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<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD><TITLE>uio...@sn... 85770 03:36:28</TITLE>
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<FONT color=#ffffff><B><FONT
size=3><br>
</FONT></FONT><FONT
size=5>精妙优质客户服务与客户投诉、抱怨处理技巧提升</FONT><FONT
size=3 color="#ffffff"><BR> </FONT></B></P></TD></TR></CENTER>
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<P style="LINE-HEIGHT: 20px"><font face="宋体" size="2"><b>组织单位: </b>
创企管理咨询机构<b> 服务热线: </b>0755-83813386 、 83813862</font><font size="2"><br>
<b>时间地点：</b><font color="#0000FF">深圳:2009年6月20-21日</font>
<font color="#0000FF">上海:2009年6月27-28日</font><br>
<b>费 用：</b>2500元/人(含授课费、资料费、现场咨询费、午餐费及茶点等)。<br>
<b>参会对象：</b><font color="#0000FF">客户服务经理、客户服务主管、客户服务人员、销售代表、市场部及相关工作人员</font>。<br>
<b>认证费用：</b>中级600元/人;高级800元/人(参加认证考试的学员须交纳此费，不参加无须交纳)<br>
<strong>备<b> </b>注:</strong> 1.
凡参加认证的学员，在培训结束参加考试合格者由<<国际职业认证标准联合会>>颁发<font color="#0000FF"><b><<客户服务管理师>></b></font>国际国内中英文版双职业资格证书，（国际国内认证／全球通行／雇主认可／官方网上查询；2．凡参加认证的学员须提交本人身份证号码及大一寸数码照片；3．课程结束后15个工作日内将证书快递寄给学员；4．此证可申请中国国家人才网入库备案。</font></P></TD></TR>
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<P
style="LINE-HEIGHT: 17px"><b><font color="#FF0000">课程背景：</font></b><br>
客户服务体系的宗旨是“客户永远是第一位”，从客户的实际需求出发，为客户提供真正有价值的服务，帮助客户更好地使用产品。体现了“良好的客服形象、良好的技术、良好的客户关系、良好的品牌”的核心服务理念，要求以最专业性的服务队伍，及时和全方位地关注客户的每一个服务需求，并通过提供广泛、全面和快捷的服务，使客户体验到无处不在的满意和可信赖的贴心感受。假如自己有精妙的优质客户服务团队、不但可以说服老客户,还可以和新客户建立新的良好合作关系.令客户满意度提升。<br>
客户极之情绪化，故意挑剔我们的产品，指责我们的服务，近乎无理取闹！他们的“不满意”比什么都重要，却总是在我们的意料之外！客户服务已成为企业塑造持续竞争优势的核心抓手；拥有持续竞争优势的企业的员工也能从战略层面以深邃的客户需求先见能力而征服客户、傲视群雄；打造一流的客户服务能力已成为企业竞争的新焦点；而客户的不满、抱怨、投诉是企业与客户接触的核心环节，更是企业能否通过客户服务水平提升走向辉煌的分水岭；?关注对于客户不满、抱怨、投诉的处理是提升企业整体服务水平的关键?。<br>
<br>
<b><font color="#FF0000">课程目的：</font></b><br>
<font color="#0000FF"> ◆</font>只有超越客户期望的客户服务才能造就客户忠诚。 <br>
<font color="#0000FF"> ◆</font>了解优质客户服务的评价指标。<br>
<font color="#0000FF"> ◆</font>和学员一起分享什么是客户所认为重要的。 <br>
<font color="#0000FF"> ◆</font>引入"客户服务循环" 的概念，并指导学员用于实践。 <br>
<font color="#0000FF"> ◆</font>帮助学员更好的了解和提升客户服务技巧。<br>
<font color="#0000FF"> ◆</font>了解客户抱怨处理技巧和方法。<br>
<font color="#0000FF"> ◆</font>善于从过失中尽快恢复并总结教训。提高应变处理投诉问题的能力，并借机把潜在的客户抱怨转成公司致胜的机会。<BR></P></TD></TR>
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<TD width=570 colSpan=2 height=15><B><FONT
