Customer Service Toolkit

Author: Guo Cheng / Han Bing
Publisher:
Publish Date: 2006-03-01
Features: Customer service is no longer just a concern for after-sales staff or service-oriented enterprises. Companies with sustainable competitive advantages excel at strategic levels by possessing profound foresight into customer needs. The tools provided in this book can help us achieve this. A service-oriented society is being built, and the ideas presented in this book are worth for everyone! This is a highly practical operational guide that compiles various customer service tools and methods, accompanied by vivid charts and clear interpretations, making it a worthwhile read. The book covers a wealth of theoretical tools. The authors combine obscure theories with practical case studies, presenting them in concise language. It can serve as both reading material for business professionals and a textbook for trainers.