Customer Service Over the Phone: Techniques and Technology for Handling Customer

商家名称	信用等级	购买信息	订购本书
		Customer Service Over the Phone: Techniques and Technology for Handling Customer
		Customer Service Over the Phone: Techniques and Technology for Handling Customer

基本信息·出版社：CMP Books
·页码：144 页
·出版日期：1999年11月
·ISBN：1578200466
·条形码：9781578200467
·装帧：平装
·正文语种：英语
·丛书名：Telecom Library

内容简介 在线阅读本书

Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters. ;

This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters.
作者简介 Stephen Coscia is a customer service manager and a popular speaker on topics of customer service and handling irate customers. He is also the author of the best-selling book,Tele-Stress.
编辑推荐 Review
"This book clearly and concisely distills decades of work in AI on representing information in an efficient and general manner. The information is valuable not only for AI researchers, but also for people working on logical databases, XML, and the semantic web: read this book, and avoid reinventing the wheel!" Henry Kautz, University of Washington "Brachman and Levesque describe better than I have seen elsewhere, the range of formalisms between full first order logic at its most expressive and formalisms that compromise expressiveness for computation speed. Theirs are the most even-handed explanations I have seen." John McCarthy, Stanford "This textbook makes teaching my KR course much easier. It provides a solid foundation and starting point for further studies. While it does not (and cannot) cover all the topics that I tackle in an advanced course on KR, it provides the basics and the background assumptions behind KR research. Together with current research literature, it is the perfect choice for a graduate KR course." Bernhard Nebel, University of Freiburg "This is a superb, clearly written, comprehensive overview of nearly all the major issues, ideas, and techniques of this important branch of artificial intelligence, written by two of the masters of the field. The examples are well chosen, and the explanations are illuminating. Thank you for giving me this opportunity to review and praise a book that has sorely been needed by the KRR community." Bill Rapaport, University at Buffalo "A concise and lucid exposition of the major topics in knowledge representation, from two of the leading authorities in the field. It provides a thorough grounding, a wide variety of useful examples and exercises, and some thought-provoking new ideas for the expert reader." Stuart Russell, UC Berkeley "Brachman and Levesque have laid much of the foundations of the field of knowledge representation and reasoning. This textbook provides a lucid and comprehensive introduction to the field. It is written with the same clarity and gift for exposition as their many research publications. The text will become an invaluable resource for students and researchers alike." Bart Selman, Cornell University "KR&R is known as "core AI" for a reason -- it embodies some of the most basic conceptualizations and technical approaches in the field. And no researchers are more qualified to provide an in-depth introduction to the area than Brachman and Levesque, who have been at the forefront of KR&R for two decades. The book is clearly written, and is intelligently comprehensive. This is the definitive book on KR&R, and it is long overdue." Yoav Shoham, Stanford University

Review
"This book clearly and concisely distills decades of work in AI on representing information in an efficient and general manner. The information is valuable not only for AI researchers, but also for people working on logical databases, XML, and the semantic web: read this book, and avoid reinventing the wheel!"
Henry Kautz, University of Washington

"Brachman and Levesque describe better than I have seen elsewhere, the range of formalisms between full first order logic at its most expressive and formalisms that compromise expressiveness for computation speed. Theirs are the most even-handed explanations I have seen."
John McCarthy, Stanford

"This textbook makes teaching my KR course much easier. It provides a solid foundation and starting point for further studies. While it does not (and cannot) cover all the topics that I tackle in an advanced course on KR, it provides the basics and the background assumptions behind KR research. Together with current research literature, it is the perfect choice for a graduate KR course."
Bernhard Nebel, University of Freiburg

"This is a superb, clearly written, comprehensive overview of nearly all the major issues, ideas, and techniques of this important branch of artificial intelligence, written by two of the masters of the field. The examples are well chosen, and the explanations are illuminating.
Thank you for giving me this opportunity to review and praise a book that has sorely been needed by the KRR community."
Bill Rapaport, University at Buffalo

"A concise and lucid exposition of the major topics in knowledge representation, from two of the leading authorities in the field. It provides a thorough grounding, a wide variety of useful examples and exercises, and some thought-provoking new ideas for the expert reader."
Stuart Russell, UC Berkeley

"Brachman and Levesque have laid much of the foundations of the field of knowledge representation and reasoning. This textbook provides a lucid and comprehensive introduction to the field. It is written with the same clarity and gift for exposition as their many research publications. The text will become an invaluable resource for students and researchers alike."
Bart Selman, Cornell University

"KR&R is known as "core AI" for a reason -- it embodies some of the most basic conceptualizations and technical approaches in the field. And no researchers are more qualified to provide an in-depth introduction to the area than Brachman and Levesque, who have been at the forefront of KR&R for two decades. The book is clearly written, and is intelligently comprehensive. This is the definitive book on KR&R, and it is long overdue."
Yoav Shoham, Stanford University

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