Customer Service Management Position Work Manual

Author: Tan Liqin
Publisher:
Publish Date: 2005-10-01
Features: The four core selling points of practicality + work templates + tool forms + work processes are the key competitiveness of this book. This book aims to solve problems in corporate management execution and work details, refining the work details and processes of customer service management, and providing reference examples, templates, and tool forms for those holding customer service management positions. The content includes customer service organization management, customer relationship management, key account management, customer information management, customer service quality management, after-sales service management, service commitment management, and customer service call center management. The book systematically and comprehensively introduces all aspects of customer service management, expanding from three levels: work objectives, work item descriptions, and detailed execution. It provides a set of scientific and practical work standards that are concise, intuitive, highly operational, practical, and readable, serving as a work execution manual for all positions in customer service management. This book is suitable for customer service professionals, human resources management personnel, middle and senior management personnel, consulting industry professionals, and internal corporate training.
The four core selling points of practicality + work templates + tool forms + work processes are the key competitiveness of this book. This book aims to solve problems in corporate management execution and work details, refining the work details and processes of customer service management, and providing reference examples, templates, and tool forms for those holding customer service management positions. The content includes customer service organization management, customer relationship management, key account management, customer information management, customer service quality management, after-sales service management, service commitment management, and customer service call center management. The book systematically and comprehensively introduces all aspects of customer service management, expanding from three levels: work objectives, work item descriptions, and detailed execution. It provides a set of scientific and practical work standards that are concise, intuitive, highly operational, practical, and readable, serving as a work execution manual for all positions in customer service management. This book is suitable for customer service professionals, human resources management personnel, middle and senior management personnel, consulting industry professionals, and internal corporate training.