Service Marketing Techniques

Author: Di Zhenpeng
Publisher:
Publish Date: 2006-06-01
Features: No product advantages, no brand strength—how to make customers choose you? Continuous customer complaints and mediocre sales performance—what should you do now? In the fierce battle for customer acquisition, traditional "smiling service" is no longer enough to win customers back. Only by enhancing customer value with quality service can profits be created and the market be won. This is an excellent practical manual for marketers to quickly improve service quality. It tells marketers that modern businesses cannot profit solely through simple sales but must win competition by satisfying customers and creating customer value.
Focusing on customers, using service to move them emotionally, and using service to win them over—building a loyal customer base is the key to winning in the market. This book not only elaborates on international advanced service marketing concepts but also combines practical operations from excellent enterprises, providing basic methods and practical skills for customer service. It enables marketing managers and staff to easily master the sales secrets of building a loyal customer base, thereby quickly boosting sales performance.
The book covers: Modern customer service concepts, analysis of customer buying psychology, practical customer relationship management, basic methods of customer service, service processes, and quality control.