Event Details
目标与内容 Objectives and Content
The customer is the person who pay's everyone's salary and who decides whether a business is going to succeed or fail. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind - pleasing the customer. This training offers many practical concepts and ideas of how to improve the service you offer customers.
面对竞争日益激烈的商业市场，每一家公司都在寻找独特的竞争契机，因为只有这样才能迎接日新月异的变化与挑战，而优质的客户服务已成为其中一项重要的方法。本培训将围绕着实用的客户服务理念和技巧，帮助客户服务人员掌握应对客户的核心技巧，协助企业在激烈的竞争环境中脱颖而出，提升客户服务效益，改善经营业绩。
参加对象 Target Group
The people who need to work with customers in their daily work.
任何在工作中需要与顾客打交道的职业人士
大纲 Outline
1） The Concept of Good Customer Service
2） Improving Customers' Satisfaction
- Develop the good customer service habits
- The customers' expectations to the service
- Tips of improving customers' satisfaction
3） Internal Customer Service
4） Communication Skills and Etiquette
- Skills of listening, questioning, giving feedback
- Communicating with different customers
- Etiquette of face to face communication
5） Telephone Skills and Etiquette
- The importance of tone of voice over the phone
- Does and don'ts over the phone
- Answering, making, transforming, leaving message and ending phone calls
6） Handling Customers' Complaints
- Analyze the reasons of complaints
- Tips for handling customer complaints
- Emotion and stress management
1) 培养优质客户服务的理念
2) 提升客户满意度
- 提供优质客户服务要养成的好习惯
- 客户对服务的期望
- 提升客户满意度的秘诀
3) 树立良好的内部客户服务理念
4) 高效沟通的技巧与礼仪
- 理解式聆听、提问、反馈技巧
- 与不同类型客户高效沟通的技巧
- 与客户面对面沟通的礼仪
5) 电话沟通技巧与礼仪
- 电话沟通中语调的重要性
- 电话沟通应遵循的原则
- 接听、拨打、转接、留言、结束电话的礼仪
6) 处理客户投诉的技巧
- 难缠客户的心理和投诉原因分析
- 处理客户投诉应遵循的原则、方法、步骤
- 有效管理情绪与压力的方法
Notes:
Fee includes lectures, course materials and lunch.
包 括 会 务 费， 资 料 费， 午 餐 费。
Participants can send their questions in advance using the registration form.
In case of cancellation, please kindly note you must email the BritCham Shanghai Event staff Hilary.Wu@britishchambershanghai.cn before 1 pm, 9 Sep. Due to the service charges of Event Bank and online payment platforms, we can only partially refund up to 90% of your ticket price and payment will be processed within 14 days after the event via your original payment method. However, it is non-refundable for cancellation request made beyond the above mentioned timeframe.
