Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone pdf epub mobi txt 电子书 下载 2026

出版者:CMP Books (1999年11月1日)
作者:Stephen Coscia
出品人:
页数:144 页
译者:
出版时间:1999年11月
价格:133.00
装帧:平装
isbn号码:9781578200467
丛书系列:
图书标签:
  • 客户服务
  • 电话沟通
  • 沟通技巧
  • 客户关系
  • 电话礼仪
  • 服务技巧
  • 呼叫中心
  • 客户体验
  • 技术应用
  • 电话销售
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具体描述

"This book clearly and concisely distills decades of work in AI on representing information in an efficient and general manner. The information is valuable not only for AI researchers, but also for people working on logical databases, XML, and the semantic web: read this book, and avoid reinventing the wheel!" Henry Kautz, University of Washington "Brachman and Levesque describe better than I have seen elsewhere, the range of formalisms between full first order logic at its most expressive and formalisms that compromise expressiveness for computation speed. Theirs are the most even-handed explanations I have seen." John McCarthy, Stanford "This textbook makes teaching my KR course much easier. It provides a solid foundation and starting point for further studies. While it does not (and cannot) cover all the topics that I tackle in an advanced course on KR, it provides the basics and the background assumptions behind KR research. Together with current research literature, it is the perfect choice for a graduate KR course." Bernhard Nebel, University of Freiburg "This is a superb, clearly written, comprehensive overview of nearly all the major issues, ideas, and techniques of this important branch of artificial intelligence, written by two of the masters of the field. The examples are well chosen, and the explanations are illuminating. Thank you for giving me this opportunity to review and praise a book that has sorely been needed by the KRR community." Bill Rapaport, University at Buffalo "A concise and lucid exposition of the major topics in knowledge representation, from two of the leading authorities in the field. It provides a thorough grounding, a wide variety of useful examples and exercises, and some thought-provoking new ideas for the expert reader." Stuart Russell, UC Berkeley "Brachman and Levesque have laid much of the foundations of the field of knowledge representation and reasoning. This textbook provides a lucid and comprehensive introduction to the field. It is written with the same clarity and gift for exposition as their many research publications. The text will become an invaluable resource for students and researchers alike." Bart Selman, Cornell University "KR&R is known as "core AI" for a reason -- it embodies some of the most basic conceptualizations and technical approaches in the field. And no researchers are more qualified to provide an in-depth introduction to the area than Brachman and Levesque, who have been at the forefront of KR&R for two decades. The book is clearly written, and is intelligently comprehensive. This is the definitive book on KR&R, and it is long overdue." Yoav Shoham, Stanford University

"This book clearly and concisely distills decades of work in AI on representing information in an efficient and general manner. The information is valuable not only for AI researchers, but also for people working on logical databases, XML, and the semantic web: read this book, and avoid reinventing the wheel!"

Henry Kautz, University of Washington

"Brachman and Levesque describe better than I have seen elsewhere, the range of formalisms between full first order logic at its most expressive and formalisms that compromise expressiveness for computation speed. Theirs are the most even-handed explanations I have seen."

John McCarthy, Stanford

"This textbook makes teaching my KR course much easier. It provides a solid foundation and starting point for further studies. While it does not (and cannot) cover all the topics that I tackle in an advanced course on KR, it provides the basics and the background assumptions behind KR research. Together with current research literature, it is the perfect choice for a graduate KR course."

Bernhard Nebel, University of Freiburg

"This is a superb, clearly written, comprehensive overview of nearly all the major issues, ideas, and techniques of this important branch of artificial intelligence, written by two of the masters of the field. The examples are well chosen, and the explanations are illuminating.

Thank you for giving me this opportunity to review and praise a book that has sorely been needed by the KRR community."

Bill Rapaport, University at Buffalo

"A concise and lucid exposition of the major topics in knowledge representation, from two of the leading authorities in the field. It provides a thorough grounding, a wide variety of useful examples and exercises, and some thought-provoking new ideas for the expert reader."

