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本周報名客戶展示
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課程編號： 801978客戶服務研修班Customer Service Workshop推薦星級：
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課程分類：
市場營銷系列>>客戶服務研修班Customer Service Workshop
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培訓講師：
課時：
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課程對象：
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報名聯系：
021-5566 9210， 189 1765 5637（微信） training@021px.com
- 課程背景
- 課程收益
- 課程大綱
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Customer Service Workshop
The Simitri Customer Service Workshop is a highly interactive course that focuses on
how you can best serve your customers. People don’t normally tell you when service is
poor, they just don’t come back!
Therefore, the customer needs to be at the centre of everything you do. You need to
understand the customer (and their needs) and provide services that add value to them
which will ultimately result in increased customer loyalty. Satisfied customers are not
enough; you want them as references!
The Customer Service Workshops brings together the skills and the process to enable
Customer Service Representatives or Relationship Managers to be more effective at
their jobs. They will learn how to build trust and credibility with the customer; how to add
value and be able to articulate that value in the form of a Value Proposition to
differentiate their products and services from the competition.
Additionally, they will learn how decisions are really made, how they can influence those
decisions, and how to turn objections into opportunities.
What are the benefits for the participants?
By completing this workshop, participants will:
• Increase customer satisfaction and loyalty through a greater awareness of the
customers needs
• Create competitive differentiation by having the ability to deliver key messages in
the form of a Value Proposition
• Reduce the risk of losing customers through poor service
• Provide sales opportunities by delivering a higher quality of service
• Improve team communication by having a common language and approach to
delivering customer service
What topics are covered?
Understanding Customer Service
How People Buy?
Meeting Customer’s Expectations
Building Trust & Rapport
Handling Resistance
Dealing with Difficult Customers
Listening & Questioning
Creating Lasting Impressions
Handling Stress & Emotions
What is the duration of the workshop?
1 - 2 days (8 – 12 participants)
客戶服務研修班
此客戶服務研修班是一門高度互動式課程，主題圍繞如何提供最佳的客戶服務。如果你的客服做得不好，客戶通常不會告訴你，而是選擇不再上門。
因此，你所做的一切都必須以客戶為中心。你必須了解客戶（和他們的需求），提供對其有價值的服務，從而最終達到提升客戶忠實度的目的。滿意的客戶永遠不嫌多，他們是你最好的廣告！
客戶服務研修班課程綜合各種技巧與流程，幫助客戶顧問或客戶經理更有效地開展他們的工作。學員將學習如何與客戶建立信任的關系并提升企業信譽，如何為客戶提供增值服務以及如何以定位并推銷這一賣點從而在同業競爭中突顯優勢。
此外，學員還將學習決策形成的實際過程、影響客戶決策的技巧以及如何將異議轉化成機遇的方法。
學員通過研修班能夠獲得哪些增益？
完成課程的學員將能夠：
• 通過對客戶需求更完善的認識從而提升客戶滿意度和忠實度
• 能夠準確定位產品或服務的關鍵賣點并進行有效地推銷并創造競爭優勢
• 降低由于低質量客服而導致客戶流失的風險
• 通過高質量客服創造更多銷售機會
• 統一團隊內客戶服務的語言和方法，從而完善團隊交流與協作
課程包括哪些主題？
理解客戶服務的內涵
客戶如何進行決策
滿足客戶預期
建立信任與融洽的客戶關系
化解銷售阻力
如何應對挑剔的客戶
傾聽與提問
創造深刻持久的印象
處理壓力與情緒
- 講師介紹
- 在線報名
滬公網安備 31011302003263號;