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客戶服務的理念—了解客戶
 
講師(shi):李(li)老師(shi) 瀏覽(lan)次數:2587

課程描述INTRODUCTION

客戶服務理念培訓課程大綱

· 客服經理

培訓講師:李老(lao)師    課程價格:¥元(yuan)/人    培訓天數:2天   

日(ri)程安排SCHEDULE

課程大(da)綱Syllabus

課程大綱: 
第一章:客戶服務的理念—了解客戶
1.什么是服務意識?
2. 什么是客戶服務
2.1“服務”和“客戶服務”的區別,“消費者”和“客戶”的區別
2.2定義“客戶服務”
2.3案例
3.服務工作所面臨的挑戰
服務工作是一項與人打交道的工作,因為該工作要把產品賣出去,要去了解、挖掘客戶的需求,最終促成客戶的購買。
3.1同行業競爭加劇
3.2客戶期望值的提升
3.3不合理的客戶需求
3.4客戶需求的波動
3.5服務失誤導致的投訴
3.6超負荷的工作壓力
3.7服務技巧的不足
4.如何面對服務挑戰
4.1能保持一種以客戶為中心的態度,始終如一地關注客戶的需求;
4.2理解你的客戶和他對服務的觀點以及他的想法;
4.3掌(zhang)握一種有效的服務(wu)技巧,去指導你的服務(wu)行為,而不是完全憑借自己的感(gan)受去做事情(qing)。

第二章:客戶服務的理念—理解客戶
1.客戶需要什么樣的服務
2.客戶服務的誤區
3.客戶服務的準確概念
4.金牌客戶服務的定義
5.金牌客戶服務的內涵
5.1對客戶表示熱情、尊重和關注
5.2幫助客戶解決問題
5.3迅速響應客戶的需求
5.4始終以客戶為中心
5.5持續提供優質服務
5.6設身處地的為客戶著想
5.7提供個性化的(de)服務

第三章:客戶服務人員
1.服務代表的職業化塑造
1.1社會演進對客戶服務的影響
1.2商品的需求個性化
1.3現代分銷方式的影響
1.4營銷創新:營銷創新分為三大塊:觀念、制度和管理方面的創新。
1.5客戶服務人員必須是行動積極的人
1.6唯有不斷學習才能立足于社會
2.服務代表的品格素質
2.1基本素質
A—— Authority,Action
E—— Education,H—— Humor,L—— Listen,N—— Needs
P—— Passion ,S—— Service,Smart,Smile & Speech
2.2金牌客戶服務代表的素質---3H1F
Head Heart Hand Foot

第四章:了解客戶的期望
1.客戶的期望值
1.1故事一印刷公司
1.2故事二照相館
1.3客戶的期望:優質、廉價、快速
1.4服務營銷
2.客戶的滿意度
2.1企業收集客戶意見的主要方法
2.2客戶的滿意度對營銷工作的重要性
2.3客戶滿意度調查的基本途徑
3.優質客戶服務特性
3.1程序特性
3.2個人特性
3.3客戶服務類型
第一種叫做漠不關心型的客戶服務。
第二種叫做按部就班型的客戶服務。
第三種叫(jiao)做熱情友好型(xing)。最(zui)好的一(yi)種叫(jiao)做優(you)質服務型(xing)。

第五章:接待客戶的技巧
1. 客戶服務的3A技巧
1.1 態度-Attitude (禮儀)1.2 方法-Approach(語言)1.3表現-Appearance (外觀)
2.語言表達技巧
2.1 選擇積極的用詞與方式2.2 善用“我”代替“你”
3.傾聽的技巧
3.1抱著熱情與負責的態度來傾聽3.2傾聽時要避免的干擾3.3做一個主動的傾聽者
4.推薦的技巧
在推薦產品或服務時,可以采用FTB法則進行
4.1 F(Feature)特征(zheng) 4.2 T(Translation)話題轉換 4.3 B(Benefit)產品給(gei)客戶帶來(lai)的益處

