고객 서비스 실무

Chapter 01 고객응대 서비스의 의의

01. 고객서비스(친절서비스) 5
1. 고객서비스의 의의··················5
2. 좋은 서비스를 갖추기 위한 요건············5
3. 고객서비스의 성공 및 실패 사례 알아보기· ······ 10

02. 서비스 특징 19
1. 무형성(intangibility)· ················ 19
2. 비분리성(inseparability)· ·············· 21
3. 이질성(heterogeneity)· ··············· 22
4. 소멸성(perishability)················· 24

Chapter 02 이미지 메이킹

01. 표 정 33
1. 표정 근육 운동· ·················· 34

02. 복 장 36
1. 복장의 기능···················· 36
2. 나의 컬러 알아보기· ················ 38
3. 체형별 코디법··················· 42

Chapter 03 비즈니스 매너

01. 매너와 에티켓 51
1. 매너와 에티켓의 정의· ··············· 52
2. 매너의 두 가지 입장················· 53
3. 대인관계 매너··················· 55

Chapter 04 이문화(異文化) 커뮤니케이션

01. 각 나라의 이문화 커뮤니케이션 92
1. 각 나라 인사법· ·················· 92
2. 각 나라의 음식문화 에티켓·············· 94
3. 각 나라의 특별한 문화················ 99

Chapter 05 서비스 커뮤니케이션

01. 커뮤니케이션의 정의 107

02. 커뮤니케이션의 요소 108
1. 송신자······················ 108
2. 수신자······················ 108
3. 메시지······················ 108
4. 피드백······················ 108

03. 아리스토텔레스의 커뮤니케이션 3요소 109

04. 커뮤니케이션에서 발생 가능한 문제점 109
1. 상대에 대한 이해 부족··············· 110
2. 일방적 커뮤니케이션················ 110
3. 고객에 대한 잘못된 가정·············· 110
4. 어의상의 해석 차이· ················111
5. 관점의 차이····················111
6. 감정과 태도····················112
7. 시간적 압박····················112

05. 효과적인 커뮤니케이션 스킬 113
1. 비언어적 커뮤니케이션················113
2. 언어적 커뮤니케이션·················115

06. 호감 가는 서비스 표현/화법 119
1. 호 칭·······················119
2. 경어법······················ 121
3. 칭찬 화법···················· 121
4. 신뢰 화법···················· 122
5. 레어드 화법··················· 123
6. Yes/But 화법··················· 123
7. 긍정 화법· ··················· 123
8. 쿠션 화법· ··················· 124
9. 나 전달 화법(I-message 화법)· ·········· 124
10. 아론슨 화법· ·················· 125
11. 바람직한 표현 실습· ··············· 125

07. 고객접점에서의 올바른 용어 128

08. 고객 성향에 따른 커뮤니케이션 128
1. 전문가형 고객 · ················· 128
2. 우유부단한 고객 · ················ 129
3. 빈정거리는 고객 · ················ 129
4. 지나치게 호의적인 고객 ·············· 130
5. 저돌적인 분위기의 고객 ·············· 130
6. 같은 말을 장시간 되풀이하는 고객 · ········ 131
7. 과장하거나 가정하여 말하는 고객 · ········ 131
8. 불평을 늘어놓는 고객 ··············· 132
9. 비유를 잘 하는 고객 · ·············· 132
10. 이치를 따지기 좋아하는 고객 ··········· 132
11. 성급한 고객 · ·················· 132
12. 무리한 요구를 서슴지 않고 하는 고객 ········ 133
13. 큰소리로 말하는 고객 ··············· 133
14. 말 많은 고객 ··················· 133
15. 쾌활한 고객 · ·················· 134
16. 말이 없는 고객 ·················· 134
17. 깐깐한 고객 · ·················· 134
18. 자신감이 없는 고객 ················ 134
19. 의심이 많은 고객 ················· 135
20. 어린이 동반 고객 ················· 135
21. 모르는 것을 물어오는 고객 ············ 135
22. 말을 더듬는 고객· ················ 135

