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· 제목 : Customer Service Skills for Success (5th Edition, Paperback)
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9780071315920
· 쪽수 : 320쪽
· 출판일 : 2011-03-01
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9780071315920
· 쪽수 : 320쪽
· 출판일 : 2011-03-01
목차
Part One: The Profession
1. Customer Service Profession
2. Contributing to the Service Culture
Part Two: Skills for Success
3. Verbal Communication Skills
4. Nonverbal Communication
5. Listening to the Customer
Part Three: Building and Maintaining Relationships
6. Customer Service and Behavior
7. Service Breakdowns and Service Recovery
8. Customer Service in a Diverse World
9. Customer Service via Technology
10. Encouraging Customer Loyalty
