고객서비스 실무

정옥경

[학력]

고려대학교경영학박사수료(마케팅전공)

고려대학교경영학석사

[주요경력]

서비스마케팅학회사무국장

고려대학교DigitalMarketingLab연구원

고려대학교세종경영연구소연구원

영진전문대학교스마트경영계열외래교수

대경대학교온라인마케팅과/자동차딜러과외래및겸임교수

대구과학대의무행정과외래교수외다수대학강의

대구시설관리공단CS자문위원

치과의원경영총괄실장

[연구실적]

국내외학술지‘서비스마케팅연구’다수발표및등재

Chapter01고객서비스의이해······························································································12
1서비스경제의도래···························································12
2서비스의의미································································13
3경쟁력은서비스이다!·························································14
4서비스의특성································································15
5서비스특성에따른문제점과대응전략··········································23
6고객만족서비스·······························································23

Chapter02고객접점서비스··································································································30
1고객접점서비스MOT(MomentsOfTruth)의개념·······························30
2고객점점서비스의중요성······················································32

3고객접점사이클(servicecycle)················································33
4고객접점(MOT)의요소························································34
5고객접점(MOT)의유형························································35
6서비스기업의고객접점설계과정··············································36
7서비스기업의고객접점평가···················································37
8서비스품질의측정····························································40

Chapter03서비스실패와서비스회복··················································································48
1서비스실패(ServiceFailure)··················································48
2불만고객의의미······························································49
3불만고객발생원인····························································51

4서비스회복(ServiceRecovery)전략············································52
5불만고객응대프로세스························································53
6불만고객응대기법···························································55

Chapter04DISC고객유형별응대························································································64
1DISC의개념·································································65
2DISC행동유형별일반적인특징···············································67
3DISC행동유형별커뮤니케이션스타일과고객응대화법··························68
4DISC유형별스트레스상황과해소법···········································71

Chapter05서비스커뮤니케이션···························································································78
1커뮤니케이션(communication)의의미·········································78
2커뮤니케이션의구성요소······················································79
3서비스커뮤니케이션의4가지요소··············································80
4고객응대화법································································81

Chapter06이미지와이미지메이킹의이해············································································92
121세기경쟁력‘이미지’·······················································92
2이미지의정의································································93
3이미지메이킹의개념··························································95
4이미지메이킹에대한오해와진실··············································96
5이미지메이킹의중요성························································97
6이미지와관련한여러가지효과들··············································97

Chapter07서비스인의첫인상관리·····················································································108
1첫인상과표정·······························································108
2표정의중요성·······························································111
3첫인상을개선할수있는스마일트레이닝방법··································113

Chapter08퍼스널컬러······································································································120
1퍼스널컬러의역사··························································120
2퍼스널컬러란?······························································121
3퍼스널컬러의계절별특징····················································121
4퍼스널컬러의여러가지효과들···············································125
5퍼스널컬러의활용··························································126
6퍼스널컬러진단····························································129

Chapter09매너와에티켓커뮤니케이션I············································································132
1에티켓······································································132
2매너········································································133
3예의범절····································································134
4직장인의매너·······························································135

Chapter10매너와에티켓커뮤니케이션II··········································································140
1인사매너···································································140
2소개매너···································································145
3악수매너···································································147
4명함매너···································································149
5안내매너··································································