Customer Service Management Toolbox(Chinese Edition) - Tapa blanda

Brand new genuine assurance customer service management toolbox Zhang Jin in China Power 9787512318298(Chinese Edition)

Librería:

liu xing
(Nanjing JiangSu, JS, China)

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Descripción paperback. Condición: New. Ship out in 2 business day, And Fast shipping, Free Tracking number will be provided after the shipment.Pub Date :2012-01-01 Publisher: China Power Note: If you are the required number of books is greater than the the bookstore inventory you can promptly inform the treasurer Phone 15801427360 Contact qq 794153166 (send stapler bibliography). the bookstores internal transfer cargo 1-2 days in place . The OUR Books brand new genuine absolute guarantee. when you sign must seriously view the parcel. satisfaction after receipt books. not satisfied directly refusal. this can save Returns cost and time. the problems caused due to reasons of bookstores all unconditional return policy. Thank you for your visit. Assured orders to ensure smooth your shopping. Looking forward to your good basic information about the title: customer service management toolbox Original Price: $ 38 Author: Zhang Jin in the Press: China Power Publication Date: 201211ISBN: 9.787.512.318.298 words: Page: Revision: 1 Binding: Paperback: 16 commodity identification: Editor's management practices. tools and methods to assist more multiplier. Zhang Jin. high barrier edited by the customer service management toolbox provides us the tools and methods of customer service management. covering: customer service team building. customer service training. and optimize the performance management. communication with customers. after-sales service. handling customer complaints. customer information management. enhance customer value. to optimize customer relationships 9. EXECUTIVE SUMMARY No Contents Preface Chapter 1 customer service team building tools and methods 1.1 team planning - to define and refine the functions of the Customer Service Department 1.2 flat organization - to achieve flexible reaction 1.3 role the things Shegang. - clear job insight into the key details of the candidates responsibility. and promote self-management by 1.4 strategy interview method - the general direction of a good grasp of recruiting the semi-structured interviews - 1.5 1.6 standardized management - foster awareness of the rules of the team management 1.7 hot stove rule - and promptly correct the 1.8 groups effect of irregularities in the team - to reinforce positive team atmosphere Chapter 2 customer service training tools and methods 2.1 Competency Model - effective test customer service capacity 2.2 short board management - to upgrade weakness to achieve a comprehensive increase of 2.3 accepted theory - to ensure that training effectively convey information 2.4 emotion regulation - emotional management capabilities to enhance customer service staff 2.5 on-the-job training - in the work of continuous learning and improvement of 2.6 self talk - training customer service attitude adjustment capacity 2.7 implied effect - through expectations to promote customer service staff to continue to progress the the 2.8 challenge - to develop their potentials. do not give yourself limits Chapter 3 optimized performance management tools and methods 3.1 KPI management - effectively manage customer service daily work 3.2 Boca error correction - look at the details. improved workflow 3.3 Mystery Shopper - accurate knowledge of the front-line customer service quality 3.4 PDCA cycle - gradual decomposition of 3.5 goals - effective decomposition. the completion of a higher target 3.6 material incentives - an effective incentive to improve customer service levels. and to protect the work enthusiasm 3.7 Desi effects - inspired by the spirit. improve motivation 3.8 Benchmarking effect - to set an example. play 4.1 of Chapter 4 of the demonstration effect of the tools and methods of communication with customers due to the effect - 4.2 bike model perfect first impression to the customer left - to establish a professional customer service system the 4.3 DIPADA mode - the implementation of a standardized sales process 4.4 FAB rule - listen yourself to give customers a reason to buy 4.5 - 4.6 enclosed questions Mo. Nº de ref. del artículo: FR033535

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