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    6. 再難纏的客人都不怕!
    國垚教你90招對策,破解奧客的疑難雜症

    再難纏的客人都不怕!

    5.0分,1 ratings
    Author 蘇國垚 王一芝
    Publisher 遠見特刊 /遠見
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    Released
    2016/05/25
    Language
    Traditional Chinese
    File format
    PDF (8MB), fit in large screen and Pubook EPUB Reflowable (2MB), fit in all devices and Pubook
    Pages
    326
    ID
    92677
    ISBN
    9789869211239
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    • Intro

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      21世紀所有行業都是服務業,只要是必須跟客戶接觸,必須呈現、包裝,舉凡旅遊、金融、教育、設計、媒體、醫療等,沒有一項可以脫離「服務」的範圍。

      我們已然站在「服務業」的世界,但我們真正了解什麼是好服務嗎?面對提出無理要求、不斷找碴、脫序行為影響到其他人的惡劣顧客,服務人員該如何應對,才能安撫客人情緒、化危機為轉機?讓顧客、服務人員都有台階下,甚至還能贏得客人稱讚……等。本書提出服務業最常見到的奧客案例,再由有「服務業大老師」之稱的蘇國垚來分析、指點如何化解危機,提供更有品質的服務。

      此書不僅給想投身服務業的人,指點明確方向;也值得第一線服務人員細讀,實際運用書中教戰守則應對;更能做為老師、學生的案例教學。對於一般讀者而言,藉由了解服務業的真實情況,期許自己做一個有品格的客人,一起引導台灣走向一個更新的服務文明。
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    推薦序
    推薦序
    編者序
    前言

    Part 1有難言之隱的客人
    Part 2嫌東嫌西愛投訴的客人
    Part 3無理取鬧勸不聽的客人
    Part 4威脅叫囂比大聲的客人
    Part 5存心找碴不罷休的客人
    Part 6這種客人直接報警
    More
    蘇國垚

      美國加州州立科技大學Pomona分校旅館餐飲管理系學士。曾任台北亞都麗緻大飯店總經理、麗緻管理顧問公司執行副總裁、台中永豐棧麗緻酒店總經理、台南大億麗緻酒店總經理、國立高雄餐旅大學專技助理教授。

      現任高餐藍帶廚藝卓越中心總經理、中華航空董事長高級顧問及王品集團董事。著有《位位出冠軍》《意外的貴人》《新eQ》《只要比別人多2%就可以》《款待》《好服務,壞服務》。

    王一芝

      輔大中文系畢業,曾任《經典》雜誌編輯,現任《遠見》雜誌主編兼服務組召集人,2009年獲亞洲卓越新聞獎(SOPA)人權報導獎首獎。大學畢業前從沒想過當記者,現在卻對新聞工作深深著迷。著有《客人教會我的100個心法:服務,這樣做就對了》《鼎泰豐,你學不會》。
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    Details

    Released
    2016/05/25
    Language
    Traditional Chinese
    File format
    PDF: Fit in large screen/EPUB: Fit in all devices
    Provide Adobe DRM
    Provide EPUBProvide PDF
    Offer DRM free license
    No
    ID
    92677
    ISBN
    9789869211239

    教戰守則

    化危機為轉機

    客戶接觸

    服務業

    顧客

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