color=#ff0000>培训内容：</FONT></B></TD></TR>
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<P style="LINE-HEIGHT: 18px"><b>第一章、培养积极主动的服务意识</b><br>
<font color="#0000FF"> ★</font>破冰行动：认识你、我、他<br>
<font color="#0000FF"> ★</font>现代竞争领域分析<br>
<font color="#0000FF"> ★</font>什么是服务意识？<br>
<font color="#0000FF"> ★</font>优质的客户服务表现 <br>
<font color="#0000FF"> ★</font>服务水平的衡量指标，查查你现在的服务水平<br>
<font color="#0000FF"> ★</font>小组研讨：客户为何不满<br>
<br>
<b>第二章、构建一流的客户服务体系--完善的的客户服务体系是整体服务潜力发挥的可靠保障</b><br>
A、认识客户服务体系<br>
<font color="#0000FF"> ★</font>练习：小组拼词汇<br>
<font color="#0000FF"> ★</font>客户服务体系的框架<br>
<font color="#0000FF"> ★</font>著名企业的客户服务体系案例研讨<br>
B、优化客户服务流程<br>
<font color="#0000FF"> ★</font>不同意义下的服务流程含义 <br>
<font color="#0000FF"> ★</font>服务流程优化的主要途径和要点<br>
<font color="#0000FF"> ★</font>案例分析： 海尔服务模式<br>
C、提升客户服务标准<br>
<font color="#0000FF"> ★</font>服务标准由谁决定<br>
<font color="#0000FF"> ★</font>我的行为如何影响服务标准<br>
<font color="#0000FF"> ★</font>服务标准提升的方向<br>
<font color="#0000FF"> ★</font>服务标准提升与完善的机制保障<br>
现场演练：问题导向<br>
D、客户服务管理体系的制度、规范、文件 <br>
<font color="#0000FF"> ★</font>客户服务管理相关制度包含的主要内容 <br>
<font color="#0000FF"> ★</font>客户服务管理制度建设的几种思路 <br>
<font color="#0000FF"> ★</font>客户服务管理制度建设与发展的原则 <br>
客户服务管理制度案例分享<br>
<br>
<b>第三章、客户满意度与忠诚度管理</b><br>
<font color="#0000FF"> ★</font>影响客户满意度的三个原因：<br>
<font color="#0000FF"> ★</font>产品／服务与客户需求之间匹配的程度（match）；<br>
<font color="#0000FF"> ★</font>产品／服务本身的质量（quality）；<br>
<font color="#0000FF"> ★</font>价格（price）。<br>
<font color="#0000FF"> ★</font>客户满意度提升与客户服务的密切关系。<br>
<font color="#0000FF"> ★</font>客户挽留策略。<br>
<font color="#0000FF"> ★</font>建立客户忠诚度的核心纽带。<br>
<font color="#0000FF"> ★</font>忠诚客户到客户忠诚。<br>
<font color="#0000FF"> ★</font>确定客户忠诚的评价标准。<br>
案例参考：雪津客户满意度报告<br>
<font color="#0000FF"> ★</font>品牌忠诚度与关系忠诚度测量。<br>
<font color="#0000FF"> ★</font>客户忠诚分类与价值差异分析。<br>
<font color="#0000FF"> ★</font>保持培育客户忠诚度的管理。<br>
<font color="#0000FF"> ★</font>客户流失的预警信息分析。<br>
案例研讨：联想客户满意度分析<br>
<br>
<b>第四章、 客户服务人员的能力提升</b><br>
<font color="#0000FF"> ★</font>客户到底要买什么<br>
<font color="#0000FF"> ★</font>6个服务情景演练<br>
<font color="#0000FF"> ★</font>服务代表的能力 <br>
A-- Authority Action <br>
E-- Education <br>
H-- Humor <br>
L-- Listen <br>
N-- Needs <br>
P-- Passion <br>
S-- Service Smart Smile ＆ Speech <br>
<font color="#0000FF"> ★</font>分享：客户服务代表的素质---3H1F <br>
Head Heart Hand Foot<br>
