21st Century Business: Customer Service, 2/e (IE-Paperback)

Career Solutions Training Group

21st Century Business: Customer Service, 2/e (IE-Paperback)
  • 出版商: Cengage Learning
  • 出版日期: 2010-02-01
  • 售價: $680
  • 貴賓價: 9.8 折 $666
  • 語言: 英文
  • 頁數: 192
  • ISBN: 0538494220
  • ISBN-13: 9780538494229

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商品描述

<內容簡介>

§  1. Importance of Customer Service.
The Service Advantage. The Customer’s View. Customer Loyalty.

§  2. Customer Needs and Wants.
Identify Customers. Discover Customers’ Needs. Respond Effectively.

§  3. Interact with Customers.
Communicate Face-to-Face. Service by Telephone. Written Interaction.

§  4. Support Customer Service.
Develop a Partnership. Solve the Customer’s Problem. Exceed Expectations.

§  5. Handle Difficult Situations.
Soothe Upset Customers. Overcome Sales Resistance. Manage Stress.

§  6. Build Customer Relationships.
Provide Exceptional Service. Company Loyalty Efforts. Value of Teamwork.

 

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