Telecommunications Industry Service Elite Training Reader

Author: Yang Sizhuo
Publisher:
Publish Date: 2004-01-01
Features: I see, I do! Always giving customers more than they expect. Start with me, start now! This book is primarily written for frontline service personnel in the telecommunications industry. What is discussed is not only closely related to their work but also reveals how service elites are "forged." Customer service is not just a task for the customer service department; it is also a strategic weapon for telecom companies to surpass their competitors. If your company has not placed the construction of first-class service capabilities at the strategic level, you are essentially handing over tomorrow to your competitors. Building first-class service capabilities—the insight into service needs, the management of service systems, and the execution of service personnel—are the three key elements of service success, and both insight and management must ultimately be translated into execution. What you and your company urgently need to improve may be just such capabilities. The greatest value of this book lies in its ability to comprehensively enhance the execution of service personnel. This book is primarily written for frontline service personnel in the telecommunications industry, and what is discussed is not only closely related to their work but also reveals how service elites are "forged."