Customer Service Skills Case Training Manual

Author: Zheng Fanghua
Publisher:
Publish Date: 2006-01-01
Features: This book primarily analyzes the key skills in the field of customer service. Based on the job requirements of customer service personnel in actual work, it covers five critical skill areas in customer service: understanding customer expectations, innovative customer service, handling customer complaints, building customer loyalty, and managing key accounts. In terms of practical application, the book highlights its case-based approach. For each skill point (topic), it selects a vivid case that fully encompasses the essence of the topic, emphasizing the integration of "principle" into "scene" to vividly illustrate the meaning of the topic. Through the format of "skill case training," it focuses on refining customer service skills from the perspective of practical work needs and provides guidance on how to acquire these skills, offering various training methods to master and apply these skills. This book is suitable as a reference and training material for customer service personnel, customer service managers, and other managers.