Customer Service

Author: (American) Robert W. Lucas, translated by Zhu Yingzi, Ai Fengyi
Publisher:
Publishing Date: 2006-01-01
Features: The author has compiled 32 years of client service experience and methods into this book, enabling you to handle different types of clients and master complex situations with ease. It helps you quickly improve your professional skills in all aspects of client service, ultimately laying a solid foundation for your success in the workplace. Whether you work in any industry or serve in any company, you are inevitably exposed to internal and external clients. This book introduces basic service skills that can help you achieve success in the workplace, including listening skills, verbal and non-verbal communication techniques, handling different types of clients, technology application, and mastering complex and changing situations. Through the study and summary of client service management cases in this book, you can draw on experience and techniques, preparing you to enter the workforce as a senior and professional individual! Pre- and post-chapter tests are used to assess your mastery of the chapter content. Special text boxes are set up in various parts of the book to introduce different management styles while helping you understand how to manage effectively. This book covers a wide range of issues, guiding you to focus on cultural factors that affect client relationships and providing solutions to overcome these factors in real-world scenarios. The "Application Search" extension exercises guide you to conduct deeper research outside the classroom, including visiting web links related to client service and performing corresponding exercises.
Target Audience: This book is not only suitable for client service personnel and sales staff directly involved in client service but also for all business professionals who interact with people frequently, and even non-business professionals! It provides the various client service concepts and techniques you need to succeed in business activities at multiple levels. This includes listening skills, verbal and non-verbal communication techniques, handling clients with different behavioral styles, mastering complex and changing situations, and various skills in using office equipment and software. This book is a summary of the author's rich experience in management, human resources, and client service over the past 32 years. Whether you are just entering the business world or are already adept at handling clients and managing relationships with them appropriately, reading this book will improve your work performance and enhance client satisfaction. Compared to the second edition, the third edition provides more guidance and advice for client service supervisors.
Target Audience: This book is not only suitable for client service personnel and sales staff directly involved in client service but also for all business professionals who interact with people frequently, and even non-business professionals!