100% customer satisfaction

Author: Liu Yixin
Publisher:
Publish Date: 2003-01-01
Features: In modern market competition, making customers satisfied is the key to our survival in the market and the determining factor for the success or failure of all business operations. This book discusses the reasons for customer dissatisfaction, how to handle customer complaints, how to measure customer satisfaction, how to overcome communication barriers in customer complaints, how to satisfy customers of different types, and how to handle customer complaints via phone, etc. The book is rich in examples and draws on advanced international customer management experience. It is an essential remedy for businesses in China to cope with competition after joining the WTO.