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    您的位置: 首页 > 公开课程 > 客户服务

    优质的客户服务技巧训练

    开课地点: 苏州
    授课时间: 2天
    授课顾问: 林老师
    开课时间: 2017-05-23
    市场报价: 3600
    购买价格: 2880
    课程排期
    开课城市 开课日期 授课周期
    审核时间: 我要报名2017-05-11 15:51:30
    注:参加该培训课程,可联系在线客服。
    了解课程
      

    课程目标


    *  让有关客户服务的卓越理念能真正运用在经营管理实践中;

    *  学会构建合适的客户服务管理体系,为企业设计科学的服务流程、服务标准,提升整体服务质量;

    *  通过客户服务理念在战略层面的定位、员工对于服务的重新认识,进一步创造良好的内部服务环境与内部客户服务态度;

    *  初步学会培养辅导各类客户服务人员树立正确的服务心态、深刻认识客户服务,切实提升各类员工的服务技能。

     

    课程对象


    相关经营者、营销经理、客户服务的管理人员及其他的客户服务相关人员。

     

    课程方式


     

    体系框架搭建+系统思路梳理+管理工具介绍+典型案例分享+解决方案探讨

    课程大纲


    第一部分  客户服务体系的建立与管理

    第一章 客户服务管理规划

    u  第一节 客户服务的组织结构

    u  第二节 客户服务部职责

    u  第三节 客户服务管理规划

    u  第四节 客户服务质量管理

       案例1-1 让客户感动的服务

    第二章 客服人员管理

    u  第一节 客服团队与人员管理

    u  第二节 客服人员的岗位职责与素质要求

    u  第三节 客户服务人员的招聘与培训

    u  第四节 客服人员的激励

    u  第五节 客服人员的绩效评估

    第三章 客户满意度与忠诚度管理

    u  第一节 客户满意度管理

    u  第二节 客户忠诚度管理

    u  第三节 预防客户流失管理

       案例:

    第四章 客户关系的建立与维系

    u  第一节 客户关系的建立

    u  第二节 客户维护

    u  第三节 客户挽留

    u  第四节 制订客户关怀计划,扩大客户关系

    u  第五节 客户关系与客户关系管理

    u  第六节 客户信息收集与管理

    u  第七节 CRM系统介绍

    u  第八节 CRM系统功能??榻樯?/span>

    u  第九节 CRM系统的实施

    第五章 大客户服务管理

    u  第一节 客户服务分级

    u  第二节 核心客户管理

    u  第三节 大客户服务管理

    u  第四节 提高大客户忠诚的策略

    第二部分  客户服务实战技巧

    第六章 客户服务基础

    u  第一节 理解客户服务

    u  第二节 客户服务人员的职业要求

    u  第三节 客户服务礼仪

       案例 

    第七章 客户服务中的沟通技巧

    u  第一节 客户沟通的基础知识

    u  第二节 倾听技巧

    u  第三节 提问的技巧

    u  第四节 掌握有效沟通的语言

    u  第五节 身体语言的运用

       案例:

    u  第八章 客户服务技巧

    u  第一节 客户接待技巧

    u  第二节 理解客户的技巧

    u  第三节 满足客户的期望

    u  第四节 留住客户的技巧

    u  第五节 及时服务

    u  第六节 创新客户服务

       案例

    第九章 不同类型客户的服务技巧

    u  第一节 不同类型客户的服务技巧

    u  第二节 棘手客户服务技巧

    第十章 客户投诉的处理技巧

    u  第一节 客户为什么会投诉

    u  第二节 有效处理客户投诉的意义

    u  第三节 一般投诉处理技巧

    u  第四节 不同投诉方式的服务技巧

    u  第五节 重大投诉处理技巧

    u  第六节 投诉带来的?;?/span>

       案例

    第十一章 处理客户服务压力的技巧

    u  第一节 压力与压力的产生

    u  第二节 处理压力的技巧

       案例

     

    讲师介绍


    老师:华东师大统计学学士、心理学硕士。十多年的心理咨询师,英国学壶英式管家、国家旅游局专家。上海立方同和环境科技有限公司总经理,上海白玉兰滨海度假村总经理,新上海国际物业管理有限公司总经理,华东师范大学MBA客座教授,上海旅游高等专科学??妥淌?。

    擅长课程:《职业人士的心理健康》、《现代人的心理健康》、《情绪与压力管理》、《我们为谁工作》《中层的锻造》、《商务礼仪》、

    辅导客户(均三年或以上的企业摘录):香港中旅酒店管理公司、山东鲁能酒店管理公司、江苏中山饭店、华东师范大学、上海旅游高等专科学校、上海旅游局培训中心、上海电信、上汽集团、上海宝钢集团、上海烟草集团、山东金能集团、西安诗曼、湖南金淇瑞、江苏悦达集团、联华超市、上海宝隆集团等客户。
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