房地产企业用心服务.doc.doc

《360°用“心”服务》 --房地产企业客户服务管理与服务技巧 主讲：栾秋蔚 课程背景： 本课程专门针对，就服务方面出现的弊端进行剖析，采用讲授实际演练相结合的方式，具有极强的针对性、指导性、实操性、示范性。过高期望值有歧义的期望值无理的期望值充分了解客户的需求把握沟通的主动权你能听懂客户的意思吗——聆听技巧听事实，也听情感－聆听是最好的安抚技巧听客户的诉求，也听言下之意－避免先入为主你能让客户说给你听吗——提问技巧结构化的提问方法――把握谈话的方向通过提问引导结论――保证沟通的主动性你说的客户能接受吗——专业话术令客户愉悦的语言技巧确认双方责任的技巧创建双方相似性的技巧永远不使用破坏性的语言模式提高个人影响力－对抗性沟通表达技巧面对表达不清晰的客户的引导技巧面对喋喋不休的客户的引导技巧面对愤怒的客户的引导技巧面对有备而来的客户的引导技突破障碍提升客户对你的正面感知及时判断客户需求技巧不同行为风格客户的主导需求及应对常见客户抱怨与异议的原因有效处理客户抱怨的好处萌芽控制－接待投诉客户的技巧提升正面价值，延长客户的满足感完美的服务弥补弹回式服务弥补技巧掌握有效抚慰情绪高度激动客户的方法学员感言： 服务客户务实性强，善于抓住客户核心需求和实际问题进行咨询、培训服务。 青岛张伟 霄隆置业 王晓丽 ? 栾老师的讲课让我感到震撼，她的职业规范，激励技巧等优良风范将对我的终身产生影响。 华润地产董小明 ? 栾老师有着深厚的理论和实践底蕴，对中国本土企业成长发展及管理运营有着深刻理解，我决心以她为榜样，好好的做出一番成就。 海信地产 宋靓 the same direction of rotation 90 ° or 180 ° for; after each disc rotor when measuring position alignment of the two half coupling constant, should also be in terms of accuracy and consistency. Surface deviation measurement, must in every 180 degrees corresponding to the two radii are equal to each other in order to eliminate errors caused by movement of the rotor. Only a support bearing of the rotor, WA couplings, such as the use of temporary leave the Center, should pay attention to keep the rotor in the measuring process in the center of the bearing oil retaining the nest does not change. Steam oil block, there should be sufficient clearance between the rotor and, in rotors make sure rotor is not on the block or seal oil. At the time of measurement, connections are not allowed between two rotors, each in a free State. Not allowed in case of assembled sleeve, Center work on the toothed coupling. Coupling tool should have adequate stiffness, installation must be secure and reliable. Coupling Center using a dial indicator, the table should be put in prison and avoid touching, t