Chapter 06 고객유형별 응대

01. DiSC 유형별 이해 및 응대 141
1. DiSC 행동유형의 목표··············· 142
2. DiSC 행동유형모델· ··············· 142
3. DiSC 행동유형의 특성··············· 142
4. 유형별 의사소통법················ 143

02. MBTI 행동유형 개념 146
1. MBTI 선호경향· ················· 146
2. MBTI 16가지 유형················· 147

Chapter 07 전화응대

01. 전화응대의 중요성 157

02. 전화응대 구성요소 157

03. 전화응대의 특성 158

04. 전화응대의 기본자세 160
1. 송수화기 사용법················· 160
2. 전화응대 3 · 3 · 3 기법·············· 160
3. 전화응대의 3대 원칙··············· 160

05. 상황별 전화응대 스킬 162
1. 전화를 받는 경우· ················ 162
2. 전화를 받는 경우 주의사항 · ··········· 163
3. 전화받기 자기점검 체크리스트· ·········· 163
4. 전화를 거는 경우· ················ 165
5. 전화를 거는 경우 주의사항············· 165
6. 전화 걸기 자기점검 체크리스트··········· 166
7. 전화를 연결할 경우· ··············· 166
8. 전화받는 사람이 부재 중인 경우· ········· 167
9. 전화가 잘 들리지 않는 경우············ 167
10. 잘못 걸린 경우· ················· 167
11. 통화 도중 고객이 방문한 경우··········· 168
12. 기침이나 재채기가 나오는 경우··········· 168
13. 위치를 안내할 경우· ··············· 168
14. 불만전화를 받을 경우· ·············· 168

06. 전화응대 주요 화법 170

07. 휴대전화 사용 매너 171

08. 잘못된 전화응대 171

09. 전화 모니터링 172
1. 전화 모니터링 평가· ··············· 172
2. 전화 모니터링 피드백· ···············174

10. 스크립트 작성 방법 175
1. 스크립트 작성 실습· ··············· 175

Chapter 08 불만고객 응대

01. 클레임(claim)과 컴플레인(complain) 185

02. 고객 불만 발생의 주요 원인 185

03. 불만고객의 가치 187
1. 기업 측면···················· 187
2. 직원 측면···················· 191

04. 불만고객의 감정단계 이해 192

05. 불만고객의 니즈 194

06. 불만고객 응대 기본원칙 194
1. 피뢰침의 원칙·················· 195
2. 책임공감의 원칙················· 195
3. 감정통제의 원칙················· 196
4. 언어절제의 원칙················· 196
5. 역지사지의 원칙················· 197

07. 고객을 화나게 하는 7가지 태도 198

08. 효과적인 불만고객 응대방법 199
1. 불만고객 응대 7단계················ 199
2. 회사문제와 고객문제 처리방법· ·········· 200
3. 불만고객 응대 MTP 기법·············· 201
4. 불만고객 응대 HEAT 기법· ············ 202
5. 불만고객에게 피하면 좋을 말············ 202
6. 불만고객 사례 공유· ··············· 203

09. 감정노동에 따른 스트레스 관리 203
1. 몸 상태에 따른 스트레스 진단· ·········· 204
2. 심리 상태에 따른 스트레스 진단·········· 206
3. 감정관리 조절능력 진단· ············· 207
4. 스트레스 관리법················· 208

Chapter 09 고객접점(MOT)

01. MOT의 유래 215

02. MOT의 도입 215

03. MOT 공식 216

04. 고객접점의 3요소 217
1. Hardware(시설)·················· 217
2. Software(운영시스템)· ·············· 217
3. Humanware(인적 시스템)· ············ 218

05. MOT 고객접점 관리 219
1. MOT 사이클의 종합적 관리············· 219
2. 고객의 입장에서 MOT 관리············· 221
3. 고객접점 설계·················· 222
4. 고객접점 서비스 평가 관리············· 223

06. MOT 체크리스트 225
1. Hardware(시설) 체크리스트· ··········· 225
2. Software(운영시스템) 체크리스트· ········· 226
3. Humanware(인적 시스템) 체크리스트· ······· 227

07. MOT 표준 응대 훈련 228