<Bamen Betsu> Claim Denwa Kanzen Taio Manual Saisho No Hitokoto Kara, Trouble Ni Hatten Sasenai Ukekotae Made
Ogata Keiko
| Points You Earn | 1% (15p) |
|---|---|
| Release Date | February 15, 2010 |
| Availability | Sold Out |
Product Details
| Catalog No. | NEOBK-718885 |
|---|---|
| JAN/ISBN | 9784804717524 |
| Product Type | BOOK |
| Pages | 190 |
|---|
Books are basically written in Japanese except for bilingual books or ones indicated as not written only in Japanese.
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Translate Description
Description in Japanese
<場面別>クレーム電話完全対応マニュアル 最初の一言から、トラブルに発展させない受け答えまで / 尾形圭子/著
Related Offer & Feature
Tracklisting
| 1 |
序章 お客様の怒りの声にどう向き合えばいいのか?
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| 2 |
第1章 クレーム電話対応の基本を理解しておこう-ポイントを押さえておけば何も怖くない!
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| 3 |
第2章 商品やサービスへの不満をぶつけられたら?-クレーム電話の定番「商品クレーム」への対処法
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| 4 |
第3章 社員の接遇のしかたに文句を言われたら?-出口が見えにくい「人的クレーム」への対処法
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| 5 |
第4章 あなたがクレームを増幅させている!?-初期対応の失敗が招く「二次クレーム」の防ぎ方
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| 6 |
第5章 事例解説 お客様のタイプに合わせて対応を工夫する-話がこじれて収拾がつかないときはどうする?
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| 7 |
終章 社内の連携でどんなクレームも解決できる
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| 8 |
巻末付録 あなたのクレーム電話対応力を判定!チェックリスト&各項目の解説
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