服务为王-打造五星级客服团队(张嫣老师)（Service is king - build five star customer service team (teacher Zhang Yan)）.docVIP

服务为王-打造五星级客服团队(张嫣老师)（Service is king - build five star customer service team (teacher Zhang Yan)） Service is king - build five star customer service team (teacher Zhang Yan) 07-08 June 2012, Shanghai June 2012 14-15, Shenzhen June 2012 21-22, Beijing Organizer: Huasheng training Suitable for: customer service manager, customer service supervisor, customer service staff, sales representative, marketing department and related staff; Study fee: 2600 yuan / person (handout, lunch, invoice, tea, etc.) -------------------------------------------------------------------------------- [Course Introduction]: What do customers need? Customer service awareness; set up customer service system; set up customer service capability; upgrade customer service skills, handle complaints, customer management, customer service team management -------------------------------------------------------------------------------- [learning content]: Chapter 1: the code of God - what does the customer value most? 1. can help customers solve practical problems 2. reduce customer operating complexity 3. make the service more convenient 4. improve returns 5. win respect 6. loyalty beyond customer expectations 7., break the balance of customer interaction, exceeding customer expectations The second chapter: training the initiative service consciousness let the service become the custom 1. check your current level of service 2. service level measurement index 3. service is doing the details and doing small things 4., service is interpersonal relationship 5. look at customer service in terms of cost and profit 6., service three elements: service strategy, service process, service skills The third chapter: build a first-class customer service system - to build service standardization 1., establish service system Construction and basic framework of service system 2. optimize the service process The meaning of service process in different meanings Main approaches and key points of service process optimizat