Customer Service and Customer Complaint Management

Author: Yang Fei
Publisher:
Publish Date: 2003-09-01
Features: This book is divided into eight chapters for explanation, detailing topics such as customer database storage and customer needs, understanding customers, building your customer database, identifying customer needs, ten methods to understand customer needs, segmenting and positioning your customers, establishing a standardized service system, defining service, service philosophy, formulating high-quality customer service standards, customer service processes, customer service feedback systems, designing customer service surveys, the customer service pyramid, customer satisfaction, customer loyalty, and customer value.