Customer Service Practice

Author: Chongqing University Press
Publisher:
Publish Date: 2005-04-01
Features: This book systematically introduces the basic concepts, methods, and skills for enterprises to carry out customer service work. The book consists of 9 chapters, including an overview of customer service, conducting customer surveys, establishing corporate high-quality customer service standards, organizing corporate high-quality customer service teams, customer service strategies, customer service skills, customer relationship management, handling customer complaints, and customer service evaluation and incentive mechanisms. The content is rich, the perspectives are innovative, and the language is easy to understand. It serves as a professional textbook for vocational and technical college marketing students to learn and master customer service practices. It can also be used as a textbook for business management and other management-related majors, as well as a business manual for corporate customer service managers and a training guide for customer service personnel.