Customer Service (Student Book)

Author: Guo Chunyan
Publisher:
Publish Date: 2002-06-13
Features: This book is the textbook for the optional Customer Service course of the Cambridge Secretarial Certificate Examination. During the writing process, we referred to a large number of domestic and international relevant textbooks, combined with China's actual conditions and our own teaching practices, striving to break through traditional domestic textbooks. We avoided excessive theoretical explanations, emphasizing skill development and enabling students to receive training in a relaxed and enjoyable environment. As for the effectiveness, it still needs to be tested in practice. In terms of structure, this book completely follows the sequence of the Cambridge Secretarial Certificate Examination syllabus, based on the syllabus requirements for the competencies students should achieve. It covers all key points in the syllabus. Considering that the Cambridge Secretarial Certificate is a graded examination, the requirements for each level differ. Therefore, based on the difficulty level of the content, we have divided this book into three levels. Level 1 consists of some preliminary knowledge, covering routine work and skills in the field of customer service. Level 2 requires students to understand the basic principles of customer service, possess some fundamental abilities, and lay a foundation for further learning. Level 3 is for those working in junior and mid-level customer service management, who can handle complex and non-routine customer service tasks in various environments. When studying higher-level content, readers can refer to the relevant lower-level material.