc45\uc784\uc9c8 \ub54c, \uae0d\uc815\uc801 \uace0\uac1d \uacbd\ud5d8\uc744 \uc9c0\uc18d\ud574\uc11c \uc81c\uacf5\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4.<\/p>\n<p><b><i>\ud301:<\/i><\/b><a href=\"https:\/\/www.salesforce.com\/blog\/case-swarming-salesforce-uses-slack\/\"><i>\ucf00\uc774\uc2a4 \uc2a4\uc6cc\ubc0d<\/i><\/a><i>\uc744 \ud65c\uc6a9\ud558\uba74 \ud300\uc6d0\ub4e4\uc774 \uc2e4\uc2dc\uac04\uc73c\ub85c \uc815\ubcf4\ub97c \uacf5\uc720\ud558\uc5ec \uace0\uac1d \ubb38\uc81c\ub97c \ud55c \ubc88\uc5d0 \ud574\uacb0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/i><\/p>\n<p>\u00a0<\/p>\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">No.1 CRM \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 \ucd5c\uc2e0 \ud2b8\ub80c\ub4dc \ub274\uc2a4\ub808\ud130<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">\uc0c8\ub85c\uc6b4 \uc18c\uc2dd\uc744 \uac00\uc7a5 \uba3c\uc800 \ubc1b\uc544\ubcf4\uc138\uc694!<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/kr\/form\/other\/blog-newsletter\/\">\uad6c\ub3c5\ud558\uae30<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n<p>\u00a0<\/p>\n<h2 id=\"2\">2. \uace0\uac1d\uc758 \uc758\uacac\uc744 \uacbd\uccad\ud558\uace0 \ud53c\ub4dc\ubc31 \uacf5\uc720\ud558\uae30<\/h2>\n<p><a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/communication-skills-for-customer-service-agents\">\uace0\uac1d\uacfc\uc758 \uc18c\ud1b5<\/a>\uc740 \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \uc6d0\uce59 \uc911 \ud558\ub098\ub85c, \ud2b9\ud788 \ubcf5\uc7a1\ud558\uace0 \uc774\ud574\ud558\uae30 \uc5b4\ub824\uc6b4 \ub300\ud654\uc5d0\uc11c \uc2e0\ub8b0\ub97c \uc5bb\uc5b4\uc57c \ud560 \ub54c \uc911\uc694\ud569\ub2c8\ub2e4. \uc774\ub294 \uace0\uac1d\uc758 \ub9d0\uc744 \uc778\ub0b4\uc2ec\uc744 \uac00\uc9c0\uace0 \uacbd\uccad\ud55c \ub2e4\uc74c, \uace0\uac1d\uc774 \ub9d0\ud55c \ub0b4\uc6a9\uc744 \ub2e4\uc2dc \ubc18\ubcf5\ud574\uc8fc\ub294 \uac83\uc785\ub2c8\ub2e4. \uace0\uac1d\uc758 \ub9d0\uc744 \ub418\ud480\uc774\ud568\uc73c\ub85c\uc368 \uace0\uac1d\uc774 \uc790\uc2e0\uc758 \uc758\uacac\uc744 \ub4e3\uace0 \uc788\ub2e4\ub294 \ub290\ub08c\uc774 \ub4e4\ub3c4\ub85d \ud558\uace0, \uace0\uac1d\uc758 \uc758\uacac\uc774 \uc6b0\ub9ac\uc5d0\uac8c\ub3c4 \uc911\uc694\ud558\ub2e4\ub294 \uac83\uc744 \uac15\uc870\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub610\ud55c \uc774 \uae30\ubc95\uc740 \ud300\uc6d0\ub4e4\uc774 \uace0\uac1d\uc758 \uace0\ubbfc\uc744 \uc644\uc804\ud788 \uc774\ud574\ud560 \uc218 \uc788\uac8c \ud574\uc8fc\uba70, \uace0\uac1d\uc774 \ub9cc\uc871\ud560 \uc218 \uc788\ub294 \ud574\uacb0\ubc95\uc744 \uc81c\uc2dc\ud574 \uace0\uac1d \uacbd\ud5d8 \uac1c\uc120\uc5d0 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p><b><i>\ud301:<\/i><\/b><i> \uc9c0\uc6d0\ud300\uc774 \uace0\uac1d\uc758 \uc194\uc9c1\ud55c \ud53c\ub4dc\ubc31\uc744 \uacbd\uc601\uc9c4\uacfc \uacf5\uc720\ud558\uba74 \uc81c\ud488 \ubb38\uc81c\ub97c \uc644\ud654\ud558\uace0 \uc0c8\ub85c\uc6b4 \uc81c\ud488 \uc544\uc774\ub514\uc5b4\ub97c \uc5bb\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/i><\/p>\n<h2 id=\"3-ai\">3. AI\ub97c \ud1b5\ud574 \uace0\uac1d\uacfc\uc758 \uad00\uacc4 \uad6c\ucd95\ud558\uae30<\/h2>\n<p>\uc870\uc0ac \uacb0\uacfc, <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\">\ubc00\ub808\ub2c8\uc5bc \uc138\ub300\uc758 66%\uc640 Z\uc138\ub300\uc758 61%<\/a>\uac00 \uac04\ub2e8\ud55c \uc694\uccad\uc5d0 \ub300\ud574 <a href=\"https:\/\/www.salesforce.com\/service\/customer-self-service\/what-is-self-service\/\">\uc140\ud504\uc11c\ube44\uc2a4<\/a> \uc0ac\uc6a9\uc744 \uc120\ud638\ud558\ub294 \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. AI\uc758 \ub3c4\uc6c0\uc744 \ubc1b\uc73c\uba74 <a href=\"https:\/\/www.salesforce.com\/blog\/how-to-write-a-knowledge-base-article\/\">\uae30\uc220\uc790\ub8cc \ubb38\uc11c<\/a>\ub97c \uc628\ub77c\uc778\uc5d0\uc11c \ud56d\uc0c1 \uc774\uc6a9\ud560 \uc218 \uc788\uace0, \uc774\ub97c \ud1b5\ud574 \u2018\uace0\uac1d \uc11c\ube44\uc2a4 \ucc57\ubd07\u2019\uc744 \ud65c\uc6a9\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <a href=\"https:\/\/www.salesforce.com\/service\/customer-service-chatbot\/what-is-a-chatbot\/\">\uace0\uac1d \uc11c\ube44\uc2a4 \ucc57\ubd07<\/a>\uc740 \uace0\uac1d\uc774 \uc790\uc8fc \ubb3b\ub294 \uc9c8\ubb38\uc5d0 \ub2f5\ubcc0\ud558\uace0 \uac04\ub2e8\ud55c \ubb38\uc81c\ub97c \ud574\uacb0\ud569\ub2c8\ub2e4. \uadf8\ub7ec\uba74 \uc0c1\ub2f4\uc6d0\uc740 \ub354 \ubcf5\uc7a1\ud55c \ubb38\uc81c\uc5d0 \uc9d1\uc911\ud574 \uc2dc\uac04\uc744 \uc544\ub084 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc140\ud504\uc11c\ube44\uc2a4 \ubc0f \uc2e4\uc2dc\uac04 \uc0c1\ub2f4\uc6d0 \uc9c0\uc6d0\uc740 \uace0\uac1d\uc774 \uc6d0\ud558\ub294 \ubc29\uc2dd\uc73c\ub85c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ubc1b\uc744 \uc218 \uc788\uc5b4 \ub354 \ud6a8\uacfc\uc801\uc73c\ub85c \uace0\uac1d \uacbd\ud5d8\uc744 \uad6c\ucd95\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><b><i>\ud301:<\/i><\/b> <i>\uc0c1\ub2f4\uc6d0\uacfc \ucc57\ubd07\uc774 \uace0\uac1d\uc774 \uc120\ud638\ud558\ub294 \uc774\ub984\uc73c\ub85c \uace0\uac1d\uc744 \uc751\ub300\ud558\ub3c4\ub85d \ud558\uc5ec \ubaa8\ub4e0 \uc0c1\ud638\uc791\uc6a9\uc744 \uac1c\uc778\ud654\ud558\uba74 \uace0\uac1d \uacbd\ud5d8\uc744 \uadf9\ub300\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/i><\/p>\n<p>\u00a0<\/p>\n<h2 id=\"4\">4. \ubaa8\ub974\ub294 \uac83\uc5d0 \ub300\ud574 \uc194\uc9c1\ud558\uac8c \ub9d0\ud558\uae30<\/h2>\n<p>\ucd5c\uadfc \ubc1c\ud45c\ub41c <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\">Connected Customer Report<\/a><u>(\uc5f0\uacb0 \uace0\uac1d \ub9ac\ud3ec\ud2b8)<\/u>\uc5d0 \ub530\ub974\uba74, 74%\uc758 \uace0\uac1d\uc774 \uc815\uc9c1\ud558\uace0 \ud22c\uba85\ud55c \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\uc774 \ubb34\uc5c7\ubcf4\ub2e4 \uc911\uc694\ud558\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \ub9cc\uc57d \uc0c1\ub2f4\uc6d0\uc774 \ubb38\uc81c\ub97c \uc5b4\ub5bb\uac8c \ud574\uacb0\ud574\uc57c \ud560\uc9c0 \uc798 \ubaa8\ub978\ub2e4\uba74? \ubaa8\ub974\ub294 \ubd80\ubd84\uc5d0 \ub300\ud574 \uace0\uac1d\uc5d0\uac8c \uc591\ud574\ub97c \uad6c\ud55c \ud6c4 \uc62c\ubc14\ub978 \ub2f5\ubcc0\uc744 \ucc3e\uc544 \ub2e4\uc2dc \uc5f0\ub77d \ub4dc\ub824\ub3c4 \uad1c\ucc2e\ub2e4\uace0 \uc54c\ub824\uc8fc\uc138\uc694. \uc774\ucc98\ub7fc \uc194\uc9c1\ud558\uace0 \uc815\uc9c1\ud55c \uc18c\ud1b5 \ubc29\uc2dd\uc740 \uc0c1\ub2f4\uc6d0\uc774 \uace0\uac1d\uc73c\ub85c\ubd80\ud130 \uc2e0\ub8b0\ub97c \uc5bb\uc744 \uc218 \uc788\uac8c \ud574\uc8fc\uc5b4 \uace0\uac1d \uacbd\ud5d8 \ud5a5\uc0c1\uc5d0 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p><b><i>\ud301: <\/i><\/b><i>\ubb38\uc81c\uac00 \ubc1c\uc0dd\ud588\uc744 \ub54c \ubcc0\uba85\ud558\uc9c0 \uc54a\uace0 \uba85\ud655\ud55c \uc5b8\uc5b4\ub97c \uc0ac\uc6a9\ud558\uba74 \uace0\uac1d\uacfc\uc758 \uc2e0\ub8b0\ub97c \uc313\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/i><\/p>\n<h2 id=\"5-ai\">5. \uacf5\uac10 \uc5f0\uc2b5\ud558\uae30 (\uc0dd\uc131\ud615 AI\uc758 \ub3c4\uc6c0\uc744 \ubc1b\uc544\ubcf4\uc138\uc694.)<\/h2>\n<p>\u2018\uacf5\uac10\u2019\uc740 \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \ud544\uc694\ud55c \uc18c\ud504\ud2b8 \uc2a4\ud0ac\uc77c \ubfd0\ub9cc \uc544\ub2c8\ub77c \uace0\uac1d\uc11c\ube44\uc2a4\uc758 \uc911\uc694\ud55c \uc6d0\uce59 \uc911 \ud558\ub098\uc785\ub2c8\ub2e4. \uc124\ubb38\uc870\uc0ac\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\">\uace0\uac1d\uc758 65%<\/a>\uac00 \uc0c1\ub2f4\uc6d0\uc774 \uc790\uc2e0\uc758 \uad6c\uccb4\uc801 \uc694\uad6c\uc640 \uae30\ub300\uc5d0 \ub9de\ucdb0\uc8fc\uae30\ub97c \uc6d0\ud55c\ub2e4\uace0 \ud569\ub2c8\ub2e4. \uadf8\ub798\uc11c \uc6b0\ub9ac\ub294 <a href=\"https:\/\/www.salesforce.com\/blog\/invest-in-customer-support\/\">\uacf5\uac10\uacfc \uc5f0\ubbfc<\/a>\uc758 \uc2a4\ud0ac\uc744 \uac00\uc9c0\uace0 \uace0\uac1d\uacfc \uc18c\ud1b5\ud558\uc5ec \uace0\uac1d \uacbd\ud5d8\uc744 \uad00\ub9ac\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/blog\/three-ways-service-impact-generative-ai\/\">\uc0dd\uc131\ud615 AI<\/a>\ub294 \uac01 \uace0\uac1d\uc758 \uace0\uc720\ud55c \ub370\uc774\ud130\ub97c \uae30\ubc18\uc73c\ub85c \ud604\uc2e4\uc801\uc778 \ub2f5\ubcc0\uc744 \uc81c\uc548\ud568\uc73c\ub85c\uc368 \ubcf4\ub2e4 \uacf5\uac10\uc801\uc778 \uc0c1\ud638\uc791\uc6a9\uc744 \ub9cc\ub4e4\uc5b4\ub0b4\ub294 \ub370 \ud6cc\ub96d\ud55c \ub3c4\uad6c\uac00 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e8, \uc0c1\ub2f4\uc6d0\uc740 AI\uac00 \uc81c\uacf5\ud558\ub294 \ub2f5\ubcc0\uc744 \uace0\uac1d\uc758 \uc785\uc7a5\uc5d0\uc11c \ubc14\ub77c\ubcf4\uba70 \uac80\ud1a0 \ud6c4 \uc804\uc1a1\ud574\uc57c \ud569\ub2c8\ub2e4. \ub85c\ubd07\uc774 \uc544\ub2cc \uc0ac\ub78c\uc774 \ubcf4\ub0b8 \uac83\ucc98\ub7fc \ub290\uaef4\uc9c0\ub3c4\ub85d \ud574\uc57c \uace0\uac1d\uc774 \uc54c\uc544\ubcfc \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc0c1\ub2f4\uc6d0\uc758 \uace0\uac1d\uc758 \uac10\uc815\uc744 \uc774\ud574\ud558\uace0 \uacf5\uac10\ud560 \ub54c \uace0\uac1d\ub3c4 \uc774\uc5d0 \uace0\ub9c8\uc6cc\ud558\uba70 \ub354 \ub098\uc740 \uace0\uac1d\uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4.<\/p>\n<p><b><i>\ud301: <\/i><\/b><i>AI\ub97c \ud65c\uc6a9\ud574 \uac01 \uace0\uac1d\uc774 \uacf5\uac10\ud560 \uc218 \uc788\ub294 \uc5b8\uc5b4\ub97c \ud30c\uc545\ud558\uace0 \ub354\uc6b1 \uac1c\uc778\ud654\ub41c \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uc138\uc694.<\/i><\/p>\n<h2 id=\"6\">6. \uc81c\ud488 \ud30c\uc545\ud558\uae30<\/h2>\n<p>\uace0\uac1d \uc9c0\uc6d0\ud300\uc774 \uc81c\ud488\uc5d0 \ub300\ud574 \ub9ce\uc774 \uc54c\uc218\ub85d \uace0\uac1d\uc758 \ubb38\uc81c \ud574\uacb0\uc5d0 \ub354 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc601\uc5c5 \ub2f4\ub2f9\uc790\ubfd0\ub9cc \uc544\ub2c8\ub77c \ubaa8\ub4e0 \uc2e0\uc785 \uc9c1\uc6d0\uc5d0\uac8c \ub300\uba74 \ub610\ub294 \uc628\ub77c\uc778\uc73c\ub85c \uc81c\ud488\uc5d0 \ub300\ud55c \uad50\uc721 \ud504\ub85c\uadf8\ub7a8\uc744 \uc9c4\ud589\ud574 \uc81c\ud488\uc744 \uc815\ud655\ud788 \uc774\ud574\ud560 \uc218 \uc788\ub3c4\ub85d \uad50\uc721\ud558\uc138\uc694. \uc2e0\uc81c\ud488\uc744 \ucd9c\uc2dc\ud560 \ub54c\uc5d0\ub3c4 \ud300 \uc804\uccb4\uac00 \uc900\ube44\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\uc5ec \uace0\uac1d \uacbd\ud5d8\uc758 \uac00\uce58\ub97c \ub192\uc5ec \ubcf4\uc138\uc694.<\/p>\n<p><b><i>\ud301: <\/i><\/b><i>Salesforce\uc758 \ubb34\ub8cc \uc628\ub77c\uc778 \ud559\uc2b5 \ud50c\ub7ab\ud3fc\uc778 <\/i><a href=\"https:\/\/www.salesforce.com\/blog\/what-is-trailhead\/\"><i>Trailhead<\/i><\/a><i>\ub97c \ud1b5\ud574 \ud300\uc6d0\ub4e4\uc774 \uace0\uac1d\uc11c\ube44\uc2a4 \uae30\uc220\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud558\uc138\uc694 .