Customer Supremacy: Gold Standard Service Techniques (Times Great Learning Training Series)

Author: Chen Wei
Publisher:
Publish Date: 2003-07-01
Features: This book condenses Chen Wei's profound understanding of customer work gained over the years. The set of efficient customer service techniques summarized from the performance of numerous outstanding customer service representatives will undoubtedly provide the greatest practical help to all service representatives working on the front line! In today's market, where product differentiation is shrinking, promotional tactics are exhausted, competitors are increasing, and customer demands are becoming more diverse, to stand out in the fierce market competition and establish a core advantage, it is essential to focus on customer needs and build a comprehensive customer service system. This book takes the service cycle diagram as the main thread, refining the service techniques for each stage of service to simplify complex service skills. After teaching each stage of the service cycle diagram, the author has meticulously designed practical exercises in various interactive forms such as case studies and role-playing, greatly enhancing the practicality and hands-on nature of this book. This book can be used as a professional teaching material for occupational training of after-sales service personnel in various industries.