Rabota nad klientskim servisom – postoyannyy protsess, prervat kotoryy nevozmozhno, ved klienty obraschayutsya k produktam ili uslugam snova i snova. Kniga postroena na unikalnom opyte sovershenstvovaniya klientskogo servisa v IT, telekommunikatsiyah, AZS i v onlayn-obuchenii, priobretennom komandoy avtorov v techenie bolee chem 20-letney praktiki. Avtory opisyvayut printsipy postroeniya i bazovye osnovy upravleniya klientskim servisom, predstavlyayut prostye i effektivnye instrumenty, kotorye mozhno vnedryat v povsednevnuyu praktiku srazu posle prochteniya. Privedennye primery iz praktiki pomogut ponyat, pochemu dlya uspeha biznesa vazhno naladit i postoyanno podderzhivat kachestvennyy klientskiy servis, i kak eto pomogaet povysit prodazhi cherez ukreplenie loyalnosti. V knige predlozheny universalnye shablony dolzhnostnyh instruktsiy i formul dlya rascheta pokazateley, a takzhe detalnye rekomendatsii po postroeniyu s nulya i effektivnomu upravleniyu klientskim servisom, nezavisimo ot masshtaba i sfery deyatelnosti. Izdanie adresovano sobstvennikam i top-menedzheram kompaniy, a takzhe spetsialistam lyubogo urovnya, zainteresovannym v povyshenii kachestva vzaimodeystviya s klientami.
Rabota nad klientskim servisom – postoyannyy protsess, prervat kotoryy nevozmozhno, ved klienty obraschayutsya k produktam ili uslugam snova i snova. Kniga postroena na unikalnom opyte sovershenstvovaniya klientskogo servisa v IT, telekommunikatsiyah, AZS i v onlayn-obuchenii, priobretennom komandoy avtorov v techenie bolee chem 20-letney praktiki. Avtory opisyvayut printsipy postroeniya i bazovye osnovy upravleniya klientskim servisom, predstavlyayut prostye i effektivnye instrumenty, kotorye mozhno vnedryat v povsednevnuyu praktiku srazu posle prochteniya. Privedennye primery iz praktiki pomogut ponyat, pochemu dlya uspeha biznesa vazhno naladit i postoyanno podderzhivat kachestvennyy klientskiy servis, i kak eto pomogaet povysit prodazhi cherez ukreplenie loyalnosti. V knige predlozheny universalnye shablony dolzhnostnyh instruktsiy i formul dlya rascheta pokazateley, a takzhe detalnye rekomendatsii po postroeniyu s nulya i effektivnomu upravleniyu klientskim servisom, nezavisimo ot masshtaba i sfery deyatelnosti. Izdanie adresovano sobstvennikam i top-menedzheram kompaniy, a takzhe spetsialistam lyubogo urovnya, zainteresovannym v povyshenii kachestva vzaimodeystviya s klientami.
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