Chapter 01 고객서비스의 이해 ······························································································12 1 서비스 경제의 도래 ··························································· 12 2 서비스의 의미 ································································ 13 3 경쟁력은 서비스이다! ························································· 14 4 서비스의 특성 ································································ 15 5 서비스 특성에 따른 문제점과 대응전략·········································· 23 6 고객만족서비스······························································· 23 Chapter 02 고객접점서비스 ··································································································30 1 고객접점서비스 MOT(Moments Of Truth)의 개념······························· 30 2 고객점점서비스의 중요성······················································ 32 3 고객접점 사이클(service cycle) ················································ 33 4 고객접점(MOT)의 요소························································ 34 5 고객접점(MOT)의 유형························································ 35 6 서비스 기업의 고객접점 설계 과정 ·············································· 36 7 서비스 기업의 고객접점 평가··················································· 37 8 서비스품질의 측정 ···························································· 40 Chapter 03 서비스 실패와 서비스 회복 ··················································································48 1 서비스 실패(Service Failure) ·················································· 48 2 불만고객의 의미 ······························································ 49 3 불만고객발생 원인 ···························································· 51 4 서비스 회복(Service Recovery)전략············································ 52 5 불만고객응대 프로세스························································ 53 6 불만고객 응대 기법 ··························································· 55 Chapter 04 DISC 고객유형별 응대 ························································································64 1 DISC의 개념 ································································· 65 2 DISC 행동유형 별 일반적인 특징 ··············································· 67 3 DISC 행동유형 별 커뮤니케이션 스타일과 고객응대 화법·························· 68 4 DISC 유형별 스트레스 상황과 해소법 ··········································· 71 Chapter 05 서비스 커뮤니케이션···························································································78 1 커뮤니케이션(communication)의 의미 ········································· 78 2 커뮤니케이션의 구성요소······················································ 79 3 서비스커뮤니케이션의 4가지 요소·············································· 80 4 고객응대 화법 ································································ 81 Chapter 06 이미지와 이미지메이킹의 이해 ············································································92 1 21세기 경쟁력 ‘이미지’ ······················································· 92 2 이미지의 정의 ································································ 93 3 이미지메이킹의 개념 ·························································· 95 4 이미지메이킹에 대한 오해와 진실 ·············································· 96 5 이미지메이킹의 중요성························································ 97 6 이미지와 관련한 여러 가지 효과들 ·············································· 97 Chapter 07 서비스인의 첫인상 관리·····················································································108 1 첫인상과 표정 ·······························································108 2 표정의 중요성 ·······························································111 3 첫인상을 개선할 수 있는 스마일트레이닝 방법 ··································113 Chapter 08 퍼스널 컬러 ······································································································120 1 퍼스널 컬러의 역사 ··························································120 2 퍼스널 컬러란? ······························································121 3 퍼스널 컬러의 계절별 특징····················································121 4 퍼스널 컬러의 여러 가지 효과들 ···············································125 5 퍼스널 컬러의 활용 ··························································126 6 퍼스널컬러 진단 ····························································129 Chapter 09 매너와 에티켓 커뮤니케이션 I············································································132 1 에티켓······································································132 2 매너········································································133 3 예의범절····································································134 4 직장인의 매너 ·······························································135 Chapter 10 매너와 에티켓 커뮤니케이션 II ··········································································140 1 인사 매너 ···································································140 2 소개 매너 ···································································145 3 악수 매너 ···································································147 4 명함 매너 ···································································149 5 안내 매너 ···································································152 6 조문 매너 ···································································155 Chapter 11 서비스인의 용모와 복장·····················································································160 1 용모와 복장 ·································································161 2 용모와 복장의 중요성 ························································161 3 서비스인의 용모와 복장 포인트················································162 4 남성의 기본 복장 ····························································163 5 여성의 기본 복장 ····························································169 Chapter 12 글로벌 매너 ······································································································174 1 글로벌 경쟁력의 힘, 글로벌 매너 ··············································174 2 글로벌 인사매너 ·····························································176 3 글로벌 식사매너 ·····························································177 4 각국의 선물매너 ·····························································185 Chapter 13 와인 에티켓 ······································································································192 1 와인의 역사 ·································································192 2 와인의 분류 ·································································194 3 와인 매너 ···································································198 4 기타 와인 용어 ······························································201 ▦ 참고문헌·······················································································································204