{"type":"product","schema_version":"1.0","item_id":"100373095710","canonical_url":"https://tw.bid.yahoo.com/item/100373095710","title":"【月界二手書店1S】黃金服務15秒_凱瑟琳．迪佛利_商智出版_原價260　〖行銷〗AEH","subtitle":null,"condition":"近全新","currency":"TWD","observed_at":"2026-05-28T18:29:17.458Z","current_price":46,"original_price":null,"stock_status":"low_stock","available_quantity":1,"sold_quantity":0,"seller":{"id":"Y5223171020","name":"★月界二手書店～不只是便宜...★","positive_rate":null,"rating_count":null},"images":[{"url":"https://img.yec.tw/ob/image/de023a8b-58d1-4aaa-bda7-76adf1c1784d.jpg","role":"main","alt":"商品主圖","width":null,"height":null},{"url":"https://img.yec.tw/ob/image/31ffab89-2da9-4e20-abe1-20e752ff5f1d.jpg","role":"detail","alt":"商品圖片 2","width":null,"height":null},{"url":"https://img.yec.tw/ob/image/28a9b0ea-cc58-48f6-b942-b3ec78f7d2f5.jpg","role":"detail","alt":"商品圖片 3","width":null,"height":null}],"description":"不論購買幾件商品，超商取貨都只共收運費60元，購滿490元免運費，歡迎多帶商品節省運費喔！(合併運費均一價優惠限超商取貨付款，不含郵寄掛號及宅配)\n\n  \n\n【書況補充說明】\n\n  二手書\n\n  \n\n【出版日期】\n\n  2004/12\n\n  \n\n【內容簡介】\n\n★以下為出版社提供之制式文字，關於附件請以「書況補充說明欄」為準，倘未註明有附者，均代表沒有附件。\n\n服務，是最先被提及，卻最後被實踐的經營真理。\n\n顧客服務是一切事業的根本，不是百貨公司、飯店旅館的專利。擄獲96%顧客心只有黃金15秒，「軟」服務才是企業獲利的真正「硬道理」。\n\n不管一家企業的信譽如何，顧客從當下任何一位店員那裡接受到的服務水準是如何，就決定企業生死了。\n\n一位滿意的顧客最多會告訴6個人愉快的消費經驗；一位不高興的顧客卻至少會通報15個人，這是人類的天性。大部分人並不因為光鮮亮麗的廣告或更高的利息就見異思遷，而是被原先往來的銀行惹毛了！\n\n凱悅國際的總裁，換上門僮的制服幫客人提行李；IBM公司創立者到員工餐廳吃飯，默默撿起掉在地上的餐巾紙；麥當勞的店經理親自處理店門口的狗屎；迪士尼的清道夫、冰淇淋小販甚至米老鼠，很可能就是管理階層。迪士尼對第一線員工的訓練往往較其他職位嚴格，因為顧客詢問他們的機會，往往比詢問正規客服人員頻繁。\n\n不管是雇主還是員工、私人或公家機關、直接面對顧客或從事幕後工作、喜歡或不喜歡，任何人、任何工作都有（潛在）顧客要應付！付你薪水的其實不是雇主，而是顧客！ \n\n本書將這七項邁向成功的客服策略，歸納成一套容易記憶的「SERVICE」速記法：\n\n* S 自我尊重（Self-esteem）\n\n* E 超越期望（Exceed expectation）\n\n* R 補救（Recover）\n\n* V 願景（Vision）\n\n* I 提升品質（Improve）\n\n* C 關懷（Care）\n\n* E 授權（Empowerment）\n\n  \n\n《下單注意事項》\n\n  \n\n★絕版及部份書籍因市面難尋，價格與原價脫鈎(可能高於原價)，介意者請勿下單。\n\n  \n\n  \n\n★多集合售之品項，倘為全套完結將標示『全套合售 或 (完) 之字樣』，未標者均為未完結或無法確定完結與否。\n\n  \n\n  \n\n★總重超過5公斤之超商取貨訂單將自動拆件寄出，額外運費不另加收。拆件貨品為本訂單之一部份，取貨時須全數一次領取，倘取消亦應全數一併退回。\n\n  \n\nISBN碼：9789867969194","shipping_methods":[{"name":"7-ELEVEN取貨付款","fee":0,"currency":"TWD"},{"name":"郵局掛號","fee":0,"currency":"TWD"},{"name":"宅配/貨運","fee":0,"currency":"TWD"},{"name":"萊爾富取貨付款","fee":0,"currency":"TWD"},{"name":"7-ELEVEN取貨不付款","fee":0,"currency":"TWD"}],"lowest_shipping_fee":null,"payment_methods":["ATM轉帳","信用卡一次付清","萊爾富取貨付款","7-ELEVEN取貨付款"],"category_id":"2092073902","category_name":"行銷/廣告","breadcrumb":[{"id":"3994318","name":"圖書/影音/文具","url":"/tw/%E5%9C%96%E6%9B%B8-%E5%BD%B1%E9%9F%B3-%E6%96%87%E5%85%B7-3994318-category.html"},{"id":"2092064185","name":"圖書與雜誌","url":"/tw/%E5%9C%96%E6%9B%B8%E8%88%87%E9%9B%9C%E8%AA%8C-2092064185-category.html"},{"id":"2092073901","name":"財經企管","url":"/tw/%E8%B2%A1%E7%B6%93%E4%BC%81%E7%AE%A1-2092073901-category.html"},{"id":"2092073902","name":"行銷/廣告","url":"/tw/%E8%A1%8C%E9%8A%B7-%E5%BB%A3%E5%91%8A-2092073902-category.html"}],"view_count":0,"watch_count":0}