<\/i><\/p>\n<h2 id=\"7\">7. \ub9e4 \uc21c\uac04\uc774 \uc911\uc694\ud568\uc744 \uae30\uc5b5\ud558\uc138\uc694<\/h2>\n<p>\uae30\ub2e4\ub9ac\ub294 \uac83\uc744 \uc88b\uc544\ud558\ub294 \uc0ac\ub78c\uc740 \uc5c6\uc2b5\ub2c8\ub2e4. \uc870\uc0ac\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\">77%\uc758 \uace0\uac1d<\/a>\uc774 \uc5f0\ub77d \uc989\uc2dc \ub204\uad70\uac00\uc640 \uc18c\ud1b5\ud558\uae30\ub97c \ubc14\ub77c\uba70, 83%\ub294 \ubcf5\uc7a1\ud55c \ubb38\uc81c\ub97c \ud55c \uc0ac\ub78c\uc744 \ud1b5\ud574 \ud574\uacb0\ud558\uae38 \uc6d0\ud569\ub2c8\ub2e4. \uadf8\ub7ec\ubbc0\ub85c \ud300\uc5d0\uc11c\ub294 \uace0\uac1d\uc5d0\uac8c \ucd5c\ub300\ud55c \ube60\ub974\uace0 \ud6a8\uacfc\uc801\uc778 \ub2f5\uc744 \uc81c\uc2dc\ud574\uc57c \ud569\ub2c8\ub2e4. \uac01 \ubb38\uc81c\ub97c \ucc98\uc74c\ubd80\ud130 \uc81c\ub300\ub85c \ud574\uacb0\ud560 \uc218 \uc788\ub3c4\ub85d \ud544\uc694\ud55c \ub3c4\uad6c\ub97c \ud300\uc5d0 \uc81c\uacf5\ud574 \ubcf4\uc138\uc694. \ube60\ub974\uac8c \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \uac83\ub3c4 \uc911\uc694\ud558\uc9c0\ub9cc, \ud488\uc9c8\uacfc \uc804\ubc18\uc801\uc778 \uace0\uac1d \ub9cc\uc871\ub3c4\ub3c4 \ud568\uaed8 \uace0\ub824\ud574\uc57c \ub354 \ub098\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \ub9cc\ub4e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><b><i>\ud301: <\/i><\/b><i>\uace0\uac1d \uc5ec\uc815 \uc804\ubc18\uc5d0 \uac78\uccd0 \uc644\ubcbd\ud55c \uac00\uc2dc\uc131\uc744 \uc81c\uacf5\ud558\ub294 <\/i><a href=\"https:\/\/www.salesforce.com\/service\/cloud\/\"><i>\ub2e8\uc77c \ud50c\ub7ab\ud3fc\uc73c\ub85c<\/i><\/a><i> \ud300\uc774 \uc6d0\ud65c\ud558\uac8c \uc77c\ud560 \uc218 \uc788\ub294 \ud658\uacbd\uc744 \uc870\uc131\ud574 \uc8fc\uc138\uc694.<\/i><\/p>\n<p>\ubd84\uba85\ud55c \uac83\uc740 \uace0\uac1d\uc758 \uc120\ud0dd\uad8c\uc774 \uadf8 \uc5b4\ub290 \ub54c\ubcf4\ub2e4 \ub2e4\uc591\ud558\ub2e4\ub294 \uc810\uc785\ub2c8\ub2e4. \uacbd\uc7c1\uc774 \uce58\uc5f4\ud55c \uae00\ub85c\ubc8c \uc2dc\uc7a5\uc5d0\uc11c \ubaa8\ub4e0 \uc120\uc9c4 \uae30\uc5c5\uc740 \uace0\uac1d\uc11c\ube44\uc2a4 \uc804\ub7b5\uc5d0 \uc9d1\uc911\ud558\uc5ec \uacbd\uc7c1\uc5d0\uc11c \ub3cb\ubcf4\uc77c \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uace0\uac1d\uc11c\ube44\uc2a4\uc758 7\uac00\uc9c0 \ud575\uc2ec \uc6d0\uce59\uc744 \uc801\uc6a9\ud574 \ub354 \ub098\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \uc9c0\uc18d\uc801\uc73c\ub85c \uc81c\uacf5\ud558\ub294 \ub370 \ub3c4\uc6c0\uc744 \uc5bb\uc73c\uc138\uc694!<\/p>","protected":false},"excerpt":{"rendered":"<p>\uace0\uac1d\ub4e4\uc758 \uc120\ud0dd\uc758 \ud3ed\uc774 \ub113\uc5b4\uc9c0\uba74\uc11c \u2018\uace0\uac1d \uacbd\ud5d8\u2019\uc758 \uc911\uc694\uc131\uc774 \ub192\uc544\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc740 \uace0\uac1d\uacfc\uc758 \uc9c0\uc18d\uc801\uc778 \uad00\uacc4 \uc720\uc9c0\uc5d0 \ub9ce\uc740 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294\ub370\uc694. \uace0\uac1d\uacfc \uc6b0\ub9ac \ube0c\ub79c\ub4dc\uac00 \ub9cc\ub098\ub294 \ubaa8\ub4e0 \uc811\uc810\uc5d0\uc11c \uace0\uac1d\uc5d0\uac8c \uae0d\uc815\uc801 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub824\uba74 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud560\uae4c\uc694? \uc624\ub298 \ud3ec\uc2a4\ud305\uc5d0\uc11c&hellip;<\/p>\n","protected":false},"author":1,"featured_media":214,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_content_type":[],"blog":[],"coauthors":[8],"class_list":["post-215","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>\uae0d\uc815\uc801 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 7\uac00\uc9c0 \uc6d0\uce59- \uc138\uc77c\uc988\ud3ec\uc2a4 - Salesforce<\/title>\n<meta name=\"description\" content=\"\uace0\uac1d\uc758 \uae30\ub300\ub97c \ub6f0\uc5b4\ub118\ub294 \uc11c\ube44\uc2a4, \uc5b4\ub5bb\uac8c \uac00\ub2a5\ud560\uae4c\uc694? \uc18d\ub3c4, \uc815\ud655\uc131, \uacf5\uac10 \ub4f1 \uc131\uacf5\uc801\uc778 \ube44\uc988\ub2c8\uc2a4\ub97c \uc704\ud574 \ubc18\ub4dc\uc2dc \uc9c0\ucf1c\uc57c \ud560 &#039;\uace0\uac1d \uc11c\ube44\uc2a4 \uc6d0\uce59&#039; 5\uac00\uc9c0\ub97c \uc18c\uac1c\ud569\ub2c8\ub2e4. \ub2e8\uc21c\ud55c \uc751\ub300\ub97c \ub118\uc5b4 \uace0\uac1d \uac10\ub3d9\uc744 \uc2e4\ud604\ud558\uace0 \ucda9\uc131\ub3c4\ub97c \ub192\uc774\ub294 \ube44\uacb0\uc744 \ud655\uc778\ud558\uc138\uc694.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-principles\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\uae0d\uc815\uc801 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 7\uac00\uc9c0 \uc6d0\uce59\" \/>\n<meta property=\"og:description\" content=\"\uace0\uac1d\uc758 \uae30\ub300\ub97c \ub6f0\uc5b4\ub118\ub294 \uc11c\ube44\uc2a4, \uc5b4\ub5bb\uac8c \uac00\ub2a5\ud560\uae4c\uc694? \uc18d\ub3c4, \uc815\ud655\uc131, \uacf5\uac10 \ub4f1 \uc131\uacf5\uc801\uc778 \ube44\uc988\ub2c8\uc2a4\ub97c \uc704\ud574 \ubc18\ub4dc\uc2dc \uc9c0\ucf1c\uc57c \ud560 &#039;\uace0\uac1d \uc11c\ube44\uc2a4 \uc6d0\uce59&#039; 5\uac00\uc9c0\ub97c \uc18c\uac1c\ud569\ub2c8\ub2e4. \ub2e8\uc21c\ud55c \uc751\ub300\ub97c \ub118\uc5b4 \uace0\uac1d \uac10\ub3d9\uc744 \uc2e4\ud604\ud558\uace0 \ucda9\uc131\ub3c4\ub97c \ub192\uc774\ub294 \ube44\uacb0\uc744 \ud655\uc778\ud558\uc138\uc694.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-principles\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-12T20:10:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-27T00:20:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/SF_Experience.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Salesforce Korea\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce Korea\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" 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