售后服务培训方案.docxVIP

售后服务培训方案

目录

一、前言....................................................3

二、售后服务知识体系........................................3

2.1基本概念.............................................4

2.2售后服务流程.........................................5

2.3售后服务内容.........................................6

2.4售后服务标准.........................................7

三、售后服务技能培训........................................8

3.1沟通技巧.............................................9

3.2技术支持............................................10

3.3故障排查............................................11

3.4问题解决............................................12

3.5客户关系管理........................................14

四、售后服务意识培养.......................................15

4.1服务态度............................................16

4.2服务意识............................................17

4.3客户满意度..........................................18

4.4团队协作............................................19

五、售后服务管理体系建设...................................20

5.1培训体系............................................21

5.2质量监控............................................22

5.3持续改进............................................23

5.4评估与反馈..........................................24

六、售后服务工具与技术支持.................................25

6.1工具使用............................................26

6.2软件支持............................................27

6.3硬件支持............................................28

七、售后服务团队建设.......................................29

7.1团队组建............................................30

7.2团队文化............................................31

7.3团队激励............................................32

7.4团队沟通............................................33

八、售后服务风险防范与应对.................................35

8.1风险识别............................................36

8.2风险预防............................................37

8.3风险应对............................................38

8.4风险控制...................................