Customer Service Art: Success Comes from Customer Satisfaction (Second Edition)

Author: PAUL R. TIMM (USA)
Publisher:
Publish Date: 2002-03-01
Features: This book adopts a different approach. It not only integrates the best content from theoretical textbooks and practical resources but also provides readers with a practical path to connect theory with practice. Through the combination of theory and practice, readers can independently cultivate various techniques, attitudes, and ways of thinking to win customer satisfaction and loyalty. This process of connecting theory with practice includes: cultivating a strong awareness of opportunities and challenges; finding effective ways to address customer dissatisfaction by understanding customer expectations and creating customer loyalty; developing the ability to guide, execute, and control service processes; acquiring specific skills and techniques required for professional success; and understanding future trends in customer service.