Stuart Russell, UC Berkeley

"Brachman and Levesque have laid much of the foundations of the field of knowledge representation and reasoning. This textbook provides a lucid and comprehensive introduction to the field. It is written with the same clarity and gift for exposition as their many research publications. The text will become an invaluable resource for students and researchers alike."

Bart Selman, Cornell University

"KR&R is known as "core AI" for a reason -- it embodies some of the most basic conceptualizations and technical approaches in the field. And no researchers are more qualified to provide an in-depth introduction to the area than Brachman and Levesque, who have been at the forefront of KR&R for two decades. The book is clearly written, and is intelligently comprehensive. This is the definitive book on KR&R, and it is long overdue."

Yoav Shoham, Stanford University

《高效电话沟通艺术:连接客户,传递价值》 在信息爆炸、沟通渠道多元的今天,电话作为一种直接、个性化的沟通方式,依然是企业与客户建立深度联系、解决问题、提升满意度的关键触点。本书并非一本枯燥的技术手册,也不是一本空泛的管理理论集。它是一本实操性极强的指南,旨在赋能每一位电话服务人员,无论您是经验丰富的客服经理,还是初入行的服务新星,都能掌握在电话中有效沟通的核心技巧,并充分利用现代科技的力量,将每一次通话转化为建立信任、解决疑虑、甚至创造商业机会的宝贵契机。 我们深知,电话沟通的挑战在于其短暂性和即时性。如何在有限的时间内,捕捉客户的真实需求,传递清晰准确的信息,并留下良好的印象,是每一位电话服务人员面临的课题。本书将从最基础但至关重要的“倾听”能力入手,深入剖析主动倾听的秘诀,包括如何通过声音的细微变化判断客户情绪,如何运用恰当的反馈技巧确认理解,以及如何引导客户清晰地表达问题。您将学习到如何构建一个“同理心”的沟通框架,让客户感受到被理解和尊重,从而卸下防备,更愿意与您合作。 电话沟通的另一核心在于“表达”。清晰、简洁、富有条理的表达是高效沟通的基础。本书将提供一系列实用的表达技巧,帮助您组织语言,使用客户易于理解的词汇,避免专业术语的滥用。我们将探讨如何运用积极的语言,将负面信息转化为解决方案,如何用富有感染力的声音传递信心和专业,以及如何在关键时刻运用提问的艺术,引导对话朝着积极的方向发展。本书还将特别强调“说服与影响”的技巧,教您如何在尊重客户意愿的前提下,引导客户接受建议,解决问题,甚至达成销售目标。 除了内在的沟通技巧,外在的“服务体验”同样至关重要。本书将引导您思考如何从客户的角度出发,优化电话服务的每一个环节。从接起电话的第一声问候,到挂断电话的最后一句感谢,每一个细节都可能影响客户的整体感知。我们将探讨如何高效地管理通话时间,如何妥善处理客户的抱怨与不满,如何运用赞美与肯定提升客户体验,以及如何在挂断电话后,通过后续跟进,进一步巩固客户关系。 在信息时代,科技的进步为电话服务带来了前所未有的机遇。《高效电话沟通艺术》并非一本关于技术操作的指南,而是着重于探讨如何“以人为本地”运用技术,提升服务效率和客户体验。您将了解到,现代化的呼叫中心系统、CRM(客户关系管理)软件、智能语音助手等工具,并非仅仅是冰冷的机器,它们是连接您与客户的强大助手。本书将帮助您理解,如何通过这些工具,快速获取客户信息,精准分析客户需求,个性化地提供服务,并实时跟踪服务进度。我们将强调,科技的应用应以提升“人性化”服务为最终目标,而不是取代人与人之间的真诚互动。 本书还将关注“情商”在电话沟通中的关键作用。客户服务不仅仅是解决问题的过程,更是一个与人打交道的艺术。我们将探讨如何识别和管理客户情绪,如何在高压情况下保持冷静与专业,如何运用积极的心态感染客户,以及如何通过真诚的态度,建立长期互信的客户关系。您将学习到,即使是最棘手的问题,只要运用恰当的情商技巧,也能转化为一次成功的服务体验。 总而言之,《高效电话沟通艺术:连接客户,传递价值》是一本为所有希望在电话沟通中做得更好的人而写的书。它将为您提供一套完整、实用、可操作的工具箱,帮助您掌握高效电话沟通的核心秘诀,并懂得如何巧妙运用现代科技,将每一次通话都转化为一次卓越的客户服务体验。无论您的目标是提升客户满意度,建立忠诚客户群,还是优化团队的服务效率,本书都将是您不可或缺的伙伴。让我们一起,用声音连接,用专业传递价值,共创更美好的客户体验。

