五星级客服技巧

五星级客服技巧
Five-star Customer Service
忠诚客户是任何公司生意的源泉。不过，您的员工知道怎样赢得和留住客户吗？知道客户的期待并采取相应的行动吗？知道怎样和客户建立长远良好的关系吗？
在此课程中学员将学到很多重要的服务理念和实用的技巧，同时结合您公司的实际订立实践的目标。将给您公司的益处包括：

 服务意识更好
 服务水平更高
 发现新的商机
 更少的客户投诉和不满
 更好的客户关系
 更忠诚的客户
 

课程大纲：

1. 定义五星级客户服务，提升服务态度
 意识到客户服务是竞争利器
 了解客户的需求和期待，定义五星级的客户服务
 衡量我们的表现，找到差距
 如何塑造忠诚客户
 内部和外部客户
 优质客户服务的决定因素
 五星级服务的态度
 决心改善服务态度

2. 给客户良好的第一印象，赢得先机
 关键时刻MOT
 上台了！
 客户如何评判我们
 在电话中塑造良好的第一印象
 记住并使用客户的名字
 将注意力集中在顾客身上

3. 建立长远互利的客户关系，提高忠诚度
 用“客户标尺”来评估客户
 人际关系的重要原则
 让客户有重要感，强化彼此的信任

4. 出色的客户沟通技巧，提升满意度
 为何沟而不通？
 以反馈来连接沟通环路
 征询客户的反馈
 有效提问与聆听技巧
 “说”的要点
 了解各种沟通方式并合理运用

5. 有效处理客户投诉，管理情绪和压力
 投诉抱怨的种类
 以正向的态度面对投诉
 处理投诉的流程
 用聆听、“缓冲”等方法及同理心来处理
 处理投诉时的情绪管理，获得平静心态
 处理投诉的4大要点
 用“有效补偿”的方式来解决问题
 从顾客抱怨中寻求改善

6. 超越客户期望；增加销售
 “更进一步” ，超越客户的期许
 了解顾客终生价值
 在服务中增强销售意识，发现商机
 跟踪客户服务提升后的结果，持续改进
 

时间：2整天，09：30-16：30，12课时
谁将受益于此课程：客户服务经理，大堂经理，客服人员，电话客服等
每班人数：15-25人
培训方式和特色：
1. 在教室中每一堂课都是在接纳、尊重与鼓励的积极气氛中完成。
2. 通过互动的练习 (非单纯听讲)，让你真正掌握技能。
3. 使每位学员有参与感，并感到轻松又有趣。一听就懂，一学就会。
4. 课程的内容实用，而不是深奥复杂的理论，立即能用，一用就灵。

Five-Star Customer Service
Loyal customers. They’re the engine of every business. Yet how do companies equip employees to perform their role of winning and retaining customers? Of figuring out customer priorities? Of applying tested strategies to foster enduring relationships? Soft Strength™ Coaching brings companies the right tools to cultivate valued, lasting customers.
This course will bring you benefits as bellows:

 Better service awareness;
 Improved service quality;
 Practical service skills;
  Friendly and beneficial customer relations;
 Repeat customers;
 Better resolution of customer conflicts;
Course Outline:

1. Defining Superior Service; Improving Service Attitudes
 Understand How Customer Service differentiate you from competitors
 Identify customer needs and Define five-star customer service
 How to make loyal customers
 Internal and external customers
 Measure customer service performance
 Develop right service attitudes
2. Creating Professional First Impression
 Moment Of Truth and On The Stage
 How do customers judge us?
 Pay attention to customers
 Build positive first impression on phone
 Remember and use customers’ names
3. Building Enduring Customer Relations, Increase loyalty
 Use “customer continuum” to profile a client
 Learn important Human Relation Principles
 Make the customer feel important and build trust
4. Communicating with customers effectively, and making them more satisfied
 Communication barriers
 Be responsive
 Effective listening and questioning skills
 Various forms of customer communication

5. Resolving Customer Complaints and Managing Emotion and Stress
 See complaints in a positive view
 Deploy our unique process to work with dissatisfied customers
 Use effective make-ups to solve the problem
 Gain from complaints
 Manage stress and keep a good mood

6. Exceeding Customer Expectations; Discovering Business Opportunities
 “Go Extra Miles”
 Develop selling sense in service
 Set service goals and develop action plan
 continuous improvement

 

Length: Two days, 09:30-16:30
Who will benefit from this course: Managers, Supervisors of service companies, store managers, CS executives, and others who need to build good relations with customers
Class Size: 15-25 participants
Methods and Features:
1. Every class was conducted in a receptive, respectful and encouraging positive atmosphere;
2. The participants are highly involved in the program and the learning is fun and interesting;
3. By interaction and input, the participants will build their successful experience by applying what they learned.
4. New skills will be developed by practice.
 

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