Introduction to Customer Service and Call Center Practice

Author: Zhao Xi
Publisher:
Publish Date: 2004-09-01
Features: Customer World Management·Operations·Skills Benchmark Series. This book is one of the series compiled by the Customer World organization under the Ministry of Information Industry, which is one of the earliest domestic institutions engaged in research in the field of customer service. The Customer World organization is also the initiator of the "customer care" concept in China. This book combines the author's years of theoretical and practical experience and is currently the only book in the market that integrates the concept of customer care, customer service operations, and professional knowledge such as call centers. Based on an overview of customer service strategy, methods, and processes, this book focuses on the operational practice of customer service, making it valuable for practical work. The book has also been selected as a textbook for customer service management by key universities. It is suitable for self-study by industry management and service personnel, as well as for corporate training. Call center inbound/outbound agents, telemarketers, service hall staff, key account specialists, information integration and processing personnel, and hotline operators can all learn from and refer to this book.