《高職高專商務英語系列教材:客戶溝通技能》分五個部分，第一部分主要介紹影響購買者行為的幾個重要因素及購買決定的過程。第二部分以主要的服務行業為背景，讓學生掌握不同的服務行業中應該如何提供良好的客戶服務。第三部分幫助學生學會如何與客戶建立並保持良好的關係等。
基本介紹
- 書名：高職高專商務英語系列教材:客戶溝通技能
- 作者：靳從 宋斌
- 出版日期：2013年8月1日
- 語種：簡體中文, 英語
- ISBN：9787542939869
- 外文名：Dealing with Customers
- 出版社：立信會計出版社
- 頁數：145頁
- 開本：16
- 品牌：立信會計出版社
內容簡介,圖書目錄,
內容簡介
《高職高專商務英語系列教材:客戶溝通技能》與傳統教材相比，新教材具有下列特點：專業課程體現專業特色，邁出與國際接軌的步伐；有利於做到中高職課程銜接；標準細化，便於操作；運用先進的教學理念，從內容到形式均為創新性教材，從教學內容到教學手段，既充分與國際接軌，同時適用於中國學生，為國內首創。
圖書目錄
Chapter 1 Buyer Behavior
Unit 1 An Overview on Buyer Behavior
Unit 2 Personal Factors and Buyer Behavior
Unit 3 Role of Family in Buyer Behavior
Unit 4 Buyer Decision-making Process
Chapter 2 Providing Good Customer Service
Unit 1 Customer Service and Customer Satisfaction
Unit 2 Customer Service in Hospitality and Tourism Industry
Unit 3 Customer Service in Retail
Unit 4 Online Customer Service
Chapter 3 Establishing and Maintaining Good Relationship
Unit 1 Developing Customer Relationship
Unit 2 Establishing Trust with Customers
Unit 3 Maintaining Good Relationship with Customers
Chapter 4 Overcoming Communication Barriers
Unit 1 Importance of Customers Communication in Business
Unit 2 Common Barriers to Customer Communication
Unit 3 Identifying and Overcoming Communication Barriers
Chapter 5 Dealing with Difficult Situations
Unit 1 Examples of Difticult Customer Service Situations
Unit 2 Dealing with Difficult Customers
Unit 3 Handling Complaints
Unit 1 An Overview on Buyer Behavior
Unit 2 Personal Factors and Buyer Behavior
Unit 3 Role of Family in Buyer Behavior
Unit 4 Buyer Decision-making Process
Chapter 2 Providing Good Customer Service
Unit 1 Customer Service and Customer Satisfaction
Unit 2 Customer Service in Hospitality and Tourism Industry
Unit 3 Customer Service in Retail
Unit 4 Online Customer Service
Chapter 3 Establishing and Maintaining Good Relationship
Unit 1 Developing Customer Relationship
Unit 2 Establishing Trust with Customers
Unit 3 Maintaining Good Relationship with Customers
Chapter 4 Overcoming Communication Barriers
Unit 1 Importance of Customers Communication in Business
Unit 2 Common Barriers to Customer Communication
Unit 3 Identifying and Overcoming Communication Barriers
Chapter 5 Dealing with Difficult Situations
Unit 1 Examples of Difticult Customer Service Situations
Unit 2 Dealing with Difficult Customers
Unit 3 Handling Complaints
