精品公開課
當前位置: 主頁 > 核心服務 > 精品公開課 >

優質客戶服務與客戶投訴、抱怨處理技巧提升

 文章來源:久久影院企管 時間:2019-08-13 14:08
分享到:
優質客戶服務與客戶投訴、抱怨處理技巧提升
課程時間:2019年9月25-26日深圳     
課程費用:3800元/人(教材、午餐及茶點等)
培訓對象:客戶服務經理、客戶服務主管、客戶服務人員、銷售代表、市場部及相關工作人員。      
課 程 背 景                                                                                                                          
     企業的竟爭已經由產品及價格轉移到對客戶的竟爭,客戶服務已經成為主宰企業生死存亡的。客戶服務體係的宗旨是“客戶永遠是第一位”,從客戶的實際需求出發,為客戶提供真正有價值的服務,幫助客戶更好地使用產品。體現了“良好的客服形象、良好的技術、良好的客戶關係、良好的品牌”的核心服務理念,要求以最專業性的服務隊伍,及時和全方位地關注客戶的每一個服務需求,並通過提供廣泛、全麵和快捷的服務,使客戶體驗到無處不在的滿意和可信賴的貼心感受。假如自己有精妙的優質客戶服務團隊、不但可以說服老客戶,還可以和新客戶建立新的良好合作關係.令客戶滿意度提升。         
       客戶極之情緒化,故意挑剔我們的產品,指責我們的服務,近乎無理取鬧!他們的“不滿意”比什麽都重要,卻總是在我們的意料之外!客戶服務已成為企業塑造持續競爭優勢的核心抓手;擁有持續競爭優勢的企業的員工也能從戰略層麵以深邃的客戶需求先見能力而征服客戶、傲視群雄;打造一流的客戶服務能力已成為企業競爭的新焦點;而客戶的不滿、抱怨、投訴是企業與客戶接觸的核心環節,更是企業能否通過客戶服務水平提升走向輝煌的分水嶺;關注對於客戶不滿、抱怨、投訴的處理是提升企業整體服務水平的關鍵?。                                                              
                                                                                                                                                   
課 程 目 的                                                                                                                             
有的企業是讓客人滿意,有的企業是讓客人感動,而有的企業是讓客人既滿意又感動。通過課程學習,掌握如何讓客         
戶既滿意又感動?                                                                                                                    
1、超越客戶期望的客戶服務;                                                                                            
2、了解優質客戶服務的評價指標;                                                                                      
3、了解客戶所認為重要的是什麽;                                                                                      
4、掌握"客戶服務循環" 的概念,並指能用之於實踐;                                                         
5、掌握如何提升客戶服務技巧;                                                                                          
6、能夠知道如何快速解決客戶抱怨處理技巧和方法;                                                         
7、善於從過失中盡快恢複並總結教訓。提高應變處理投訴問題的能力,並借機把潛在的客戶抱怨轉成公司致勝的計會。                                                                                                                                             
                                                                                                                                                   
