The Age of the Client
5 hrs. 57 min.
Language
Russian
Author
Maxim Potashev
Author
Mikhail Levandovsky
Narrator
Gennady Smirnov
Narrator
Gennady Smirnov
Description
This audiobook is an attempt at a comprehensive view of how a company–client relationship system should be built. Based on their twenty years of experience, the authors explain what the company needs to know about its customers, how to obtain this information, how to achieve customer loyalty, how to correctly manage customer service points and contact centers, and what tools must be used so that customer service is as effective as possible.
100%
02:44
00_00_Ot avtorov
09:48
00_01_Vstuplenie
10:10
01_00_Chast 1. Psihologicheskie osnovy klientskogo servisa
09:16
01_01_Lekarstva protiv strahov
10:14
01_02_Manipulirovanie klientom
10:27
01_03_Zavoevanie doveriya
08:56
01_04_Rekomendatsii
05:48
01_05_Vsegda li prav klient!
04:36
01_06_Rabota so slozhnym klientom
24:50
02_00_Chast 2. Chto nuzhno znat o klientah
05:18
02_01_Portret klienta
03:30
02_02_Sbor kontaktnyh dannyh
30:44
03_00_Chast 3. Funktsii klientskogo servisa
07:23
03_01_Vip-servis
16:37
03_02_Vhodyaschie obrascheniya klientov
06:21
03_03_Ishodyaschie obrascheniya k klientu
07:52
03_04_Servis pri vozvrate zadolzhennosti
06:08
03_05_Klientskiy servis v internete
14:05
03_06_Formy obscheniya s klientami
04:12
03_07_Obuchenie klientov
11:43
03_08_Osobennosti B2B-servisa
17:52
04_00_Chast 4. Instrumentariy klientskogo servisa
17:44
04_01_Upravlenie ocheredyu
32:34
04_02_Kontakt-tsentry
12:34
04_03_Sistemy upravleniya vzaimootnosheniyami s klientami
10:22
04_04_Programmy loyalnosti
08:16
05_00_Chast 5. Sozdanie sistemy klientskogo servisa
05:16
05_01_Testirovanie protsessov klientskogo servisa
19:48
05_02_Podgotovka sotrudnikov servisnyh sluzhb
11:04
05_03_Vnedrenie klientoorientirovannosti
08:54
05_04_Indikatory servisa
02:10
06_00_Zaklyuchenie
