SUBJECT 01 Service Sales and Customer Consultation
CHAPTER 01 Understanding Service Sales
CHAPTER 02 Service Sales Strategy Analysis
CHAPTER 03 Successful Customer Sales Strategies
CHAPTER 04 Customer Service Methods
CHAPTER 05 MOT Analysis and Utilization Hit Expected Results

SUBJECT 02 Customer Relationship Management (CRM)
CHAPTER 01 Customer Classification and Customer Purchasing Cycle
CHAPTER 02 Understanding Customer Portfolio Strategy and Customer Value
CHAPTER 03 Understanding Customer Relationships
CHAPTER 04 Customer Relationship Management (CRM) that Increases Customer Value
CHAPTER 05 Customer Experience Management (CEM) at Customer Touchpoints: Expected Hits

SUBJECT 03 VOC and Complaint Management
CHAPTER 01 Understanding VOC
CHAPTER 02 VOC Management System
CHAPTER 03 Complaint Concept and Resolution Methods
CHAPTER 04 Service Failure and Recovery Process
CHAPTER 05 Expected Hits for Good and Bad Customers

SUBJECT 04 Service Distribution Management
CHAPTER 01 Understanding Commercial Areas
CHAPTER 02 Service Distribution Channels
CHAPTER 03 Service Distribution Time and Location Management
CHAPTER 04 Service Distribution Channels
CHAPTER 05 Understanding the Service Environment Expected Questions

SUBJECT 05 Coaching/Education Training and Mentoring/Motivation
CHAPTER 01 Understanding Adult Learning
CHAPTER 02 EDUCATION AND TRAINING
CHAPTER 03 Understanding and Implementing Service Coaching
CHAPTER 04 Service Mentoring
CHAPTER 05 Emotional Labor and Motivation
CHAPTER 06 Service Marketing and Internal Marketing Hit Expectations

[Special Appendix]
Genealogy of frequent occurrences
Mock exams that are identical to the actual exam
Mock Exam 01
Mock Exam 2

1) Summary of key theories by subject according to examination criteria
- Check frequently appearing topics on exams at a glance with 'Frequently Appearing Keywords'
-Enjoy more enriched learning with 'PLUS+' supplementary explanations to help you understand concepts.
2) Theory, Problems, and Solutions all in one! Includes hit-or-miss predicted questions.
-'Predicted Questions' for each subject in the same format as the actual exam
- Summary of key concepts that can be reviewed immediately after solving the problem
3) Two mock exams (same format) to prepare for the actual exam
- A mock exam that replicates the actual exam format
- Strengthen your practical skills by writing your answers directly on the OMR card.
-Improve your weak areas in one go with 3 mock exam CBT solutions and score analysis!