Chapter 01 고객
제1절 고객이란 누구인가?··········································12
1. 고객의 정의····························································12
2. 고객의 범주····························································13
제2절 고객의 특성과 이해··········································16
1. 고객의 특성····························································16
2. 고객에 대한 이해···················································19
3. 고객 성격유형에 대한 이해···································21
제3절 어떻게 고객을 대해야 하는가?··························· 25
1. 고객은 이렇게 대하라············································26
2. 고객에 대한 접근방법············································28
3. 고객의 관점이 중요하다········································33
4. 고객충성도와 고객관계관리··································38
5. 고객이 없으면 사업도 없다···································40
Chapter 02 서비스
제1절 서비스산업의 배경과 특성································· 46
1. 서비스경제 시대의 도래····················· 46
2. 서비스산업의 분류····················