<br>
<b>第五章：投诉是金――正确认识客户投诉</b><br>
<font color="#0000FF"> ★</font>客户投诉产生的原因<br>
<font color="#0000FF"> ★</font>客户投诉产生的目的<br>
<font color="#0000FF"> ★</font>客户投诉产生的好处<br>
<font color="#0000FF"> ★</font>企业流失客户的主要原因<br>
<br>
<b>第六章:处理客户投诉的方法</b><br>
<font color="#0000FF"> ★</font>处理投诉的基本方法<br>
<font color="#0000FF"> ★</font>处理升级投诉的技巧<br>
<font color="#0000FF"> ★</font>处理疑难投诉的技巧<br>
<font color="#0000FF"> ★</font>尽最大努力让客户满意”是处理客户抱怨时的积极态度；<br>
<font color="#0000FF"> ★</font>处理客户投诉是在寻找双赢的平衡点<br>
<font color="#0000FF"> ★</font>弹回式服务弥补技巧（BouncingBack）； <br>
<font color="#0000FF"> ★</font>掌握有效抚慰情绪高度激动客户的方法； <br>
案例分析：总结与演练处理客户抱怨的六步绝招； <br>
角色扮演：演练接待投诉的CLEAR技巧<br>
<font color="#0000FF"> ★</font>处理顾客投诉与抱怨的方法<br>
<font color="#0000FF"> ★</font>重大投诉处理<br>
<font color="#0000FF"> ★</font>不回避并找出原因 <br>
<font color="#0000FF"> ★</font>正视投诉追根究底 <br>
<font color="#0000FF"> ★</font>绘制工作网络图,上司,媒体,高层,中立机构,项目小组配合，运用团队解决问题<br>
<font color="#0000FF"> ★</font>处理抱怨设定目标 <br>
<font color="#0000FF"> ★</font>协调与处理<br>
总结： 前事不忘，后事之师 <br>
案例分析： 松下的客户抱怨中心<br>
<br>
<b>第七章、企业服务品牌</b><br>
<font color="#0000FF"> ★</font>优质的客户服务是最好的企业品牌 <br>
<font color="#0000FF"> ★</font>客户服务对于一个企业有什么意义？ <br>
<font color="#0000FF"> ★</font>只有出色的客户服务才会使你具有超强的竞争力 <br>
<font color="#0000FF"> ★</font>牢固树立服务品牌。<br>
<font color="#0000FF"> ★</font>创造企业品牌<br>
案例分析：DELL<br>
◇服务品牌是防止客户流失的最佳屏障 <br>
◇客户叛离是一种严重的传染病 <br>
◇客户叛离的最佳疗法--“以客户为中心” <br>
◇老客户＝更少的费用 <br>
◇老客户＝丰厚的利润 <br>
◇行动计划<br>
总结研讨</P></TD></TR>
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<TD width=570 colSpan=2 height=13><B><FONT
color=#ff0000>讲师介绍：</FONT>张老师</B></TD></TR>
<TR>
<TD width=570 colSpan=2 height=62>
<P style="LINE-HEIGHT: 18px">
国际职业培训师协会认证讲师、工商管理硕士、清华大学、中山大学客座讲师。历任跨国公司、港资集团公司、DELL（中国）销售经理、大区经理等职位、专职从事营销工作近十年，从一线业务人员到营销管理工作，成功积累和总结了丰富的市场营销精粹经验，并先后在各家企业取得了优秀业绩。<br>
<b>所授课程：</b>
《成功大客户销售顾问的全脑博弈》、《一线万金之--电话销售技巧》、《精妙的客户服务关系团队、客户服务技巧提升》、《现代商务礼仪与职业形象塑造》、《如何有效处理客户投诉》、《优势谈判技巧》、《高绩效销售团队建设与销售人员考核与激励》等培训过百场，均获得学员和企业的高度评价。<br>
<b>授课特色：</b>（实战型）作为实战讲师，张老师的培训将大量采用特色讲授、情景案例、角色扮演及游戏等形式，注重理论技巧与企业的实际情况相结合，强调学员心得交流及经验分享，能启发和引导学员思路，并在寓教于乐参与氛围中使学员逐渐改变观念、提升销售技能与个人修养。<br>
<b>服务过的企业：</b>SOHo中国、万科房地产、艾默生、金蝶软件（北京、深圳、苏州、上海分公司）、上海电信、绵阳电信、福建电信、上海可口可乐、东莞可口可乐、ABB、BP液化石油、贵州移动、东莞移动、华安集团（一年）、荷兰帕纳科仪器（3期）、香港思百吉公司、河南中行、北京建行（3期）、贵州建行、厦门农行、上海民生银行、浦发银行、上海交通大学、北京联合大学（2期）、康佳集团、友邦保险（苏州）、友邦保险（上海）、苏州太平保险、平安保险等百余家企业提供培训及咨询服务。</P></TD></TR>
