Basic Theory and Practice of Telecommunication Service Etiquette

Author: Huang Chuanwu
Publisher:
Publish Date: 2004-07-01
Features: This book introduces the basic theories and practices of telecommunication service etiquette through simple theories and applied practical cases, combined with the actual service conditions of China's telecommunications industry. The entire book is written in a fluent and easy-to-understand style, integrating theoretical depth, knowledge,, and practicality. It briefly and systematically explains the important components of service etiquette, especially the window etiquette, customer service etiquette, and telephone etiquette commonly used in telecommunications enterprises. Each chapter provides an introduction to basic knowledge, supplemented by practical exercises, classic cases, attention to details, and simulated self-assessments. This book can serve as a foundational learning material for managers, customer service representatives, window service staff, service supervisors, and call center agents in various service-oriented enterprises, particularly in the telecommunications industry. It can also be used as a reference book for teachers and students in colleges and universities who offer etiquette courses. Additionally, it serves as an introductory textbook for young learners interested in studying etiquette in society.