Век клиента
02:44
00_00_Ot avtorov
09:48
00_01_Vstuplenie
10:10
01_00_Chast 1. Psihologicheskie osnovy klientskogo servisa
09:16
01_01_Lekarstva protiv strahov
10:14
01_02_Manipulirovanie klientom
10:27
01_03_Zavoevanie doveriya
08:56
01_04_Rekomendatsii
05:48
01_05_Vsegda li prav klient!
04:36
01_06_Rabota so slozhnym klientom
24:50
02_00_Chast 2. Chto nuzhno znat o klientah
05:18
02_01_Portret klienta
03:30
02_02_Sbor kontaktnyh dannyh
30:44
03_00_Chast 3. Funktsii klientskogo servisa
07:23
03_01_Vip-servis
16:37
03_02_Vhodyaschie obrascheniya klientov
06:21
03_03_Ishodyaschie obrascheniya k klientu
07:52
03_04_Servis pri vozvrate zadolzhennosti
06:08
03_05_Klientskiy servis v internete
14:05
03_06_Formy obscheniya s klientami
04:12
03_07_Obuchenie klientov
11:43
03_08_Osobennosti B2B-servisa
17:52
04_00_Chast 4. Instrumentariy klientskogo servisa
17:44
04_01_Upravlenie ocheredyu
32:34
04_02_Kontakt-tsentry
12:34
04_03_Sistemy upravleniya vzaimootnosheniyami s klientami
10:22
04_04_Programmy loyalnosti
08:16
05_00_Chast 5. Sozdanie sistemy klientskogo servisa
05:16
05_01_Testirovanie protsessov klientskogo servisa
19:48
05_02_Podgotovka sotrudnikov servisnyh sluzhb
11:04
05_03_Vnedrenie klientoorientirovannosti
08:54
05_04_Indikatory servisa
02:10
06_00_Zaklyuchenie
