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1、10. Customer Service,,Introductory Remarks,Two definitions Customer service: satisfy, wants and needs Excellent customer service: constant, consistent, exceed,Para. 2,Significance of providing CS: Vital part of customer value proposition, most important property, could not stay in business. Win more
2、 chances Recommendation,lifeblood,Deserves most courteous attention,Para. 3,Direction: expand our thinking about CS Specifically: 60% attitude 40% skills and knowledge,Para. 4,Interest and enthusiasm,2. Whether you treat each customers as he is the best and only customer,1. Whether you take your wor
3、k seriously,Cannot go through the motions,Feel it,Desire to be genuinely helpful,Approachable, friendly, kind, considerate,Para. 5,Training,Book knowledge,How you put them to work,Successful CS=customers satisfaction,pleasure,fulfillment,Para. 6,The relationship between individual and a group impression,Para. 7,Summary: focus on the needs (Quality of) CS is a matter of life and death (Introductory Remarks),Merry Christmas!,