第六章:服務品牌
1.優質的客戶服務是最好的企業品牌
1.1客戶服務對于一個企業有什么意義?
1.2只有出色的客戶服務才會使你具有超強的競爭力
1.3牢固樹立服務品牌。
1.4創造企業品牌
【案例1】“海爾”的品牌。
【案例2】瑞訊尋呼。
【案例3】腦白金
2.服務品牌是防止客戶流失的*屏障
2.1客戶叛離是一種嚴重的傳染病
2.2客戶叛離的*療法——“以客戶為中心”
2.3老客戶=更少的費用
2.4老客戶=豐厚的利潤
【案例】小店和老客戶

第七章:客戶服務新理念
1.客戶服務的誤區
1.1“客戶服務”是客服人員或客服部門的事兒
1.2“客戶服務”就是受理投訴、接受咨詢和電話訪談
1.3“客戶服務”是售后被動的工作
1.4“客戶服務”是面向公司以外客戶的工作
1.5“客戶服務”是面向消費者和單位用戶的工作
2. 客戶服務新理念
2.1樹立全員營銷,全員客服之理念
2.2努力完善客戶服務項目
2.3服務要面向所有類型的客戶
2.4提供主動、全過程的客戶服務
2.5簡化服務流程,提高辦事效率
2.6硬件服務(wu)(wu)和軟件服務(wu)(wu)相結(jie)合 

老師介紹:李老師 
首席(xi)高級講師,教授(shou)級高級工(gong)程(cheng)師、中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)機(ji)械工(gong)程(cheng)學會會員(yuan),中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)標準化(hua)協會理(li)事,中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)質量(liang)認(ren)證中(zhong)(zhong)(zhong)(zhong)心(CQC)專家(jia)(jia)委員(yuan)會技術(shu)專家(jia)(jia),國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)家(jia)(jia)注冊主任審核員(yuan)。香(xiang)港(gang)金(jin)雅(ya)鐘(zhong)表有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)總工(gong)程(cheng)師、香(xiang)港(gang)祥生(sheng)實業(ye)有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)副(fu)總經理(li)、總工(gong)程(cheng)師、上(shang)(shang)(shang)海(hai)通(tong)力電(dian)器有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)總經理(li)、總工(gong)程(cheng)師。培(pei)訓和咨詢過企業(ye)有(you)(you)(you)(you):中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)平安(an)保險公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)全(quan)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)電(dian)話(hua)中(zhong)(zhong)(zhong)(zhong)心(中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)上(shang)(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si))、中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)聯通(tong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)脈通(tong)信股(gu)份(fen)有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)上(shang)(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si))、中(zhong)(zhong)(zhong)(zhong)鐵快運(華(hua)東(dong))有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)、歐萊雅(ya)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)際(ji)化(hua)妝品有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(法國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo))、天麗現代(dai)辦公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)用品有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(香(xiang)港(gang))、泰(tai)詠電(dian)子有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(臺灣)、北(bei)汽福(fu)田(tian)集團(tuan)模具廠(中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)上(shang)(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si))、大連大商集團(tuan) (中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)上(shang)(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si))、新瑪特購物(wu)休(xiu)閑廣場(chang)、上(shang)(shang)(shang)海(hai)家(jia)(jia)化(hua)聯合股(gu)份(fen)有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si) (中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)上(shang)(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si))、東(dong)風汽車(che)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)新疆奇臺、石河(he)子、鳥蘇(su)、博樂、伊犁(li)、阿克(ke)蘇(su)技術(shu)服務站、威(wei)海(hai)恒豐擔(dan)保有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)、上(shang)(shang)(shang)海(hai)冠恒工(gong)業(ye)設備有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(港(gang)-臺-滬合資)、飛利(li)浦電(dian)子有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(荷(he)蘭(lan)(lan))、諾基(ji)亞通(tong)信有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(芬蘭(lan)(lan))、*樹(shu)脂有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(*)、APC不間斷(duan)電(dian)源有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(*)、上(shang)(shang)(shang)海(hai)德(de)爾福(fu)汽車(che)空調系(xi)統有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(*)、華(hua)碩計算機(ji)有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(臺灣)、上(shang)(shang)(shang)海(hai)華(hua)聯超市(shi)集團(tuan)(中(zhong)(zhong)(zhong)(zhong)國(guo)(guo)(guo)(guo)(guo)(guo)(guo)(guo)上(shang)(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si))、雅(ya)馬(ma)哈(ha)電(dian)子有(you)(you)(you)(you)限(xian)(xian)(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(日本)。


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