网络客户服务实务

网络客户服务实务
ISBN-10
7562495920
ISBN-13
9787562495925
Category
Language Arts & Disciplines / Journalism
Pages
221
Language
Chinese
Published
2016-01-01
Publisher
重庆大学电子音像出版社有限公司
Author
廖文硕

Description

本書主要由走近網路客服、使用網路工具、提供語音客戶服務、線上接待客戶、處理訂單、打包發貨、完成售後服務、維護客戶關係8個專案組成，是電子商務專業的專業方向課程用書。
本書通過電子商務企業專案、任務的設計，讓學生在實際任務中，學習網路客服的基礎知識和網路客服技巧，掌握網路客服崗位的基本技能，具備網路客服的基本素養；掌握客服的工作流程，做好售前知識儲備、流程培訓和準備；掌握客服溝通技巧；熟練應用各種客戶關係管理工具及方法對客戶進行管理和維護。讓學生畢業後能儘快進入客服崗位角色，順利投入崗位工作。

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