如何成为良好的智慧客服人员(英文版)(ppt 36页)

如何成为良好的智慧客服人员内容摘要：
A Service Business：
一、What are services?
1、Services are deeds, processes, and performances to fulfill customers’ needs and achieve their satisfaction based on perceived expectation.
2、Differences in goods versus services
        Intangibility
        Heterogeneity
        Simultaneous production and consumption
        Perishability
3、Service Quality：
        Clients’ expectations and perceptions are central in the delivery of excellent service.
4、Expanded marketing mix for services:
        Product
        Place
        Promotion
        Price
        People
        Physical Evidence
        Process
What the Job is Really About：
1、Understanding & Interpreting the Client’s wants & needs.
2、Leading the agency/client team to a Brand Vision.
3、Briefing & co-ordinating specialist departments.
4、Uniting clients & agency in an atmosphere of trust, energy & enthusiasm

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