課 程 大 綱                                                                                                                             
 第一部分、 培養積極主動的服務意識                                                                                      
 一、認識服務?                                                                                                                        
1、服務的三個層次                                                                                                                  
◇ 超越期望值服——忠誠度                                                                                                     
客人的忠誠度是企業的核心竟爭優勢                                                                                        
 ——案例:價值650億美金可口可樂公司,被轟炸後可在一個月內恢複                                   
◇ 附加值服務——滿意度                                                                                                         
 ——案例:附加值增值服務所帶來的效益                                                                                 
 ◇ 基本服務——無怨言                                                                                                            
 2、客人滿意的三個層麵                                                                                                           
◇ 商品——直接                                                                                                                       
◇ 服務——直接                                                                                                                     
◇ 企業形象——間接                                                                                                                
3、客人滿意服務的5個因素                                                                                                    
◇ 可靠性——態度                                                                                                                   
◇ 響應性——反應                                                                                                                   
◇ 安全性——專業                                                                                                                   
◇ 移情性——耐心                                                                                                                   
 ◇ 有形性——儀容                                                                                                                   
 4、優質的客戶服務表現——查查你現在的服務水平                                                                 
——小組研討:客戶為何不滿                                                                                                  
——現場模擬:服務目標:                                                                                                      
在最短的時間,用最少的資源,花最小的努力,取得最快速、達到最有效的服務水準。                             
第二部分  構建一流的客戶服務體係                                                                                        
——完善的的客戶服務體係是整體服務潛力發揮的可靠保障                                                                                       
一、認識客戶服務體係                                                                                                             
1、客戶服務體係的框架                                                                                                           
 2、優化客戶服務流程                                                                                                               
——小組討論:著名企業的客戶服務體係案例研討                                                                   
3、提升客戶服務標準                                                                                                               
◇ 服務標準由誰決定                                                                                                                
◇ 我的行為如何影響服務標準                                                                                                  
◇ 服務標準提升與完善的機製保障                                                                                           
 ——現場演練:問題導向                                                                                                         
4、客戶服務管理體係的製度、規範、文件                                                                              
◇ 客戶服務管理相關製度包含的主要內容                                                                                
◇ 客戶服務管理製度建設的幾種思路                                                                                       
◇ 客戶服務管理製度建設與發展的原則                                                                                    
——案例分享客戶服務管理製度                                                                                                                                                      
 第三部分  客戶滿意度與忠誠度管理                                                                                        
 一、影響客戶滿意度的三個原因                                                                                               
1、產品/服務與客戶需求之間匹配的程度(match)                                                              
2、質量/服務本身的質量(quality)                                                                                     
3、價格(price)                                                                                                                    
二、客戶滿意度提升與客戶服務的密切關係                                                                              
1、客戶挽留策略                                                                                                                      
2、建立客戶忠誠度的核心紐帶                                                                                                 
3、忠誠客戶到客戶忠誠                                                                                                           
◇ 要吸引一個客人,所花費的成本是要比留住一個客人的成本5——7倍;                             
◇ 要消除一個負麵印象,需要12個正麵印象才能彌補;——小李看相好與壞相。                   
◇ 企業為補救服務品質欠佳的首次消費者的印象,往往要多花25%至50%的成本。                
 ◇ 一百位滿意的客人可衍生出15位新客人;                                                                           
◇ 每一位抱怨的客人背後,其實還有20個客人不滿意(告訴其他人);                                 
◇ 提高客人的忠誠度利潤可增長5至17倍;使客人的忠誠度提高5%,企業的增長利潤可達到25%至85%;       
4、客人忠誠度的重要性                                                                                                           
◇ 90%的客人會避開差的服務公司                                                                                           
◇ 80%的客人會找服務好的公司;                                                                                           
◇ 20%的客人為得到好服務,寧願多花錢;                                                                             
 ◇ 回頭客會為公司帶來50%——80%的利潤;                                                                         
案例分析帶給的啟示——寧願一人來千回,不願千人來一回,做好服務是保證企業成功的秘訣。      
第四部分 客戶服務人員的能力提升                                                                                          
一、客戶到底要買什麽                                                                                                             
 服務代表的能力                                                                                                                
→? A-- Authority Action                                                                                                       
→? E-- Education                                                                                                                  
→? H-- Humor                                                                                                                       
→? L-- Listen                                                                                                                         
→? N-- Needs                                                                                                                        
→? P-- Passion                                                                                                                      
 →? S-- Service Smart Smile & Speech                                                                               
——分享:客戶服務代表的素質---3H1F (Head Heart Hand Foot)                                                    
 第五部分  投訴是金——正確認識客戶投訴                                                                             
一、客戶投訴產生的原因                                                                                                          
二、客戶投訴產生的目的                                                                                                          
三、客戶投訴產生的好處                                                                                                          
四、企業流失客戶的主要原因                                                                                                   
                                                                                                                                                   
