Customer Service Cases and Skills

Author: Ren Lulu
Publisher:
Publish Date: 2005-06-01
Features: Good case study training can lay a solid foundation for creating a unique customer service culture and core competitiveness for enterprises. The cases in this book cover a wide range, are vivid, targeted, and fully reflect interactivity, enabling various customer service managers and operators to learn to solve problems from multiple angles, levels, and channels. This provides valuable insights and inspiration for cultivating high-quality customer service personnel and building high-quality customer service centers. — Director of the Customer Service Center of Bank of Communications Zhao Shan
The book Customer Service Cases and Skills has accumulated a large number of real, vivid, and timely service cases. It provides a detailed analysis of the details of the service process from both the customer and service provider perspectives, and employs effective interactive analysis methods, showcasing the author's unique ingenuity. This is rarely seen in similar books in China. Additionally, the author has specifically selected the five hot industries of banking, telecommunications, securities, pharmaceuticals, and manufacturing, making this book even more meaningful for both teaching and research! — General Manager of Service Management Department, Lenovo Group Dai Wei
Among the many theoretical books, the Customer World Management-Operations-Skills Benchmark Series has now launched this highly practical and easily applicable book. It not only provides strong guidance for front-line customer service operations but also offers valuable insights and guidance for service process design and improvement, as well as personnel skill development. The book covers a broad range of content, with diverse case analysis perspectives, and holds considerable practical value. — General Manager of Information Processing Center, Honglian 95 Information Industry Co., Ltd., Song Zimin
Currently, all service industries in China are beginning to emphasize service, recognizing it as the guarantee of enterprise survival. However, how to improve service—whether by inviting experts for training—is a good solution. But once the experts leave, how should the cases that occur on-site be handled? Can’t we just wait for the experts to come? Some companies have collected cases, but how to apply them to future incidents without targeted guidance? This book combines cases from the service industry with handling techniques. The cases included are carefully accumulated by trainers from various industries, each highly relevant to their respective sectors. The author examines these cases from both the customer and service provider perspectives, offering readers broader insights. At the same time, it analyzes on-site events and provides appropriate response techniques, making case learning more targeted. The cases from various industries (banking, telecommunications, securities, pharmaceuticals, and manufacturing) are compiled together, serving as a reference for "learning from others to improve oneself." The book is rich in cases, with content that is vivid, real, and engaging. It provides practical skills and a wealth of reference cases for students and professionals in customer service, as well as researchers in related fields. We sincerely hope to help the service industry do better!