Excellent customer service skills training 2008-12-19 (Shanghai) Excellent customer service skills training 2008-12-19 (Shanghai) -------------------------------------------------- ------------------------------ ? Meetings Organization: Chilean sea Jin Baidu Online Training Management Consulting Co., Ltd. Duration: December 2008 19-20 Location: Silver Wave Hotel, Shanghai Bund ? Course details: Curriculum ?Customer service is not only service personnel or service employees care about, have a sustainable competitive advantage of corporate employees from the strategic level to profound vision of customers needs the ability to conquer our customers, major vendors. Create first-class customer service has become a new focus of business competition. ? Course features: Service concept service mentality shape perception + + + knowledge to enhance service skills Framework Participants ?Customer Service Manager, Customer Service Commissioner and others will need to work with clients in contact with customer service staff, sales staff, reception staff, service personnel, and hope to enhance the subordinate level of service through training, marketing manager, customer service management personnel and other kinds of related personnel. Course Objectives ★ Let the concept of customer service excellence in customer service can really penetrate a word, line, smile, etc. demeanor behavior are reflected in the company&#39;s various customer service measures; ★ able to communicate with customer service skills in all aspects of service, customer service skills at all stages of the service, complaint handling complaints effectively enhance the skills of exercise capacity and customer service skills; ★ involved in corporate services management and innovation, design all kinds of personalized service initiatives, all-round increase customer satisfaction. Course Outline The first part to excellent service concept in the service behavior 1, customer service and customer service skills Customer Service and Marketing The basic meaning of customer service skills Customer service and personal career Customer Service: Attitude is everything 2, Service Concept 1: Customer Focus Panel discussion: Why dissatisfied customers? - Check the table shortcomings ★ The concept of customer service Exercise: Group spell words Practice: the performance of high-quality customer service ★ customer-centric approach and performance Exercise: distinction between what is a customer-centric ★ How to maximize the value of customers Panel discussion: the level of design to enhance our customer service orientation 3, Service Concept 2: return of exclusive premium services ★ ability to increase customer demand for foresight ★ infinite value of value of services Calculation and discussion: the return value services 4, Service Concept 3: The complaint is that gold - the concept of corporate enduring gene Panel Discussion: Compare the size of the potential value of 5, Service Concept 4: internal customers - creating a superior customer service and internal environment ★ Who is my internal customers? ★ concept of internal customer service ★ various forms of internal customer service Figure Seminar: Who bound him, and there is no excuse ★ shape the environment within the customer service tool and its application The second part of practitioners in all aspects of communication skills of service 1, know your role in providing services ★ understand your business, work, clients 2, customer service, communication skills course ★ understanding of communication services Workshop practice: communication services for individuals and businesses long-term significance ★ listening skills Listen to the general attention to points Case Study: distinguish between the different performance of the habit of listening ★ speaking skills Discussion Exercise: customer service during the 10 common response situations Case study: that the tone ★ asked skills Case Study: the wisdom of asking The use of open-ended questions and closed questions to communicate with customers ★ body language Activities: the influence of body language Case Study: How to improve customer service during the appeal ★ telephone communication skills General requirements for telephone communication Case Study: Call Centre, telephone reception The third part of the process of upgrading services in all critical stages of the service skills 1, high-quality customer service in four basic stages ★ Reception Customer Comparison of practice: different manifestations of the customer reception Exercise: when greeting customers receiving the standard ★ understanding customers Understand the customer&#39;s general requirements and methods ★ help customers Grasp the customer&#39;s expectations Managing customer expectations ★ retain customers The basic steps to retain customers Retain customers and root out the combination of customer demand 2, effective response to customer complaints ★ understanding customer dissatisfaction, complaints, complaints ★ How to effectively deal with customer dissatisfaction, complaints, complaints ★ participating companies Feedback System 3, customer service practices and case sharing ★ efforts to bring Hello everybody mood ★ grasp the psychology of customers to provide personalized service ★ nuances see the truth ★ ongoing service innovation Instructor: Mr. Tian Shengbo Basic ? senior management training specialist, customer service training expert; ? have 20 years of business management, management consulting, education and training experience: ? Master of Science, graduated from Fudan University, China Society of creation; Shanghai to create Association; ? University of Hong Kong - Fudan University EMBA class president, Distinguished Lecturer; ? 2006 was China Training Network and other agencies as the top ten trainers; ? Domestic dozens of other long-term training and educational institutions Distinguished Lecturer; ? In the management consulting and management training industry, ten years of industry experience. Major experience Field teachers in the twenty-four years of business management, management consulting, education and training experience are: ? years senior management experience in large and medium enterprises - community Lung Group (listed company), President&#39;s Office Secretary of the Chief, Development Leader, Training Manager; Jiang Su Tongyang textiles factory manager assistant;; ? years of management consulting, management training experience - Multiple Career Consulting, Fudan School of Management, Fudan University adult education institute; ?Has accumulated abundant practical experience of business management, management consulting experience in research, management training, practical experience. Main courses include customer service management and customer service skills, leadership and management skills upgrading, innovative thinking training, enterprise training management and internal instructor training. ?The main feature of the training is through many years of management consulting and management practice background, thus making both real and based on a certain idea of the structural description of knowledge points, but also the actual number of relevant companies can make the game lively curriculum perception, interactive discussions, case studies, exercises and other operations. Basic characteristics curriculum: case studies + discussion + group interactive seminars + Feeling + role-playing games to practice + skills + activities, + structured knowledge point of introduction. Training services through the Enterprise, including (house training and public courses client): FAW-Volkswagen, Hitachi Elevator, TCL, Ericsson, Yongda Group, Ping An Insurance, AO Smith, Shanghai Union Pay, Toyota, Jianteshengwu (melatonin), Bank of Shanghai, the Daya Bay Nuclear Power Station, Bank of China, Baoshan Oriental steel, Nanjing Silver City properties, high-wire cosmetics, Air China Chongqing Company, Tellhow Technology, Shanghai social security center, Chinese body of information, Henan Mobile, life insurance, Shanxi Communication, Qingdao Beer, Guangdong Telecom, Jiangxi Copper, Bell Atlantic, Shanghai Petrochemical, Kumho Tire, a good home fitness equipment, steel metallurgy in China, American Standard - Trane, Beijing Asia business online, Chengdu Commercial Bank, Century Interconnect (Shanghai), Short Special Glass (Suzhou), Hudong Heavy, leading shares and many other companies. Meetings Registration: 1. Training costs: 2280 yuan / person (including a lecture fees, lecture fees, lunch, fruit tea, address book, students took a photograph photographs, etc.) 2. Contact Phone :021-54483382 ,0755-61289005 E-mail: email@example.com firstname.lastname@example.org MSN Application: email@example.com Registration Q Q: 707593039 3. Registration: telephone cable, &quot;rage ɑ Jiao working knowledge of call-Qiang Soul -&gt; issued Meetings confirmation -&gt; transfer or cash Contributions -&gt; class ?
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