고객서비스 실무(All about)
Regular price
$17.27
Sale price
Regular price
✈️
Estimated delivery date 예상 배송일
Standard Shipping
불러오는 중...
주문일로부터 8-12 영업일
Express Shipping
불러오는 중...
주문일로부터 6-8 영업일
본서는 향후 사회에 첫발을 내딛어 서비스 현장에 근무하게 될 사회 초년생들을 위해 함양해야 할 서비스이론과 실무 그리고 다양한 서비스 사례들을 담고있다. 총 13
장으로 구성되었으며 1장에서 5장까지는 서비스 현장에서 적용할 수 있는 서비스 이론과 실무 그리고 사례들을 담았고, 6장에서 13장까지는 서비스인의 긍정적인이 미지를 위한 매너와 이미지 메이킹에 대한 내용으로 구성하였다.
장으로 구성되었으며 1장에서 5장까지는 서비스 현장에서 적용할 수 있는 서비스 이론과 실무 그리고 사례들을 담았고, 6장에서 13장까지는 서비스인의 긍정적인이 미지를 위한 매너와 이미지 메이킹에 대한 내용으로 구성하였다.
Couldn't load pickup availability
출판사 리뷰
출판사 리뷰
목차
목차
Chapter 01 고객서비스의 이해 ······························································································12
1 서비스 경제의 도래 ··························································· 12
2 서비스의 의미 ································································ 13
3 경쟁력은 서비스이다! ························································· 14
4 서비스의 특성 ································································ 15
5 서비스 특성에 따른 문제점과 대응전략·········································· 23
6 고객만족서비스······························································· 23
Chapter 02 고객접점서비스 ··································································································30
1 고객접점서비스 MOT(Moments Of Truth)의 개념······························· 30
2 고객점점서비스의 중요성······················································ 32
3 고객접점 사이클(service cycle) ················································ 33
4 고객접점(MOT)의 요소························································ 34
5 고객접점(MOT)의 유형························································ 35
6 서비스 기업의 고객접점 설계 과정 ·············································· 36
7 서비스 기업의 고객접점 평가··················································· 37
8 서비스품질의 측정 ···························································· 40
Chapter 03 서비스 실패와 서비스 회복 ··················································································48
1 서비스 실패(Service Failure) ·················································· 48
2 불만고객의 의미 ······························································ 49
3 불만고객발생 원인 ···························································· 51
4 서비스 회복(Service Recovery)전략············································ 52
5 불만고객응대 프로세스························································ 53
6 불만고객 응대 기법 ··························································· 55
Chapter 04 DISC 고객유형별 응대 ························································································64
1 DISC의 개념 ································································· 65
2 DISC 행동유형 별 일반적인 특징 ··············································· 67
3 DISC 행동유형 별 커뮤니케이션 스타일과 고객응대 화법·························· 68
4 DISC 유형별 스트레스 상황과 해소법 ··········································· 71
Chapter 05 서비스 커뮤니케이션···························································································78
1 커뮤니케이션(communication)의 의미 ········································· 78
2 커뮤니케이션의 구성요소······················································ 79
3 서비스커뮤니케이션의 4가지 요소·············································· 80
4 고객응대 화법 ································································ 81
Chapter 06 이미지와 이미지메이킹의 이해 ············································································92
1 21세기 경쟁력 '이미지' ······················································· 92
2 이미지의 정의 ································································ 93
3 이미지메이킹의 개념 ·························································· 95
4 이미지메이킹에 대한 오해와 진실 ·············································· 96
5 이미지메이킹의 중요성························································ 97
6 이미지와 관련한 여러 가지 효과들 ·············································· 97
Chapter 07 서비스인의 첫인상 관리·····················································································108
1 첫인상과 표정 ·······························································108
2 표정의 중요성 ·······························································111
3 첫인상을 개선할 수 있는 스마일트레이닝 방법 ··································113
Chapter 08 퍼스널 컬러 ······································································································120
1 퍼스널 컬러의 역사 ··························································120
2 퍼스널 컬러란? ······························································121
3 퍼스널 컬러의 계절별 특징····················································121
4 퍼스널 컬러의 여러 가지 효과들 ···············································125
5 퍼스널 컬러의 활용 ··························································126
6 퍼스널컬러 진단 ····························································129
Chapter 09 매너와 에티켓 커뮤니케이션 I············································································132
1 에티켓······································································132
2 매너········································································133
3 예의범절····································································134
4 직장인의 매너 ·······························································135
Chapter 10 매너와 에티켓 커뮤니케이션 II ··········································································140
1 인사 매너 ···································································140
2 소개 매너 ···································································145
3 악수 매너 ···································································147
4 명함 매너 ···································································149
5 안내 매너 ···································································152
6 조문 매너 ···································································155
Chapter 11 서비스인의 용모와 복장·····················································································160
1 용모와 복장 ·································································161
2 용모와 복장의 중요성 ························································161
3 서비스인의 용모와 복장 포인트················································162
4 남성의 기본 복장 ····························································163
5 여성의 기본 복장 ····························································169
Chapter 12 글로벌 매너 ······································································································174
1 글로벌 경쟁력의 힘, 글로벌 매너 ··············································174
2 글로벌 인사매너 ·····························································176
3 글로벌 식사매너 ·····························································177
4 각국의 선물매너 ·····························································185
Chapter 13 와인 에티켓 ······································································································192
1 와인의 역사 ·································································192
2 와인의 분류 ·································································194
3 와인 매너 ···································································198
4 기타 와인 용어 ······························································201
▦ 참고문헌·······················································································································204
