良好的客戶服務曾經(jīng)是許多企業(yè)最關注的一個概念。但如今,僅僅提供良好的客戶服務已經(jīng)遠遠不夠了,企業(yè)只有在此基礎上建立持久的
* 反思為維護客戶關系,我們做了些什么
* 區(qū)分客戶的內(nèi)在和外在期望
* 分析客戶滿意度機制
* 什么是客戶忠誠度
2.提升對職業(yè)化客戶服務的投入
* 將崗位角色和公司目標相結(jié)合
* 同客戶打交道
* 把握與客戶間的對話
3.向客戶展現(xiàn)出我們的換位思考
* 探究情緒對人際溝通的影響
* 展示出我們對客戶的尊重和體諒
* 培養(yǎng)人際交往中的自信
4.用誠信影響客戶
* 提升我們的客戶服務技能
* 激勵客戶忠誠度
* 在棘手的情境中維護客戶關系
5.“瞄準”客戶偏好
* 信守對客戶的承諾
* 向客戶提出好主意,以贏得回頭客
* 做到提前一步想到客戶需求,知道如何給客戶驚喜
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
* 從售前到售后,所有需要和客戶接觸的銷售與銷售支持人員,無論是面對面溝通、電話溝通或是郵件溝通