卓越的客户服务(经典版)

 

企业收益

l 帮助企业建立以客服为中心的品牌文化和核心战略

l 通过优质客服建立紧密的客户关系,提高客户对公司的好感及忠诚度

l 从一线着手提升企业形象

l 帮助节约销售成本,提高销售业绩

 

学员收益

l 明确客服的目标和重要性,提升服务意识,端正服务心态

l 从容应对与客户的沟通难题,提高沟通效果

l 专业且正确地处理客户申诉,减少对业务的影响

l 建立更为优质的客户关系

 

适合对象

l 一线客服人员

 

课时

2天

 

主要内容

l 客户服务在企业价值链中的地位

l 客户服务中2大重要指标的交互影响

Ø 客户满意度

Ø 客户忠诚度

l 卓越客户服务的实战技巧

Ø 现实检查

Ø 运用6步法确保信息传达并减少电话中表述不清现象

ü 6步法海报,逐个介绍并比较

Ø 采用积极有力的语言与客户建立友好和长期的关系

ü 交流渠道

ü 电话交流中的障碍

ü 积极倾听的技巧

Ø 使用5种口头表达技巧提高交流有效性

ü 语气

ü 语速

ü 语调

ü 语义

ü 表达

Ø 应用技巧成功克服电话处理业务中出现的交流障碍

ü 如何判定人的感知类型,针对不同的感知类型运用于电话沟通中。

ü (角色演练)

l 客户投诉处理步骤及技巧 (4小时)

Ø 现实检查

Ø 客户投诉原因

Ø 成功运用投诉处理4步法

ü 4步法海报,逐步演练

ü 与客户有同感

ü 理解识别客户真实担心/需求的利益

ü (角色演练+视频)

l 即时通讯环境下的客户服务

Ø QQ/微信/微博

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Outstanding Customer Service (Classic version)

 

Benefits to Enterprises

l Build a customer service oriented brand culture and core strategy

l Establish close customer relationship and improve customer satisfaction and loyalty through excellent customer services

l Enhance corporate image through frontline customer service

l Save sales cost and improve sales performance

 

Benefits to Participants

l Clarify the objectives and importance of customer service, improve service mentality and attitude

l Calmly solve customer communication issues to make communication more effective

l Professionally handle customer complaints and minimize the impact on business

l Establish long and lasting customer relationship

 

Target Participants

l Front Line Customer Service Personnel

 

Duration

2 Days

 

Course Outline

l The role of Customer Service in the Enterprise Value Chain

l Interaction of the 2 Important Indicators in Customer Service

Ø Customer Satisfaction

Ø Customer Loyalty

l Practical Techniques of Excellent Customer Service

Ø Reality Check

Ø Use a 6-Step Method to Ensure that the Information is delivered and to Reduce Unclear Description over the Phone 

Ø Referring to the 6-Step Method Poster, Introduce and Compare One by One

Ø Use Proactive and Powerful Language to Build Friendly and Long Term Customer Relationships

ü  Communication Channels

ü Barriers in Telephone Communication

ü  Active Listening Skills

Ø Use 5 Verbal Techniques to Improve Communication Effectiveness

ü Tone

ü Speed

ü Intonation

ü Semantics

ü Expression

Ø Apply techniques to Successfully Overcome Communication Barriers over the Telephone

ü How to Determine different Types of Perception and Apply Different Techniques in the Telephone Communication。

ü Role Play

l Steps and Techniques in Handling Customer Complaints(4 hours

Ø Reality Check

Ø Reasons behind Customer Complaints

Ø Use a 4-Step Method to Handle Complaints Successfully

ü Refer to the 4 Step Poster and Practice Step by Step

ü Sympathize with Customers

ü Understand and Identify Customers’ Real Concerns and Needs

ü Role Play and Video

l Customer Services in Instant Messaging Environment

Ø QQ/Wechat/Weibo

 

 

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