Customer Service Management

Author: Lei Yang
Publisher:
Publish Date: 2004-01-01
Features: As the internationalization process of Chinese enterprises progresses, customer service is becoming a core element of their competitive capability. High-quality customer service stems from scientific management, especially for call centers. Customer Service Management systematically summarizes domestic and international customer service management experiences and is a valuable book for every practitioner to study seriously. This book is a systematic and comprehensive work that discusses the art of customer service operation management. It is a highly practical advanced action guide. The entire book incorporates the views of numerous domestic and international experts and scholars and combines the latest research findings in customer service management to comprehensively elaborate on six core management methods related to customer service: human resource management, information resource management, project management, service quality management, cost-effectiveness management, and application expansion. The book is written in easy-to-understand language and provides numerous case studies and application materials based on daily practice projects to help readers understand. The book is highly operational and targeted, making it an excellent textbook for business managers, customer service managers, and employees working in customer service-related fields. It is also suitable for various individuals interested in customer service management and the call center industry.