Part 01 Service Sales and Customer Consultation
Chapter 1 Service Sales
Chapter 2 Service Sales Strategy
Chapter 3: Successful Customer Sales Strategies
Chapter 4 Service Contact Management and Moment of Truth
Part 02 Customer Relationship Management
Chapter 1: Understanding Customer Relationships
Chapter 2 Customer Purchasing Cycle and Customer Loyalty
Chapter 3 Customer Relationship Management
Chapter 4 Customer Experience Management
Chapter 5: Customer Portfolio Strategy and Customer Value
Part 03 VOC and Complaint Management
Chapter 1 VOC Management System
Chapter 2 Big Data
Chapter 3 Complaints
Chapter 4: Responding to Complaints
Chapter 5 Service Failure and Recovery
Chapter 6: Good Customers and Bad Customers
Part 04 Service Distribution Management
Chapter 1 Distribution Channels
Chapter 2 Service Distribution Locations
Chapter 3 Types of Service Distribution Channels
Chapter 4 Electronic Distribution Channels
Part 05 Training/Coaching and Mentoring/Motivation for Adult Learners
Chapter 1 Adult Learning
Chapter 2 Education and Training
Chapter 3 Service Coaching and Mentoring
Chapter 4: Emotional Labor and Motivation

The new standard for SMAT textbooks!!

'SMAT B Module: Self-Study' is a 'self-study standard' textbook written by analyzing many years of tests and focusing on the content that appears on the exam.
In particular, we focused on analyzing the test contents from the past three years.

This textbook has a very high test-relevance rate, as the author, Director Byun Mi-young, personally took the test and included only the content that appeared on the exam.
To help students studying on their own study more easily, each chapter is marked with a 'high level of difficulty' so that they can focus on that section.
Each chapter includes 'terms/rules that frequently appear on exams' to help you prepare perfectly for connection and O/X types, and 'past exam questions with a high rate of appearance' are included by analyzing past exams to help you prepare for the actual exam.

In addition, 'Terms/Rules' were included in the main text to help with understanding the terminology, and 'A Little More' content was attached to help with overall understanding of the test content.
Lastly, the 'Family Tree Notes to See in the Exam Room' is composed of content that has frequently appeared on exams so that test takers can organize it in a final manner.

This textbook was written by Director Miyoung Byun, the best-selling author of Service Management CS Leaders Management, based on her know-how to date, analyzing this exam from its inception, making it the best textbook for self-study examinees, as it has a high test rate.