简述客户服务中心IVR设计的差异化原则。
参考答案：
IVR流程设计可按照品牌战略规划的相关要求，对不同客户群和不同级别客户体现服务流程的差异化。
破碎指数
A client, age 59, complains of leg pain brought on by walking several blocks--a symptom that first arose several weeks ago. The client’s history includes diabetes mellitus and a two-pack-a-day cigarette habit for the past 42 years. The physician diagnoses intermittent claudication and prescribes pentoxifylline (Trental), 400 mg three times daily with meals. The nurse should provide which instruction concerning long-term care（）
A. "Practice meticulous foot care. " B. "Consider cutting down on your smoking. " C. "Reduce your level of exercise. " D. "See the physician if complications occur. "
