五星級(jí)客服技巧

五星級(jí)客服技巧
Five-star Customer Service
忠誠(chéng)客戶是任何公司生意的源泉。不過，您的員工知道怎樣贏得和留住客戶嗎？知道客戶的期待并采取相應(yīng)的行動(dòng)嗎？知道怎樣和客戶建立長(zhǎng)遠(yuǎn)良好的關(guān)系嗎？
在此課程中學(xué)員將學(xué)到很多重要的服務(wù)理念和實(shí)用的技巧，同時(shí)結(jié)合您公司的實(shí)際訂立實(shí)踐的目標(biāo)。將給您公司的益處包括：

 服務(wù)意識(shí)更好
 服務(wù)水平更高
 發(fā)現(xiàn)新的商機(jī)
 更少的客戶投訴和不滿
 更好的客戶關(guān)系
 更忠誠(chéng)的客戶
 

課程大綱：

1. 定義五星級(jí)客戶服務(wù)，提升服務(wù)態(tài)度
 意識(shí)到客戶服務(wù)是競(jìng)爭(zhēng)利器
 了解客戶的需求和期待，定義五星級(jí)的客戶服務(wù)
 衡量我們的表現(xiàn)，找到差距
 如何塑造忠誠(chéng)客戶
 內(nèi)部和外部客戶
 優(yōu)質(zhì)客戶服務(wù)的決定因素
 五星級(jí)服務(wù)的態(tài)度
 決心改善服務(wù)態(tài)度

2. 給客戶良好的第一印象，贏得先機(jī)
 關(guān)鍵時(shí)刻MOT
 上臺(tái)了！
 客戶如何評(píng)判我們
 在電話中塑造良好的第一印象
 記住并使用客戶的名字
 將注意力集中在顧客身上

3. 建立長(zhǎng)遠(yuǎn)互利的客戶關(guān)系，提高忠誠(chéng)度
 用“客戶標(biāo)尺”來評(píng)估客戶
 人際關(guān)系的重要原則
 讓客戶有重要感，強(qiáng)化彼此的信任

4. 出色的客戶溝通技巧，提升滿意度
 為何溝而不通？
 以反饋來連接溝通環(huán)路
 征詢客戶的反饋
 有效提問與聆聽技巧
 “說”的要點(diǎn)
 了解各種溝通方式并合理運(yùn)用

5. 有效處理客戶投訴，管理情緒和壓力
 投訴抱怨的種類
 以正向的態(tài)度面對(duì)投訴
 處理投訴的流程
 用聆聽、“緩沖”等方法及同理心來處理
 處理投訴時(shí)的情緒管理，獲得平靜心態(tài)
 處理投訴的4大要點(diǎn)
 用“有效補(bǔ)償”的方式來解決問題
 從顧客抱怨中尋求改善

6. 超越客戶期望；增加銷售
 “更進(jìn)一步” ，超越客戶的期許
 了解顧客終生價(jià)值
 在服務(wù)中增強(qiáng)銷售意識(shí)，發(fā)現(xiàn)商機(jī)
 跟蹤客戶服務(wù)提升后的結(jié)果，持續(xù)改進(jìn)
 

時(shí)間：2整天，09：30-16：30，12課時(shí)
誰(shuí)將受益于此課程：客戶服務(wù)經(jīng)理，大堂經(jīng)理，客服人員，電話客服等
每班人數(shù)：15-25人
培訓(xùn)方式和特色：
1. 在教室中每一堂課都是在接納、尊重與鼓勵(lì)的積極氣氛中完成。
2. 通過互動(dòng)的練習(xí) (非單純聽講)，讓你真正掌握技能。
3. 使每位學(xué)員有參與感，并感到輕松又有趣。一聽就懂，一學(xué)就會(huì)。
4. 課程的內(nèi)容實(shí)用，而不是深?yuàn)W復(fù)雜的理論，立即能用，一用就靈。

Five-Star Customer Service
Loyal customers. They’re the engine of every business. Yet how do companies equip employees to perform their role of winning and retaining customers? Of figuring out customer priorities? Of applying tested strategies to foster enduring relationships? Soft Strength™ Coaching brings companies the right tools to cultivate valued, lasting customers.
This course will bring you benefits as bellows:

 Better service awareness;
 Improved service quality;
 Practical service skills;
  Friendly and beneficial customer relations;
 Repeat customers;
 Better resolution of customer conflicts;
Course Outline:

1. Defining Superior Service; Improving Service Attitudes
 Understand How Customer Service differentiate you from competitors
 Identify customer needs and Define five-star customer service
 How to make loyal customers
 Internal and external customers
 Measure customer service performance
 Develop right service attitudes
2. Creating Professional First Impression
 Moment Of Truth and On The Stage
 How do customers judge us?
 Pay attention to customers
 Build positive first impression on phone
 Remember and use customers’ names
3. Building Enduring Customer Relations, Increase loyalty
 Use “customer continuum” to profile a client
 Learn important Human Relation Principles
 Make the customer feel important and build trust
4. Communicating with customers effectively, and making them more satisfied
 Communication barriers
 Be responsive
 Effective listening and questioning skills
 Various forms of customer communication

5. Resolving Customer Complaints and Managing Emotion and Stress
 See complaints in a positive view
 Deploy our unique process to work with dissatisfied customers
 Use effective make-ups to solve the problem
 Gain from complaints
 Manage stress and keep a good mood

6. Exceeding Customer Expectations; Discovering Business Opportunities
 “Go Extra Miles”
 Develop selling sense in service
 Set service goals and develop action plan
 continuous improvement

 

Length: Two days, 09:30-16:30
Who will benefit from this course: Managers, Supervisors of service companies, store managers, CS executives, and others who need to build good relations with customers
Class Size: 15-25 participants
Methods and Features:
1. Every class was conducted in a receptive, respectful and encouraging positive atmosphere;
2. The participants are highly involved in the program and the learning is fun and interesting;
3. By interaction and input, the participants will build their successful experience by applying what they learned.
4. New skills will be developed by practice.
 

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