Customer Service Practice

Author: Li Xiangguo
Publisher:
Publish Date: 2006-11-01
Features: This book focuses on customer service skills, expanding around two main lines: fundamental theories and knowledge of customer service and related skills. It comprehensively introduces methods, techniques, and modern approaches to customer service, achieving an organic integration of theory and practice, science and skills, and the present and future. The content is rich, easy to understand, and incorporates numerous real-life, vivid case studies, facilitating readers' comprehension and reference. This textbook is suitable for professionals in various industries engaged in customer service management or those aspiring to work in customer service management. It serves as a reference book for those preparing for the National Customer Service Professional Qualification Certification Examination. This book focuses on customer service skills, expanding around two main lines: fundamental theories and knowledge of customer service and related skills. It comprehensively introduces methods, techniques, and modern approaches to customer service, achieving an organic integration of theory and practice, science and skills, and the present and future.