7 LESSONS IN CUSTOMER CARE: MASTER CUSTOMER CARE BASICS IN 7 STEPS

Book ID/图书代码： 07100026C00008

English Summary/英文概要： A SHORT COURSE IN CUSTOMER CARE BASICS.

7 Lessons in Customer Care is a quick course in looking after people, giving you everything you need to know in just seven short chapters. From interacting with customers to communication excellence, you’ll discover how closely allied customer care is to marketing and how to manage the messages your organisation is sending out to the world.

Lesson 1: Customer care is more than just saying ’Have a nice day’

Lesson 2: How do you measure up?

Lesson 3: How do your customers think you measure up?

Lesson 4: Deliver more than your customers expect

Lesson 5: Excellence in communication

Lesson 6: Attitude is everything

Lesson 7: Plan to excel

Explore the main themes and ideas in customer care, get a basic knowledge and understanding of the key concepts, and test your progress with practical and thought-provoking exercises. 7 Lessons in Customer Care is your fastest route to success.

Chinese Summary/中文概要： 客户关怀基础短期课程。

《客户关怀七大要诀》是一门快速入门课程，通过短短七章内容为您全面传授客户服务所需的核心知识。从与客户的互动到沟通艺术的提升，您将深入理解客户关怀与市场营销之间的紧密关联，并掌握如何有效管理企业向外界传递的信息。

第一课：客户关怀远不止于说“祝您今天愉快”

第二课：如何衡量自身表现？

第三课：客户如何看待您的表现？

第四课：超越客户的期待

第五课：沟通中的卓越之道

第六课：态度决定一切

第七课：制定卓越计划

本书深入探讨客户关怀领域的核心主题与理念，帮助读者掌握关键概念的基础知识，并通过实用且发人深省的练习检验学习成果。《客户关怀七大要诀》是通往成功的最快捷径。

Awards/获奖情况：

About the Author/作者介绍： 麦克拉纳坎女士是Learning Curves公司的创始人兼董事，拥有超过25年的从业经验，曾为英国及全球各地的客户提供商业培训和个人发展辅导服务。

Di McLanachan is the founder and Director of Learning Curves. She has over 25 years experience working with clients across the UK and internationally in all aspects of business training and personal development coaching.

Format:HARDCOVER

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE

Complex/Traditional Chinese/繁体中文：AVAILABLE

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