The Art of Customer Service Service Etiquette

Author: Tian Wenyan, Zhang Zhenhao
Publisher:
Publish Date: 2005-07-01
Features: Haibo Zhiye Management Series: The Haibo Zhiye Consulting Team strives to share with you practical experience and skills, sharing research and insights from years of management and consulting practice. "A sword forged over ten years," we are dedicated to launching the "Haibo Zhiye Management Series." We sincerely hope that this series can inspire your management wisdom, provide you with practical experience, and become your on-the-ground manual and management consultant. This book is based on the practical operational skills of service etiquette and service techniques for frontline service personnel. With numerous standard images and clear descriptions, it enables frontline service personnel to easily, conveniently, and intuitively learn and master the theoretical knowledge presented. Additionally, each section is accompanied by exercises to help service personnel more easily identify gaps and deficiencies in their service skills, as well as understand and apply operational techniques and methods more simply and efficiently. The target readers of this book are primarily frontline service personnel in the service industry and frontline and after-sales service in the manufacturing industry, such as: telecom, mobile, China Unicom, China Netcom, banks, securities, insurance, power, tax, aviation, postal services, catering, transportation, retail, home appliances, automotive industries and enterprises.