MODULE I
Communication & Customer advisory

Module I ServitecStartPrevious pageNext pageEnd



Welcome to the starting page of MODULE I "Communication & Customer advisory". Please use the menu bar "Start, Previous page, Next page, End" you find on the top and on the bottom of each page to navigate through the MODULE. If you prefer to study the MODULE offline you can download it as a zipped MS-Word 97 file (modul1e.zip - English version, modul1.zip - deutsche Version, modul1es.zip - versión española, modul1it.zip - versione italiana, modul1gr.zip - Greek version, all versions ~ 103 KB) and open it at home in your MS-Word 97 programme. Please do not hesitate to send us by E-Mail (ohlendorf@eduvinet.de) all your criticism and suggestions in regard to the contents of the MODULE. You can also use the SERVITEC Discussion forum to post your comments online or to discuss the MODULE with others over the Internet.


Table of contents MODULE I Communication & Customer advisory
Preface Page 1
1. Basis of market success - customer satisfaction Page 2
2. Conditions of customer service - a total concept for the enterprise Page 4
3. Who is a customer ? Self contemplation in connection with the consumer's everyday life Page 5
4. What expectations does the customer have ? Page 6
5. How is a customer relationship developing ? Page 6
6. How does one hold a customer conversation ? Page 7
7. Course of a successful customer conversation Page 8
8. Customer conversations Page 11
9. How does one get satisfied customers ? Page 15
10. Procedures to follow in case of customer complaints Page 16
11. Service, sales and the handling of different types of customers Page 18
12. Order execution process Page 24
13. Learning aim control for the "communication and customer advisory" module Page 25
Download MODULE I "Communication & Customer advisory" as a zipped MS-Word 97 file (modul1e.zip - English version, modul1.zip - deutsche Version, modul1es.zip - versión española, modul1it.zip - versione italiana, modul1gr.zip - Greek version, all versions ~ 103 KB) 







 


Module I ServitecStartPrevious pageNext pageEnd


• • Copyright © IWB e.V. 1996-2000 • Design, technical realisation and webmaster: ohlendorf@ohlendorf.de • •
• • Sponsored by EDUVINET • 800 x 600 recommended • •