Practical Techniques for Communicating with Customers

Author: Zhang Zhenming
Publisher:
Publish Date: 2006-06-01
Features: This book addresses the numerous challenges businesses face in communicating with customers when handling complaints, focusing on establishing a complaint handling system and improving customer satisfaction. To better integrate the application of the "Quality Management Customer Satisfaction Organization Complaint Handling Guidelines" system standard with customer communication management, we propose the concept of "Customers are Always First." Customer satisfaction is the driving force behind business operations, requiring the construction of a fundamental framework for complaint management and the philosophy of customer-centricity. Through actions, implementing customer satisfaction under the organization's complaint handling structure is the ultimate goal. The book consists of nine chapters, drawing on theories of management innovation and systematic management methods, and combining successful and unsuccessful case studies to summarize customer communication methods and techniques that are easy to understand, master, and apply. It can serve as a training textbook and practical reference for organizations handling complaints. The primary readership includes ISO 9000-certified businesses and individuals, particularly management representatives of ISO 9000-certified enterprises, employees of corporate customer service centers, and corporate leadership. It also suits supervisors of complaint handling work and front-line staff directly interacting with customers. Additionally, it is suitable for business management personnel, students of relevant majors in colleges and universities, and government service window staff for study and reference.