Handouts for Participants.pptVIP

关键时刻 关键时刻 1.为客户着想 Think Customer 2.客户期望 Customer Expectation 3.积极倾听 Active Listening 为客户着想 企业利益(Business Win) 有助于客户的业务： 改善客户的服务、增加收入、降低成本 个人利益(Personal Win) 个人有利: 减轻压力、协助个人成长、增加收入、提升地位 当好听众的七个好习惯 肢体语言 (Non-verbal communication--body language) 问对问题 (Asking the right questions) 不要打岔 (Listening without interruption) 做笔记 (Taking notes) 澄清 (Clarifying) 对观感做出回应 (Responding to views and feelings) 和对方站在相同的立场(Listening as an ally) 服务的三个层次 Serve job Serve the customer Serve the people in front of you 提供适当的行动建议以符合客户期望 “适当”意指： 完整(Complete) 可行(Realistic) 双赢(Win-Win) 练习：真实生活的经验分享 每个小组提供一个经验分享(过去或现在) a)是否完整？ 满足或超越客户的期望? b)是否可行? 是否达成行动计划？ c)是否双赢? i)对客户而言？ 企业利益或个人利益? ii)对自己和自己的公司 企业利益或个人利益? 一个“合格”(Qualifying)的问題... …用来检测此商业机会对客户与你的公司利益是否适合 此机会是否真的具有利益? 财务支援是否足够? 谁会影响此项决策? 决策将取决于什么? 决策和实行的日程安排? 有哪些竞争者? 我们的竞争优势在哪？ 1. 为客户着想 Customer 2. 防患未然 Contingency 3. 沟通 Communicate 4. 协调 Co-ordinate 5. 完成 Complete 行动计划 对自己的承诺 ? ABB Group * | Slide * ? ABB Group * | Slide * ? ABB Group * | Slide * People. Partnership. Performance.Establish Customer Focused CultureStakeholder Exercise for PA_Minerals   Anne Zhang Training Manager , Learning Development Center, April 24, 2011 A better world begins with you ? ABB Group * | Slide * Agenda Day One 09:00-09:30 Warm-up Briefing 09:30-12:30 Stakeholder Identification Expectation Exercise 12:30-13:30 Lunch Time 13:30-18:00 MOT—Think Customer Day Two 09:00-12:30 MOT—Think Customer Act Win-win 12:30-13:30 Lunch Time 13:30-16:30 MOT—Act Win-win 16:30-17:45 Exercise Update Individual Action Plan 17:45-18:00 Recognition, Feedback and closing ? ABB Group * | Slide * Customer is the most important visitor on our premises. 客户是我们企业最重要的客人。 He is not dependent on us. We are dependent on him. 他并不依靠我们，我们却依靠着他。 He is not an interruption to our work. He is the purpose of it. 他并没有打断我们的工作，他正是我们工作的目的。 He is not an outsider to our business. He is part of it. 他不是