Chapter 1 Overview of Customer Satisfaction

Section 1 Overview of Customer Satisfaction

Section 2 Complaint Handling and Customer Satisfaction Theory

Chapter II Basis of Customer Satisfaction

Section 1 Providing Value-added Services to Customers

Section 2 Abide by the Commitment to Customers

The third section focuses on customer service details

Section IV Personalization and Standardization of Services

Chapter III Communication Skills to Improve Customer Satisfaction

The first section is good at communicating with customers

Section 2: Proceed from reality and facilitate customers.

Chapter IV Service Measures to Improve Customer Satisfaction

Section 1 tangible services

Section 2 Establishing a Good Corporate Image

The third quarter to make up for the lack of service in time

The second customer complaint management strategy

Chapter I Overview of Complaint Management

The meaning of the first section indictment

Section 2 Reasons for Customer Complaints

Section 3 Four Psychological Effects of Complaining Process

The fourth quarter complains about six psychological states of customers.

Chapter II Complaint Prevention and Management

Section 1 Management Methods of Complaint Prevention

Section 2 Enterprise Complaint Prevention Culture

Section 3 Complaint Prevention Management System

Chapter III Complaint Management Strategies

Section 1 Measures for the Administration of Customer Complaints

Section 2 Safeguard Measures for Customer Complaint Management

Section 3 Customer Complaint Early Warning Report and Analysis Management

Section 4 Organization and Management of Complaint Management Department

Chapter IV Media and Crisis Public Relations Management

Section 1 Overview of Media and Crisis Public Relations

Section 2 Enterprise Media Processing Flow

The third quarter enterprise crisis management process

Chapter III Establishment of Customer Complaint Management System

Chapter 1 Establishing a Complaint Management System

The first section to establish a complaint handling system

Section 2 Management Principles for Granting Litigation

Section III Optimizing the Customer Complaint Handling Environment

Chapter II Establishing an Effective Complaint Handling Team

Section 1 Guidelines for the Design and Implementation of Complaint Management System

Section 2 Guidelines for the Establishment and Implementation of Complaint Management System

Section 3 Quality Management of Complaint Handling Personnel

Section 4 Technical Management of Complaint Handling Personnel

Chapter III Management of Modern Customer Complaint Crisis Prevention System

Section 1 Overview of Complaint Crisis

Section 2 Principles of Crisis Management

Section III Refined Customer Service Management

Chapter IV Sustainable Development of Customer Complaint Management System

Section 1 Audit of Client's Litigation Management System

Section 2 Analysis and Utilization Review of Customer Complaint Data

Section 3 Management of Corrective and Preventive Measures

Chapter V Resource Requirements of Customer Complaint Management System

Section 1 Human Resource Planning

Section 2 Self-training

Section III Infrastructure and Technical Support

The fourth chapter is the theory and practice of customer complaints.

Chapter I Value of Customer Complaints

Chapter II The Art of Handling Customer Complaints

Chapter III Summary of Customer Complaint Handling

Chapter IV General Procedures for Handling Complaints

Chapter V Customer Complaint Handling Strategies

The fifth chapter is the theoretical basis of customer refined service.

The first chapter is an overview of refined services.

Section 1 Humanized Customer Service

Section 2 Quality of Service

Section III Providing Value-added Services to Customers

Section 4: Service should be innovative.

Section 5 Flexible and changeable service methods

The second chapter focuses on the overall customer service.

The first section comprehensively and deeply grasps the customer information

Section 2 Establishing a Perfect Customer File

The third section firmly remember the customer's name

The fourth quarter is good at observing the emotional changes of customers.

Section 5 Customer Tracking Service

Chapter III Professional Quality Assurance Services

Chapter IV Customer Credit Management and Application

Article 6 The concrete implementation of the necessary systems and forms of organizational structure management of customer service department

Chapter I Overview of the Responsibilities of Customer Service Department

Section 1 Working Speed of Customer Service Department

Section 2 Responsibilities of Customer Service Department

Section 3 Responsibilities of Customer Service Department

Chapter II Design and Management of the Organizational Structure of Customer Service Department

The first section is the concrete implementation of the organizational structure design of customer service department

Section II Detailed Implementation of Personnel Management in Customer Service Department

Chapter III Call Center Management System and Form of Customer Service Department

Chapter IV Standardization Construction of Call Center and Application of Hi-tech

Article 7 Customer's refined service operation practice

The first chapter discusses customer satisfaction service.

The first part leaves a good first impression on customers.

Section 2 Smile Service

Section 3 Praise customers

The fourth quarter to establish feelings with customers

Chapter II Detailed Service

Section 1 Service starts from childhood.

Section 2 Detailed Service

Section 3 Telephone Service

Section 4 Giving Small Gifts to Customers

Chapter III Customer Service Communication Skills

Section 1 Skills of Greeting Customers

Section 2 Speaking Skills in Service

Use appropriate body language

The fourth section let humor run through the service from beginning to end

Section 5 Pay attention to listening when serving

Chapter IV Repair and Remedy of Service Negligence

The first section correctly treat customer complaints

Section 2 Defects and Shortcomings of Xiamen Maintenance Service

Section 3 Dare to admit mistakes to customers

Section 4 Don't argue with customers.

Article 8 Systems and forms required for the specific implementation of customer information management.

Chapter 1 Customer Information Management

Section 1 Specific Implementation of Customer Information Survey

Section II Detailed Implementation of Customer Information Processing

Section III Specific Implementation of Customer Information Management

Section IV Specific Implementation of Customer Credit Management

Chapter II Necessary System of Customer Information Management

Section 1 Provisions on Customer Information Management

Section 2 Customer Registration File Management System

Section 3 Customer Information Base Management System

Chapter III Customer Information Management Table

Section 1 Customer Information Management Table

Section 2 Customer Business Management Information Table

Section 3 Customer Analysis Management Form

Article 9 Systems and forms required for the specific implementation of customer relationship maintenance management.

The first chapter is the basis of customer relationship management.

Section 1 Principles and Measures of Customer Relationship Management

Section II Detailed Implementation of Customer Relationship Stack Protection Work

Section 3 Customer Daily Communication Management Process

Chapter II Key Account Management

Section 1 Basic Knowledge of Key Customer Service Management

Section 2 Key Customer Service Management

Table 3 Main Customer Service Management Tools

The fourth quarter key customer service management workflow

Chapter III Necessary Systems and Forms of Customer Channel Management

Section 1 Specific Implementation of Customer Channel Management

Section 2 Necessary System of Customer Channel Management

Section 3 Customer Channel Management Table

Chapter IV Necessary Systems and Forms of Customer Relationship Maintenance and Management

Section 1 Improvement and Implementation of Customer Relationship Management

Section 2 Customer Affairs Management System and Forms

Section III Refinement and Implementation of Customer Visiting Reception Management

Section 4 Communication Management Forms

Article 10 Necessary systems and forms of customer relationship evaluation and management

Chapter 1 Necessary systems and forms of customer development management

Chapter II Necessary Systems and Forms for Customer Survey Management

Chapter III Necessary Systems and Forms of Customer Classification Management

Chapter IV Necessary systems and forms of customer credit evaluation management

Chapter V Necessary Systems and Forms of Customer Payment Management

Eleventh customer service quality management work to implement the necessary system and table refinement.

Chapter I Customer Service Quality Management

Chapter II Customer Service Commitment Management

Chapter III After-sales Service Management

Chapter IV Specific Implementation of Customer Service Management

Article 12 International Standards for Customer Service and Customer Complaints

Article 13 Customer Complaint Case Analysis and Handling Skills

Article 14 Legal norms related to customer complaints and customer service