Setting优质客户服务在中德文化中的不同.PDF

Provide Outstanding Customer Service in German-Chinese Setting “优质客户服务”在中德文化中的不同 目标与内容 Objectives and Content Customers typically expect quick, professional and thorough solutions. Your best- intentioned customer-facing employees could be very competent of solving customer issues, but still create a poor impression with customers from a different part of the world due to cultural differences of which they’re not aware. Through a variety of methods, including theoretical inputs, case studies, simulations, videos, exercises and discussions, participants will ? Recognize different perception towards customers and suppliers in China and in Germany ? Be aware of the customer’s actual business environment and cultural assumptions in Germany and in China ? Adapting personal delivery style and usual business practice to meet German customer’s needs ? Narrow the gap when it comes to connecting with the customer and empathizing with the immediate situation in Germany and in China ? Providing the smoothly communication and feedback flow between customers and suppliers in Germany and in China 客户往往期待迅速、专业且全面的解决方案。很多有经验的员工，对于解决客户的实际问题很有经 验，但往往由于对于客户所在的文化特性不了解，而使得客户关系变成挑战。 日 期 Schedule 本次培训通过一系列互动式教学手法，包括模型分析、案例教学、实战模拟、多媒体等，学员将： May 4, 2017 你将： ?