客户关系管理

1.理解客户偏好的驱动因素
反思为维护客户关系，我们做了些什么
区分客户的内在和外在期望
分析客户满意度机制
什么是客户忠诚度？

2.提升对职业化客户服务的投入
将岗位角色和公司目标相结合
同客户打交道
把握与客户间的对话

3.向客户展现出我们的换位思考
探究情绪对人际沟通的影响
展示出我们对客户的尊重和体谅
培养人际交往中的自信

4.用诚信影响客户
提升我们的客户服务技能
激励客户忠诚度
在棘手的情境中维护客户关系

5.“瞄准”客户偏好
信守对客户的承诺
向客户提出好主意，以赢得回头客
做到提前一步想到客户需求，知道如何给客户惊喜

1. Understanding the drivers of customer preference
Re-thinking your contribution to the customer relationship
Distinguishing between customers’ implicit and explicit expectations
Analysing the mechanics of customer satisfaction
What is customer loyalty

2. Developing your professional engagement towards customer service
Linking your role with company goals
Facing customers
Managing customer conversations

3. Showing empathy
Exploring the impact of emotion in interpersonalb communication
Showing the customer our respect and consideration
Developing confidence in interactions

4. Influencing customers with integrity
Enhancing your customer service skills
Encouraging customer loyalty
Preserving relationships in difficult situations

5. Anchoring customer preference
Keeping your promises to the customer
Advising the customer wisely to win repeat business
Anticipating customer needs and knowing how to surprise