특허고객들과 실제로 소통하는 사례를 통해 민원인 대응에 필요한
참고자료

- 목 차 -

제1부 민원 단계별 처리 매뉴얼
1. 민원의 정의 및 처리방안 ······························9
2. 특허고객의 니즈(Needs) ····························10
3. 불만고객을 만드는 나의 모습 Top10 ···················11
4. 특허고객 응대 원칙 ··································12
5. 특허고객 성향별 응대방법 ····························14
6. 불만고객의 유형 및 응대요령 ·························19
7. 민원유형 및 조치사항 ································24
8. 고객응대 관련 법률

제2부 특허제도 관련 소통사례에 관한 모범답변
1. 특허요건 ···········································62
2. 공지예외주장/공지 ․ 공용반포된 간행물 ··················89
3. 우선권주장출원 ·····································99
4. 선출원(경합출원) ···································106
5. 분할출원/변경출원 ··································110
6. 특허청구범위 ······································119
7. 명세서 ············································120
8. 심사절차/거절이유(심사기준) ·························124
9. 보정 ··············································131
10. 우선심사 ·········································136
11. 침해/허위표시 ·····································145
12. 실시 ·············································173
13. 소송/심판 ········································182
14. PCT 출원 ········································187
15. 법령해석 ·········································191
16. 기타