如何成为好的智威汤逊客服人员(PPT 36页)

Professional Development ProgramJ. Walter Thompson 
Toolbox Learning Series
Professional Development SkillsHow to Become an Account Person
To Talk about…
What our business is
What the job is all about
What the role of us is
How to be most effective and creative.
Look at others
A Service Business
What are services?
Services are deeds, processes, and performances to fulfill customers’ needs and achieve their satisfaction based on perceived expectation.
 
Differences in goods versus services
Intangibility
Heterogeneity
Simultaneous production and consumption
Perishability

 

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