1 서비스 경제의 도래 ··························································· 12
2 서비스의 의미 ································································ 13
3 경쟁력은 서비스이다! ························································· 14
4 서비스의 특성 ································································ 15
5 서비스 특성에 따른 문제점과 대응전략·········································· 23
6 고객만족서비스······························································· 23
Chapter 02 고객접점서비스 ··································································································30
1 고객접점서비스 MOT(Moments Of Truth)의 개념······························· 30
2 고객점점서비스의 중요성······················································ 32
3 고객접점 사이클(service cycle) ················································ 33
4 고객접점(MOT)의 요소························································ 34
5 고객접점(MOT)의 유형························································ 35
6 서비스 기업의 고객접점 설계 과정 ·············································· 36
7 서비스 기업의 고객접점 평가··················································· 37
8 서비스품질의 측정 ···························································· 40
Chapter 03 서비스 실패와 서비스 회복 ··················································································48
1 서비스 실패(Service Failure) ·················································· 48
2 불만고객의 의미 ······························································ 49
3 불만고객발생 원인 ···························································· 51
4 서비스 회복(Service Recovery)전략············································ 52
5 불만고객응대 프로세스························································ 53
6 불만고객 응대 기법 ··························································· 55
Chapter 04 DISC 고객유형별 응대 ························································································64
1 DISC의 개념 ································································· 65
2 DISC 행동유형 별 일반적인 특징 ··············································· 67
3 DISC 행동유형 별 커뮤니케이션 스타일과 고객응대 화법·························· 68
4 DISC 유형별 스트레스 상황과 해소법 ··········································· 71
Chapter 05 서비스 커뮤니케이션···························································································78
1 커뮤니케이션(communication)의 의미 ········································· 78
2 커뮤니케이션의 구성요소······················································ 79
3 서비스커뮤니케이션의 4가지 요소·············································· 80
4 고객응대 화법 ································································ 81
Chapter 06 이미지와 이미지메이킹의 이해 ············································································92
1 21세기 경쟁력 '이미지' ······················································· 92
2 이미지의 정의 ································································ 93
3 이미지메이킹의 개념 ·························································· 95
4 이미지메이킹에 대한 오해와 진실 ·············································· 96
5 이미지메이킹의 중요성························································ 97
6 이미지와 관련한 여러 가지 효과들 ·············································· 97
Chapter 07 서비스인의 첫인상 관리·····················································································108
1 첫인상과 표정 ·······························································108
2 표정의 중요성 ·······························································111
3 첫인상을 개선할 수 있는 스마일트레이닝 방법 ··································113
Chapter 08 퍼스널 컬러 ······································································································120
1 퍼스널 컬러의 역사 ··························································120
2 퍼스널 컬러란? ······························································121
3 퍼스널 컬러의 계절별 특징····················································121
4 퍼스널 컬러의 여러 가지 효과들 ···············································125
5 퍼스널 컬러의 활용 ··························································126
6 퍼스널컬러 진단 ····························································129
Chapter 09 매너와 에티켓 커뮤니케이션 I············································································132
1 에티켓······································································132
2 매너········································································133
3 예의범절····································································134
4 직장인의 매너 ·······························································135
Chapter 10 매너와 에티켓 커뮤니케이션 II ··········································································140
1 인사 매너 ···································································140
2 소개 매너 ···································································145
3 악수 매너 ···································································147
4 명함 매너 ···································································149
5 안내 매너 ···································································152
6 조문 매너 ···································································155
Chapter 11 서비스인의 용모와 복장·····················································································160
1 용모와 복장 ·································································161
2 용모와 복장의 중요성 ························································161
3 서비스인의 용모와 복장 포인트················································162
4 남성의 기본 복장 ····························································163
5 여성의 기본 복장 ····························································169
Chapter 12 글로벌 매너 ······································································································174
1 글로벌 경쟁력의 힘, 글로벌 매너 ··············································174
2 글로벌 인사매너 ·····························································176
3 글로벌 식사매너 ·····························································177
4 각국의 선물매너 ·····························································185
Chapter 13 와인 에티켓 ······································································································192
1 와인의 역사 ·································································192
2 와인의 분류 ·································································194
3 와인 매너 ···································································198
4 기타 와인 용어 ······························································201
▦ 참고문헌·······················································································································204
저자
저자
정옥경
[학력]
고려대학교 경영학 박사수료(마케팅 전공)
고려대학교 경영학 석사
[주요경력]
서비스마케팅학회 사무국장
고려대학교 Digital Marketing Lab 연구원
고려대학교 세종경영연구소 연구원
영진전문대학교 스마트경영 계열 외래교수
대경대학교 온라인마케팅과/자동차딜러과 외래 및 겸임교수
대구과학대 의무행정과 외래교수 외 다수 대학 강의
대구시설관리공단 CS자문위원
치과의원 경영총괄실장
[연구실적]
국내외 학술지 '서비스마케팅 연구' 다수 발표 및 등재
고려대학교 경영학 박사수료(마케팅 전공)
고려대학교 경영학 석사
[주요경력]
서비스마케팅학회 사무국장
고려대학교 Digital Marketing Lab 연구원
고려대학교 세종경영연구소 연구원
영진전문대학교 스마트경영 계열 외래교수
대경대학교 온라인마케팅과/자동차딜러과 외래 및 겸임교수
대구과학대 의무행정과 외래교수 외 다수 대학 강의
대구시설관리공단 CS자문위원
치과의원 경영총괄실장
[연구실적]
국내외 학술지 '서비스마케팅 연구' 다수 발표 및 등재
Payment & Security
Payment methods
Your payment information is processed securely. We do not store credit card details nor have access to your credit card information.
$99 이상 무료 배송
3% 리워드 크레딧 적립
Secure Payment
