Introduction to Customer Service and Call Center Practice (Second Edition) (Second Edition)

Author: Zhao Xi
Publisher:
Publish Date: 2006-10-01
Features: This book is one of the series of publications organized by the Customer World Institute of the Ministry of Information Industry, which is one of the earliest domestic organizations engaged in research in the field of customer service. The Customer World Institute is also the initiator of the "Customer Care" concept in China. This book combines the author's years of theoretical and practical experience and is currently the only book in the market that integrates the concept of customer care, customer service operational practices, and professional knowledge such as call centers. Based on an overview of customer service strategy, methods, and processes, this book focuses on the operational practice of customer service, making it valuable for practical work. The book has also been selected by key universities as a textbook for customer service management majors and can be used for self-study by industry management and service personnel, as well as for corporate training. Call center inbound/outbound agents, telemarketers, service hall staff, key account specialists, information integration and processing personnel, and hotline operators can all learn from and refer to this book.