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네비게이션 실시간 인기 책
All about 고객서비스 실무
- 정옥경, 지현정 저
- 한올
- 2020년 03월 20일
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OK캐쉬백 포인트 최소 10원부터 전액 사용 or 1% 적립 현대카드 M포인트 결제금액의 최대 10% 사용 가능 신한카드 포인트 결제금액의 최대 10% 사용 가능(일부카드) 하나(구.외환) 포인트 보유 한도 내에서 100% 사용 가능 씨티카드 포인트 결제금액의 최대 50% 사용 가능 할인카드
NH농협 TAKE5카드 20% 청구할인(Edu Pack) 채움 플래티늄 멀티카드 20% 청구할인 모바일 Tmoney 신한카드 10% 청구할인 신한카드 Shopping 10% 청구할인 NH농협 체크카드 10% 청구할인 NH20 해봄 신용카드 10% 청구할인 씨티 클리어 카드 7% 청구할인 NH20 해봄 체크카드 5% 청구할인 NH농협 LADY다솜카드 5% 청구할인 신한카드 큐브 5% 청구할인 신한카드 큐브 PLATINUM# 5% 청구할인 
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회원리뷰
ISBN: 9791156858706
212쪽
188 x 257 (㎜)
책 소개
저자 소개
- 구분 : 저서
- 국적 : 대한민국
- 분류 : 대학교재 저자
- 인기지수 : 1
[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
- 구분 : 저서
- 국적 : 대한민국
- 분류 : 대학교재 저자
- 인기지수 : 1
[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
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
배송 시 유의사항
- 반디앤루니스에서 구매하신 도서는 물류 대행 위탁업체 웅진 북센을 통해 배송됩니다.
(배송 포장에 "웅진 북센"으로 표기될 수 있습니다.)
- 구매한 상품의 품질과 배송 관련 문의는 반디앤루니스로 문의 바랍니다.
- 천재지변 및 택배사의 사정에 따라 배송이 지연될 수 있습니다.
- 결제(입금) 완료 후 출판사 및 유통사의 사정으로 품절 또는 절판 되어 상품 구입이 어려울 수 있습니다. (별도 안내 예정)
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반품/교환
상품 설명에 반품/ 교환 관련한 안내가 있는 경우 그 내용을 우선으로 합니다. (업체 사정에 따라 달라질 수 있습니다)
반품/교환
-
반품/교환 반품/교환 방법 홈 > 고객센터 > 자주찾는질문 “반품/교환/환불” 안내 참고 또는 1:1상담게시판 반품/교환 가능 기간 반품,교환은 배송완료 후 7일 이내, 상품의 결함 및 계약내용과 다를 경우 문제발견 후 30일 이내에 신청가능 반품/교환 비용 변심 혹은 구매착오의 경우에만 반송료 고객 부담(별도 지정 택배사 없음) 반품/교환 불가 사유 - 소비자의 책임 사유로 상품 등이 손실 또는 훼손된 경우
- 소비자의 사용, 포장 개봉에 의해 상품 등의 가치가 현저히 감소한 경우
- 복제가 가능한 상품 등의 포장을 훼손한 경우 : 예)만화책, 잡지, 화보집 등
- 시간의 경과에 의해 재판매가 곤란한 정도로 가치가 현저히 감소한 경우
- 전자상거래등에서의 소비자보호에 관한 법률이 정하는 소비자 청약철회 제한 내용에 해당되는 경우
- 해외주문 상품(해외 원서)의 경우(파본/훼손/오발송 상품을 제외)
소비자 피해보상
환불지연에 따른 배상- 상품의 불량에 의한 반품, 교환, A/S, 환불, 품질보증 및 피해보상 등에 관한 사항은
소비자 분쟁해결 기준(공정거래위원회고시)에 준하여 처리됨 - 대금 환불 및 환불지연에 따른 배상금 지급 조건, 절차 등은 전자상거래 등에서의
소비자 보호에 관한 법률에 따라 처리함
반품/교환 주소 경기도 파주시 문발로 77, 웅진북센(반디앤루니스)
