All about 고객서비스 실무

Chapter 01 고객서비스의 이해 ······························································································12
1 서비스 경제의 도래 ··························································· 12
2 서비스의 의미 ································································ 13
3 경쟁력은 서비스이다! ························································· 14
4 서비스의 특성 ································································ 15
5 서비스 특성에 따른 문제점과 대응전략·········································· 23
6 고객만족서비스······························································· 23



Chapter 02 고객접점서비스 ··································································································30
1 고객접점서비스 MOT(Moments Of Truth)의 개념······························· 30
2 고객점점서비스의 중요성······················································ 32

3 고객접점 사이클(service cycle) ················································ 33
4 고객접점(MOT)의 요소························································ 34
5 고객접점(MOT)의 유형························································ 35
6 서비스 기업의 고객접점 설계 과정 ·············································· 36
7 서비스 기업의 고객접점 평가··················································· 37
8 서비스품질의 측정 ···························································· 40



Chapter 03 서비스 실패와 서비스 회복 ··················································································48
1 서비스 실패(Service Failure) ·················································· 48
2 불만고객의 의미 ······························································ 49
3 불만고객발생 원인 ···························································· 51

4 서비스 회복(Service Recovery)전략············································ 52
5 불만고객응대 프로세스························································ 53
6 불만고객 응대 기법 ··························································· 55



Chapter 04 DISC 고객유형별 응대 ························································································64
1 DISC의 개념 ································································· 65
2 DISC 행동유형 별 일반적인 특징 ··············································· 67
3 DISC 행동유형 별 커뮤니케이션 스타일과 고객응대 화법·························· 68
4 DISC 유형별 스트레스 상황과 해소법 ··········································· 71



Chapter 05 서비스 커뮤니케이션···························································································78
1 커뮤니케이션(communication)의 의미 ········································· 78
2 커뮤니케이션의 구성요소······················································ 79
3 서비스커뮤니케이션의 4가지 요소·············································· 80
4 고객응대 화법 ································································ 81



Chapter 06 이미지와 이미지메이킹의 이해 ············································································92
1 21세기 경쟁력 ‘이미지’ ······················································· 92
2 이미지의 정의 ································································ 93
3 이미지메이킹의 개념 ·························································· 95
4 이미지메이킹에 대한 오해와 진실 ·············································· 96
5 이미지메이킹의 중요성························································ 97
6 이미지와 관련한 여러 가지 효과들 ·············································· 97



Chapter 07 서비스인의 첫인상 관리·····················································································108
1 첫인상과 표정 ·······························································108
2 표정의 중요성 ·······························································111
3 첫인상을 개선할 수 있는 스마일트레이닝 방법 ··································113



Chapter 08 퍼스널 컬러 ······································································································120
1 퍼스널 컬러의 역사 ··························································120
2 퍼스널 컬러란? ······························································121
3 퍼스널 컬러의 계절별 특징····················································121
4 퍼스널 컬러의 여러 가지 효과들 ···············································125
5 퍼스널 컬러의 활용 ··························································126
6 퍼스널컬러 진단 ····························································129



Chapter 09 매너와 에티켓 커뮤니케이션 I············································································132
1 에티켓······································································132
2 매너········································································133
3 예의범절····································································134
4 직장인의 매너 ·······························································135



Chapter 10 매너와 에티켓 커뮤니케이션 II ··········································································140
1 인사 매너 ···································································140
2 소개 매너 ···································································145
3 악수 매너 ···································································147
4 명함 매너 ···································································149
5 안내 매너 ···································································152
6 조문 매너 ···································································155



Chapter 11 서비스인의 용모와 복장·····················································································160
1 용모와 복장 ·································································161
2 용모와 복장의 중요성 ························································161
3 서비스인의 용모와 복장 포인트················································162
4 남성의 기본 복장 ····························································163
5 여성의 기본 복장 ····························································169



Chapter 12 글로벌 매너 ······································································································174
1 글로벌 경쟁력의 힘, 글로벌 매너 ··············································174
2 글로벌 인사매너 ·····························································176
3 글로벌 식사매너 ·····························································177
4 각국의 선물매너 ·····························································185



Chapter 13 와인 에티켓 ······································································································192
1 와인의 역사 ·································································192
2 와인의 분류 ·································································194
3 와인 매너 ···································································198
4 기타 와인 용어 ······························································201



▦ 참고문헌·······················································································································204