Год выпуска: 2006 Автор: Elaine K. Harris Издательство: Страниц: 192 ISBN: 0131989375
Описание
A #1 training and reference resources for companies nationwide, this informative guide provides users with (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. Goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achi excellence in customer service. Discusses such current issues as the rapid integration of technology and the multi-cultural marketplace, and emphasizes critical areas of skill-building essential to success, i.e., problem-solving and decision making, timeagement, human relations, leadership, and technology training. Discusses the changing marketplace; understanding the customer of the 21st century; embracing new technologies; call centers; customer service over the Internet; and...
