卓越的客户服务EXCELLENTCUSTOMERSERVICE概述-Hasani.PPT

卓越的客户服务 EXCELLENT CUSTOMER SERVICE 概述 在每个组织里, 最先接触顾客并让他们留下深刻印象的是前线员工. 顾客对一个组织的评价大多是依据他们起初如何被接待. 从他们的穿着到他们如何与顾客沟通, 这些前线人员代表了公司的形象与服务精神. Overview In every organization, the front-line people, who happen to become those that the customers come into contact, first, are the ones that leave indelible impressions. The way that the customers judge an organization in most cases depends on how they are treated upfront. From the way they dress to the way they communicate with the customers, these front-line people carry with them the image of the company. 学习目标 当上了此课程后, 参与者将能: 学到重要与有效的客户服务技巧 维护公司形象与达致公司目标 学到有效的电话服务技巧? ? Learning Objectives After attending this workshop, participants will be able to: To give them the essential tools required in order to be an effective customer service personnel To constantly take care of the company’s image and to uphold the vision Learn the effective telephone skills 课程内容 ?客户照顾与客户忠诚 您所扮演的角色与责任 您的端庄穿着显示正面形象 了解客户的期盼 与客户保持关系的重要性 创造一个更有附加价值的服务使命来令员工更专注与专业化 常用 “微笑” 来服务 2. ?管理客户之艺术 认出较麻烦的客户并采用正确的方法来应付 客户投诉的价值, 以正面态度来面对客户抱怨 鉴定各种不同的客户需求: 尤其是在服务业这一方面 3. ?聆听的技巧 了解聆听技巧的重要 了解在应付客户时运用聆听技巧的重要性 4. ?在沟通时采用适当的词汇 用良言良语令客户平静下来 语调在成功沟通里的重要角色 富有说服力的语言可获得他人的合作 五个步骤来转化愤怒客户为永久的客户 三个步骤来镇正我们的仪容 5. ?专业的电话技巧 采用4种回答礼仪 微笑的力量 结束对话 如何面对难应付的客户 调整您的电话技巧 1. Customer Care and Customer Loyalty? The importance of your role and responsibility. Grooming well for positive projection. Understanding customer’s?expectations. The importance of maintaining relationship with your customers. Creating a value added service mission in order to continue to be more focused. To constantly apply service with a S.M.I.L.E. ? 2.? The Art of Managing the Customer? Identify difficult customer characteristics and finding the right method to assist them. Explain the value of a complaint.? To collectively identify the types of demands; the common demands apposed by irate customers in the hospitality industry. ??????? ???????????