第六部分  處理客戶投訴的方法                                                                                               
一、處理投訴的基本方法                                                                                                          
二、處理升級投訴的技巧                                                                                                        
三、處理疑難投訴的技巧                                                                                                          
四、盡最大努力讓客戶滿意是處理客戶抱怨時的積極態度                                                         
五、處理客戶投訴是在尋找雙贏的平衡點                                                                                 
六、彈回式服務彌補技巧(BouncingBack);                                                                       
七、掌握有效撫慰情緒高度激動客戶的方法;                                                                         
——案例分析:總結與演練處理客戶抱怨的六步絕招                                                               
——角色扮演:演練接待投訴的CLEAR技巧                                                                           
八、處理顧客投訴與抱怨的方法                                                                                               
九、重大投訴處理                                                                                                                    
十、不回避並找出原因                                                                                                            
 總結:  前事不忘,後事之師                                                                                                
 ——視頻分享及案例分析: 鬆下的客戶抱怨中心                                                                    
                                                                                                                                           
講師介紹:敦平老師                                                                                                                        
秘書協會首席顧問及最受學員喜愛的高級培訓師                                                                       
富士康“通用管理課程”“人力資源係列課程”特聘講師                                                                      
經曆與風格                                                                                                                               
     8年專職教師、2年谘詢顧問、10年企業行政秘書管理經驗,曆經多個行業。根據多年的授課經驗,通過對企業行及管理人員的不斷培訓、實踐、思考,尤其是與學員的互動,在探索中不斷完善和改進,逐步形成課堂上最吸引受訓人員的是其典型案例分析、互動研討感悟、精辟總結升華、實務操作練習相結合的培訓形式,使得有一定管理實踐經驗的學員產生豁然開朗、耳目一新的感覺。培訓風格深入淺出、條理清晰、課堂氣氛輕鬆,實戰性強。      
敦平老師是一位深圳民企的優秀高層管理者,在企業受大環境影響,許多企業遇到危機,敦平老師臨危授命企業高管,在企業資金短缺,市場份額減少的情況下,用切合企業實際的管理方式和科學的管理方法,幫助了多家民企度過難關,由於敦平老師有較強的企業操作實踐能力和較好的理論功底,課程案例真實、鮮活且有實用性,更加貼近       
     企業實際,贏得學員們的認可。                                                                                               
                                                                                                                                                   
     部分培訓過的企業                                                                                                                    
     地產業:勤誠達國際控股集團(房地產);深圳泰富華地產;長城物業;佛山萬科物業;東莞匯景地產;貴陽家喻地產;廣東大航地產;汕頭宜華地產;成都樂安居地產、物業;福建雲頂地產;重慶華都地產……                                                                                  
     製造業:富士康集團(深圳、北京、天津);聯益達科技有限公司;方正微電子有限公司;台資德愛電子;比克電池;深圳格瑞普電池;中諾電話;中宇元一數碼科技有限公司;深圳天基電氣;深圳國立智能電力科技有限公司;揚州亞普汽車;揚州寶宏集團……                                                                                                                      
     其它:深圳公安係統;深圳燃氣集團;深圳國通集團、南方電網、浙江移動通信;上海通用大興汽車集團;廣州匯豐鵬汽車4S店;中國企業大學(深圳市職業經理);貴州家喻裝飾、成都農業銀行;深圳職業訓練學院;山西太原晉商銀行;山西太原農村信用社;廣西北海旅遊從業人員培訓(酒店賓館、旅行社)……                           
 
分享到:

百強企業名師

實戰落地課程

谘詢式診斷模式

持續跟蹤輔導

大量谘詢案例

走進久久影院

核心服務

核心講師

客戶案例

久久影院動態

研究觀點

久久影院企業培訓公眾號