Telecommunications Customer Service Basic Theory and Practice

Author: Yin Tao / Ning Lianju / Shi Wenhua (editors)
Publisher:
Publish Date: 2005-05-01
Features: This book comprehensively discusses the topic of telecom customer service from both theoretical and practical perspectives. Starting with an understanding of the market environment in which operators operate and the customers they face, it analyzes the operators' profit zones, thereby establishing a successful customer service philosophy. Gradually shifting from the realm of concepts to practice, it builds a high-quality customer service team. Here, we must particularly master the skills of customer service. Successful customer service lies in communication and the skills of human interaction—good skills are the key to successful customer service. Finally, we must complete the entire process of customer service through after-sales service. The first half of this book focuses on theory, while the second half emphasizes practice. Many practical issues are ones we can genuinely encounter in telecom customer service. This book is not only a powerful tool for scholars and students studying the theory of telecom customer service but also a desk reference for customer service staff in telecom enterprises.