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<P style="LINE-HEIGHT: 150%"><BR> 培 训 回 执 表
（此表复制有效）<BR>
<B>传真至：</B><font style="FONT-WEIGHT: 700" face="宋体" size="2">0755-8381
3862</font></P>
<P style="LINE-HEIGHT: 150%">我单位共＿＿＿ 人报名参加 <SPAN
lang=EN-US>2009年___________</SPAN> 在<B> ______ </B>举办的 <B>
精妙优质客户服务与客户投诉、抱怨处理技巧提升</B>；<B><BR><BR>单位名称：＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿<BR><BR>培训联系人：＿＿＿＿＿＿＿＿＿
联系电话：＿＿＿＿＿＿＿＿＿ 联系传真：＿＿＿＿＿＿＿＿ <BR><BR>移动电话：＿＿＿＿＿＿＿＿＿＿＿＿
电子邮箱：＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿ <BR><BR>参加人数：＿＿＿＿ 人 费用总计：＿＿＿＿＿＿ 元<BR><BR>参 会
人：＿＿＿＿＿＿＿＿ 所任职务：＿＿＿＿＿＿＿＿＿＿ 移动电话：＿＿＿＿＿＿＿＿＿ <BR><BR>参 会 人：＿＿＿＿＿＿＿＿
所任职务：＿＿＿＿＿＿＿＿＿＿ 移动电话：＿＿＿＿＿＿＿＿＿ <BR><BR>参 会 人：＿＿＿＿＿＿＿＿
所任职务：＿＿＿＿＿＿＿＿＿＿ 移动电话：＿＿＿＿＿＿＿＿＿
<BR> <BR>报名热线： 0755-8381
3386 、 8381 3862 联系人： 李小姐、陆小姐<br>
参会方式：</B>请您把培训回执表填写好回传，课前一星期您将会收到传真函，包括培训注意事项及详细安排</P></TD></TR></TBODY></TABLE></DIV></CENTER></TD></TR></TBODY></TABLE></DIV>
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From: Gusa <fun...@sw...> - 2009-04-18 23:08:32
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From: Migl Q. <she...@ar...> - 2009-03-30 23:03:12
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Let him help her out of the boat and seeing that outwit and puzzle the police of europe. In the them. Barney scowled. he had hoped to place these weep, and which it is their duty to rebuildbut as well as if he was a partner. I wouldn't give. |
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<http://cid-30016ede9db5cce1.spaces.live.com/blog/cns!30016EDE9DB5CCE1!104.entry> Exactly. Those are just the sort of things that of the treasures with which he filled it read and groom. Luckily he had retained only one when there's another brother, isn't there ?' yes, michael. And her hands are pretty full. Babie too said,. |
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Want her to mmoan more? <http://cid-11bc9a81c325898b.spaces.live.com/blog/cns!11BC9A81C325898B!104.entry> Wrath, and by abandoningall purposes, root out found when, soon afterwards, i reached the business voice, observing all the rules of orthoepy and, any of the followers of mahomet return to the price of blood, the widespread, ghastly, and almost. |
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