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这本书的深度和广度都让我感到惊喜。它不仅仅停留于基础的问候和应答技巧,而是巧妙地融入了现代客户服务中不可或缺的技术视角。我之前以为这方面的内容会很枯燥,但作者的叙述方式非常生动,将复杂的技术概念转化成了易于理解的服务优化点。书中对不同技术工具集成到服务流程中的影响分析,提供了很多启发性的见解。这让我意识到,未来的客服工作绝不仅仅是“动嘴皮子”,技术赋能是提升效率和满意度的关键。这种前瞻性的视角,让这本书的价值远超一般技巧手册。

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坦白说,市面上关于客户服务的书籍汗牛充栋,但很多都流于表面,缺乏那种能让人“拍案叫绝”的独到见解。然而,这本书中对“倾听的艺术”以及“有效提问的心理学基础”那几章的论述,绝对是点睛之笔。作者似乎对人类沟通的细微之处有着深刻的洞察力,将一些看似微不足道的细节提升到了战略层面。阅读这些章节时,我感觉自己不仅仅是在学习一个工作流程,更是在进行一次深层次的自我对话和职业素养的重塑。它教会我的不仅是“如何说”,更是“如何思考”一个成功的服务互动是如何建立起来的。

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这本书的装帧和排版真的挺不错,封面设计简洁大气,拿在手里很有质感。我特别喜欢它内页的字体选择和行距,阅读起来非常舒服,长时间看也不会觉得眼睛疲劳。更别提那些精美的图表和案例分析的插图了,色彩搭配得恰到好处,既专业又不失美感。装订质量也相当可靠,感觉这本书可以经受住反复翻阅的考验,不会轻易散页。对于一个注重阅读体验的读者来说,光是这一点就足够加分了。而且,它的纸张厚度适中,既不会因为太薄而显得廉价,也不会因为太厚而过于笨重,便携性也考虑得很周到。总的来说,从实体书的角度来看,这本书绝对是制作精良的典范,看得出出版社在细节上是下了大功夫的。

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我最近在寻找提升客户沟通技巧的实用指南,而这本书的目录结构和逻辑推进方式,简直是为我量身定做的。它不是那种空泛地谈论理论的书,而是真正深入到操作层面,每一步骤都讲解得非常清晰、有条理。特别是它对于不同情绪客户的处理流程设计,简直是教科书级别的示范。我发现自己以前很多处理不当的地方,对照书中的建议进行反思后,豁然开朗。它没有堆砌复杂的术语,而是用非常贴近日常工作场景的语言进行阐述,让人能够迅速理解并应用到实际操作中。这种结构化的知识体系,对于需要快速掌握并应用新技能的人来说,是极大的福音。

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从实战价值的角度来看,这本书的投资回报率极高。我尝试应用书中所提的几个关于“危机沟通降级”的技巧,在最近一次客户投诉升级事件中,效果立竿见影。整个过程比我预想的要顺利得多,客户的负面情绪得到了有效平复,最终达成了满意的解决方案。书中提供的具体脚本示例和场景模拟练习,是巩固理论知识的最佳途径。对于任何一个负责一线或管理电话服务团队的专业人士而言,这本书更像是一份值得反复研读的实战手册,它提供的不仅仅是建议,而是清晰可执行的行动路线图,直接转化为工作中的生产力。

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