신간도서

All about 고객서비스실무

정옥경,지현정

고객평점
발행일2020.03.20
판형변형판
쪽수212
ISBN9791156858706
판매가격 14,800원
포인트 0점
배송비결제주문시 결제

총 금액 : 0원

  • 페이스북으로 보내기
  • 트위터로 보내기
  • 구글플러스로 보내기
  • 카카오스토리로 보내기
  • 네이버밴드로 보내기
  • 네이버로 보내기
  • 텀블러로 보내기
  • 핀터레스트로 보내기

- 책소개 -


 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.


- 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



- 저자소개 -


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


지현정


[학력]

 부경대학교 박사과정(관광경영학 전공)

 경희대학교 석사(관광학)


[주요경력]

 영진전문대학 전임교수

 동의과학대학 외래교수

 KTX 1기 승무원

 코레일관광개발 KTX 승무본부 지사장


[연구실적]
국내 학술지 ‘서비스마케팅 연구’ 다수 등재

상품요약정보 : 서적
상품정보고시
도서명 상세설명페이지 참고
저자 상세설명페이지 참고
출판사 상세설명페이지 참고
크기 상세설명페이지 참고
쪽수 상세설명페이지 참고
제품구성 상세설명페이지 참고
출간일 상세설명페이지 참고
목차 또는 책소개 상세설명페이지 참고
거래조건에 관한 정보
거래조건
재화 등의 배송방법에 관한 정보 상품 상세설명페이지 참고
주문 이후 예상되는 배송기간 상품 상세설명페이지 참고
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회 시 소비자가 부담하는 반품비용 등에 관한 정보 배송ㆍ교환ㆍ반품 상세설명페이지 참고
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회가 불가능한 경우 그 구체적 사유와 근거 배송ㆍ교환ㆍ반품 상세설명페이지 참고
재화등의 교환ㆍ반품ㆍ보증 조건 및 품질보증 기준 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다.
재화등의 A/S 관련 전화번호 상품 상세설명페이지 참고
대금을 환불받기 위한 방법과 환불이 지연될 경우 지연에 따른 배상금을 지급받을 수 있다는 사실 및 배상금 지급의 구체적 조건 및 절차 배송ㆍ교환ㆍ반품 상세설명페이지 참고
소비자피해보상의 처리, 재화등에 대한 불만처리 및 소비자와 사업자 사이의 분쟁처리에 관한 사항 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다.
거래에 관한 약관의 내용 또는 확인할 수 있는 방법 상품 상세설명페이지 및 페이지 하단의 이용약관 링크를 통해 확인할 수 있습니다.
01. 반품기한
  • 단순 변심인 경우 : 상품 수령 후 7일 이내 신청
  • 상품 불량/오배송인 경우 : 상품 수령 후 3개월 이내, 혹은 그 사실을 알게 된 이후 30일 이내 반품 신청 가능
02. 반품 배송비
반품 배송비
반품사유 반품 배송비 부담자
단순변심 고객 부담이며, 최초 배송비를 포함해 왕복 배송비가 발생합니다. 또한, 도서/산간지역이거나 설치 상품을 반품하는 경우에는 배송비가 추가될 수 있습니다.
상품의 불량 또는 오배송 고객 부담이 아닙니다.
03. 배송상태에 따른 환불안내
환불안내
진행 상태 결제완료 상품준비중 배송지시/배송중/배송완료
어떤 상태 주문 내역 확인 전 상품 발송 준비 중 상품이 택배사로 이미 발송 됨
환불 즉시환불 구매취소 의사전달 → 발송중지 → 환불 반품회수 → 반품상품 확인 → 환불
04. 취소방법
  • 결제완료 또는 배송상품은 1:1 문의에 취소신청해 주셔야 합니다.
  • 특정 상품의 경우 취소 수수료가 부과될 수 있습니다.
05. 환불시점
환불시점
결제수단 환불시점 환불방법
신용카드 취소완료 후, 3~5일 내 카드사 승인취소(영업일 기준) 신용카드 승인취소
계좌이체 실시간 계좌이체 또는 무통장입금
취소완료 후, 입력하신 환불계좌로 1~2일 내 환불금액 입금(영업일 기준)
계좌입금
휴대폰 결제 당일 구매내역 취소시 취소 완료 후, 6시간 이내 승인취소
전월 구매내역 취소시 취소 완료 후, 1~2일 내 환불계좌로 입금(영업일 기준)
당일취소 : 휴대폰 결제 승인취소
익월취소 : 계좌입금
포인트 취소 완료 후, 당일 포인트 적립 환불 포인트 적립
06. 취소반품 불가 사유
  • 단순변심으로 인한 반품 시, 배송 완료 후 7일이 지나면 취소/반품 신청이 접수되지 않습니다.
  • 주문/제작 상품의 경우, 상품의 제작이 이미 진행된 경우에는 취소가 불가합니다.
  • 구성품을 분실하였거나 취급 부주의로 인한 파손/고장/오염된 경우에는 취소/반품이 제한됩니다.
  • 제조사의 사정 (신모델 출시 등) 및 부품 가격변동 등에 의해 가격이 변동될 수 있으며, 이로 인한 반품 및 가격보상은 불가합니다.
  • 뷰티 상품 이용 시 트러블(알러지, 붉은 반점, 가려움, 따가움)이 발생하는 경우 진료 확인서 및 소견서 등을 증빙하면 환불이 가능하지만 이 경우, 제반 비용은 고객님께서 부담하셔야 합니다.
  • 각 상품별로 아래와 같은 사유로 취소/반품이 제한 될 수 있습니다.

환불불가
상품군 취소/반품 불가사유
의류/잡화/수입명품 상품의 택(TAG) 제거/라벨 및 상품 훼손으로 상품의 가치가 현저히 감소된 경우
계절상품/식품/화장품 고객님의 사용, 시간경과, 일부 소비에 의하여 상품의 가치가 현저히 감소한 경우
가전/설치상품 전자제품 특성 상, 정품 스티커가 제거되었거나 설치 또는 사용 이후에 단순변심인 경우, 액정화면이 부착된 상품의 전원을 켠 경우 (상품불량으로 인한 교환/반품은 AS센터의 불량 판정을 받아야 합니다.)
자동차용품 상품을 개봉하여 장착한 이후 단순변심의 경우
CD/DVD/GAME/BOOK등 복제가 가능한 상품의 포장 등을 훼손한 경우
내비게이션, OS시리얼이 적힌 PMP 상품의 시리얼 넘버 유출로 내장된 소프트웨어의 가치가 감소한 경우
노트북, 테스크탑 PC 등 홀로그램 등을 분리, 분실, 훼손하여 상품의 가치가 현저히 감소하여 재판매가 불가할 경우
Category
State
  • 현재 접속자 9 명
  • 오늘 방문자 26 명
  • 어제 방문자 362 명
  • 최대 방문자 685 명
  • 전체 방문자 82,597 명
  • 전체 게시물 517 개
  • 전체 댓글수 55 개
  • 전체 회원수 500 명
Facebook Twitter GooglePlus KakaoStory NaverBand