SMAT(서비스경영자격) 한권으로 끝내기 또는 순정빌런 4
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SMAT(서비스경영자격) 한권으로 끝내기
도서명 : SMAT(서비스경영자격) 한권으로 끝내기
저자/출판사 : 이아영, 메인에듀
쪽수 : 4008쪽
출판일 : 2024-04-01
ISBN : 9791189357610
정가 : 33000
SMAT Module A 비즈니스 커뮤니케이션_7
Ⅰ. 비즈니스 매너 및 에티켓 9
Ⅱ. 이미지 메이킹 36
Ⅲ. 고객 심리에 대한 이해 53
Ⅳ. 고객 커뮤니케이션에 대한 이해 77
Ⅴ. 회의 기획 및 의전 실무 97
SMAT 모듈 A 실전 모의고사 118
SMAT Module B 서비스 마케팅·세일즈_139
Ⅰ. 서비스 세일즈와 고객 상담 141
Ⅱ. 고객 관계 관리(CRM) 158
Ⅲ. VOC 및 컴플레인 관리 180
Ⅳ. 서비스 유통관리 207
Ⅴ. 코칭/교육훈련 및 멘토링/동기부여 228
SMAT 모듈 B 실전 모의고사 252
SMAT Module C 서비스 운영전략_273
Ⅰ. 서비스 산업 개론 275
Ⅱ. 서비스 프로세스 설계 및 품질관리 292
Ⅲ. 서비스 수요 및 공급 관리 318
Ⅳ. 서비스 인적자원 관리 348
Ⅴ. 고객 만족 경영(CSM) 전략 369
SMAT 모듈 C 실전 모의고사 388
순정빌런 4
도서명 : 순정빌런 4
저자/출판사 : 세윤 글/그림, 영컴
쪽수 : 288쪽
출판일 : 2024-08-27
ISBN : 9791167794550
정가 : 15000
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