Customer service : a practical approach
著者
書誌事項
Customer service : a practical approach
Prentice Hall, c2000
2nd ed
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内容説明・目次
内容説明
Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students with: (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies that lead to the successful implementation of customer service. A #1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity.
目次
*What Is Customer Service? *The Challenges of Customer Service. *Problem Solving. *Strategy for Formulating a Plan for Success. *Empowerment. *Communications in Customer Service. *Coping with Challenging Customers. *Motivation. *Leadership in Customer Service. *Customer Retention and Measurement of Satisfaction. *Delivering Customer Service to the Changing Marketplace. *Excellence in Customer Service.Glossary. Sources of Other Information. Index. Redi-reference card.
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