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再難纏的客人都不怕!:蘇國垚教你90招對策,破解奧客的疑難雜症
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再難纏的客人都不怕!:蘇國垚教你90招對策,破解奧客的疑難雜症 
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Item No.:323478 BKTW-0010715218
  
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ISBN: 9789869211239
Author: 蘇國垚,王一芝
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作者:蘇國垚,王一芝
出版社:遠見
出版日期:2016年05月25日
語言:繁體中文
版別:初版
装订:平裝
印刷:雙色印刷
分級:普級
ISBN:9789869211239

內容簡介



21世紀所有行業都是服務業,只要是必須跟客戶接觸,必須呈現、包裝,舉凡旅遊、金融、教育、設計、媒體、醫療等,沒有一項可以脫離「服務」的範圍。



我們已然站在「服務業」的世界,但我們真正了解什麼是好服務嗎?面對提出無理要求、不斷找碴、脫序行為影響到其他人的惡劣顧客,服務人員該如何應對,才能安撫客人情緒、化危機為轉機?讓顧客、服務人員都有台階下,甚至還能贏得客人稱讚……等。本書提出服務業最常見到的奧客案例,再由有「服務業大老師」之稱的蘇國垚來分析、指點如何化解危機,提供更有品質的服務。



此書不僅給想投身服務業的人,指點明確方向;也值得第一線服務人員細讀,實際運用書中教戰守則應對;更能做為老師、學生的案例教學。對於一般讀者而言,藉由了解服務業的真實情況,期許自己做一個有品格的客人,一起引導台灣走向一個更新的服務文明。



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