Chapter 01 고객 응대
1. 고 객 ···································································································· 4
1 고객의 개념········································································ 4
2 고객 응대 태도···································································· 5
3 효과적인 고객 응대를 위한 음성조절······································· 7
2. 전화 응대하기·······················································································10
1 전화 응대의 특성 및 중요성 ·················································10
2 상담 매뉴얼에 따른 인사멘트················································12
3 고객 문의 · 요구사항 파악 및 기록···········································16
3. 방문 응대하기·······················································································19
1 용모와 복장·······································································19
2 고객 응대 태도·································································· 24
3 고객의 요구사항 파악 및 기록···················
