令人满意的客户服务

1.正确理解客户服务
客户服务的基本概念
客户服务对于企业和员工的重要意义
职业化的服务对客服人员的要求
我们的客户：内部和外部

2.令人满意的客户服务
客户满意度理论
客户对服务的5个要求
正确理解并满足客户的要求

3.客户服务的旅程
准备阶段

接触阶段
自我管理技巧
观察
人际关系能力

理解阶段
倾听技巧
提问
重新组合

说服阶段
客服的表达
说不的技巧
达成共识

结束阶段
确保客户感到满意

4.客户投诉和异议处理
与客户的情绪打交道
正确应对客户的抱怨
3F 法则
处理异议方面的常见错误

1. Understanding customer service
Basic concept of customer service
Why does customer service matter for both organization and employees
Competency requirement for customer service professionals
Internal and external customers

2. Satisfactory customer service
Customer satisfaction theory
5 expectations on good service
Understanding and satisfying clients' expectations

3. The journey of customer service
Preparing stage

Contacting stage
Self management
Observation
Interpersonal relationship management

Understanding stage
Listening skills
Questioning skills
Recombination

Persuasion stage
Using effective expression to affect your customers’ decisions
Saying no
Gaining agreement

Conclusion stage
Insuring client satisfied

4. Handling complaints effectively
Dealing with clients’ emotions
Handling customer complaints effectively
3F tactic
Common mistakes in complaints handling