Pali Marketing Idea Bank 182 Customer Service Third Edition

Author: Qu Yunbo
Publisher:
Publish Date: 2006-01-01
Features: The author has compiled 32 years of customer service experience and methods into this book, enabling you to handle different types of customers and master complex and ever-changing situations with ease. It helps you quickly improve your professional skills in various aspects of customer 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 customers. This book introduces basic service techniques that can help you achieve success in your career, including listening skills, verbal and non-verbal communication techniques, handling different types of customers, technology application, and mastering complex and ever-changing situations. Through the study and summary of customer service management cases in this book, you can draw on experience and skills, preparing you to enter the workforce as a senior and professional individual! Tests before and after each chapter are used to assess your understanding of the chapter content. Special text boxes are set up in various parts of the book to introduce different management styles, helping you understand how to manage effectively. The book covers a wide range of issues, guiding you to focus on the cultural factors that affect customer relationships and providing solutions to overcome these factors in practical work. "Application Search" extension exercises guide you to conduct deeper research outside the classroom, including visiting web links related to customer service and performing corresponding exercises. Target Audience: This book is not only suitable for customer service personnel and salespeople directly engaged in customer service but also for all business professionals who interact with people frequently, and even non-business professionals!