如何成为良好的智慧客服人员英文版.pptx

Professional Development ProgramJ. Walter Thompson Toolbox Learning SeriesJWT Toolbox Learning SeriesProfessional Development SkillsHow to Become an Account PersonJWT Toolbox Learning SeriesTo Talk about…What our business isWhat the job is all aboutWhat the role of us isHow to be most effective and creative.Look at othersA Service BusinessWhat are services?Services are deeds, processes, and performances to fulfill customers’ needs and achieve their satisfaction based on perceived expectation. Differences in goods versus servicesIntangibilityHeterogeneitySimultaneous production and consumptionPerishabilityService QualityClients’ expectations and perceptions are central in the delivery of excellent service.Expected ServiceGAPPerceived ServiceA Service OrganizationCompany(Management)Internal marketing“enabling the promise”External marketing“setting the promise”CustomersEmployeesExpanded Marketing MixExpanded marketing mix for services:ProductPlacePromotionPricePeoplePhysical EvidenceProcess7P’s if make it simpleAn Agency PersonNot only providing servicesBut also marketing servicesAccount Person The only person in the Agency wearing many different hats - ALL AT ONCE! That is what makes it hard yet fun.Account PersonBut… All too often difficult to maintain a clear perspective on priorities!What the Job is Really About1. Understanding & Interpreting the Client’s wants & needs.2. Leading the agency/client team to a Brand Vision.3. Briefing & co-ordinating specialist departments.4. Uniting clients & agency in an atmosphere of trust, energy & enthusiasmTo make it simpler…What the Job is Really AboutUnderstand client’s expectations about brand communication.Manage the expectations.Be responsible for the final delivery of services.Fill the GAP!What a JWT Job is Really AboutCreativity make communication vivid and powerful.Creativity belongs to everybody.Creativity could make us valuable to go beyond basic services.Creativity inspire possibilities for better Brand Vision and i