Home > Business & Economics > Business & management > Sales & marketing > Customer services > Service Client: les principes incontournables
6%
Service Client: les principes incontournables

Service Client: les principes incontournables

          
5
4
3
2
1

International Edition


Premium quality
Premium quality
Bookswagon upholds the quality by delivering untarnished books. Quality, services and satisfaction are everything for us!
Easy Return
Easy return
Not satisfied with this product! Keep it in original condition and packaging to avail easy return policy.
Certified product
Certified product
First impression is the last impression! Address the book’s certification page, ISBN, publisher’s name, copyright page and print quality.
Secure Checkout
Secure checkout
Security at its finest! Login, browse, purchase and pay, every step is safe and secured.
Money back guarantee
Money-back guarantee:
It’s all about customers! For any kind of bad experience with the product, get your actual amount back after returning the product.
On time delivery
On-time delivery
At your doorstep on time! Get this book delivered without any delay.
Quantity:
Add to Wishlist

About the Book

Prendre le leadership du service client de votre secteur pourrait vous amener à gagner bien plus d'argent que vous ne le pensez, et pas seulement en fidélisant vos clients. Dans ce livre, vous verrez que le service client n'est pas une charge, mais peut au contraire être un investissement rentable si c'est bien fait.Le service à la clientèle est un élément important dans la réussite d'une entreprise. C'est dans l'interaction qu'un client peut avoir avec le service client qu'il va se faire une idée de la qualité générale des produits de votre entreprise, et c'est plus particulièrement vrai si le client a un problème qu'il veut résoudre. En effet, c'est quand quelque chose se passe mal que le client va pouvoir se faire une idée du sérieux d'une entreprise.Il y a quelques années, j'ai acheté un ordinateur notebook à 250 . Le chargeur qui était dans la boite ne fonctionnait pas. Je suis retourné dans la boutique où j'avais acheté l'ordinateur pour expliquer mon problème et changer le chargeur d'autant qu'il y avait un ordinateur équivalent en démonstration avec un chargeur qui marche. La réponse du vendeur de la boutique a été cinglante: maintenant que vous l'avez acheté, ce n'est plus notre problème, vous n'avez qu'à vous adresser au constructeur . Autant vous dire que cette aventure est devenu mon exemple fétiche de ce qu'était un mauvais service client, et dans toutes mes formations, je cite nommément cette boutique. Ma mésaventure aurait pu s'arrêter là, mais le service client du constructeur était quasi injoignable au téléphone, il m'a fallu deux jours pour joindre quelqu'un, et une fois quelqu'un au téléphone, j'ai appris que le délai pour m'envoyer un nouveau chargeur était de trois semaines. J'ai donc été obligé d'acheter un chargeur à mes frais. A l'inverse, si le fabricant de l'ordinateur avait résolu rapidement mon problème, il est probable que cela aurait amélioré ma perception de la valeur de sa marque. Cette marque serait devenue un choix prioritaire dans le futur car si ça se passe mal, ils résolvent le problème . Retenez cette chose importante: quand vous résolvez les problèmes des clients avec efficacité, vous les transformez en clients fidèles car ils estiment ne plus prendre de risque à acheter vos produits ou vos services. Par contre, 95% des consommateurs partageront une mauvaise expérience client avec plus de cinq personnes. En conclusion, un bon service client rassure les clients, il leur donne l'opportunité de parler de votre entreprise en bien et permet à votre entreprise de se différencier des concurrents, chose importante si les produits que vous proposez ne sont pas si différents de ceux des concurrents.


Best Sellers



Product Details
  • ISBN-13: 9791091224284
  • Publisher: Smartalbinos
  • Publisher Imprint: Smartalbinos
  • Height: 229 mm
  • No of Pages: 166
  • Series Title: Business Pratique
  • Sub Title: les principes incontournables
  • Width: 152 mm
  • ISBN-10: 1091224285
  • Publisher Date: 23 Feb 2020
  • Binding: Paperback
  • Language: French
  • Returnable: N
  • Spine Width: 9 mm
  • Weight: 231 gr


Similar Products

How would you rate your experience shopping for books on Bookswagon?

Add Photo
Add Photo

Customer Reviews

REVIEWS           
Click Here To Be The First to Review this Product
Service Client: les principes incontournables
Smartalbinos -
Service Client: les principes incontournables
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Service Client: les principes incontournables

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book
    Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals



    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!