Chapter 01 고객응대 서비스의 의의
01. 고객서비스(친절서비스 5
1. 고객서비스의 의의··················5
2. 좋은 서비스를 갖추기 위한 요건············5
3. 고객서비스의 성공 및 실패 사례 알아보기· ······ 10
02. 서비스 특징 19
1. 무형성(intangibility· ················ 19
2. 비분리성(inseparability· ·············· 21
3. 이질성(heterogeneity· ··············· 22
4. 소멸성(perishability················· 24
Chapter 02 이미지 메이킹
01. 표 정 33
1. 표정 근육 운동· ·················· 34
02. 복 장 36
1. 복장의 기능···················· 36
2. 나의 컬러 알아보기· ················ 38
3. 체형별 코디법··················· 42
Chapter 03 비즈니스 매너
01. 매너와 에티켓 51
1. 매너와 에티켓의 정의· ··············· 52
2. 매너의 두 가지 입장················· 53
3. 대인관계 매너··················· 55
Chapter 04 이문화(異文化 커뮤니케이션
01. 각 나라의 이문화 커뮤니케이션 92
1. 각 나라 인사법· ·················· 92
2. 각 나라의 음식문화 에티켓·············· 94
3. 각 나라의 특별한 문화················ 99
Chapter 05 서비스 커뮤니케이션
01. 커뮤니케이션의 정의 107
02. 커뮤니케이션의 요소 108
1. 송신자······················ 108
2. 수신자······················ 108
3. 메시지··················
