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优良客户服务的管理

Managing Customer Service

两天中文课程 2 Days Chinese Seminar

培训受益 BENEFITS

以顾客为中心是企业生存的根本所在。本课程强调的客户服务不仅仅是某个部门的责任，而是整个企业发展的宗旨。因此，让参训者学会透过成本/利益分析理解客户服务的真正内涵，把握最新的TQM的运用技巧和建立客户服务体系，改进客户服务管理以及处理客户关系的要节，提高整个企业客户管理和客户服务的效率与质量是本课程的受益之所在。

Companies must become more customer-focused in a market economy or failure is imminent. This seminar emphasizes that customer service is not only a departmental responsibility, but a philosophy of the company. This seminar aims at helping trainees understand the meaning of customer service with step-by-step cost / benefit analysis, learn to apply the latest techniques of TQM, master the key points to establish, customer service system, improve your customer service management and handle transaction with customers.

培训对象 WHO SHOULD ATTEND

企业客户服务部代表、主管、经理、销售部代表、工程师、主管和经理以及直接或间接与客户接触的各部门人员。

Representatives, supervisors and managers of customer service and sales department, sales engineers, anyone who deals directly or indirectly with customers.

培训大纲 SEMINAR OUTLINE

客户服务定义与作用评价分析与辨别客户满意度的真正目的客户服务是部门责任还是企业行为如何创造真正以客户为中心的管理服务体系用成本、销售和机会来表达客户的争议和问题服务成果和服务质量体现的效益与回报正确地评估客户服务与投资回报	The Definition and Role of Customer Service Define the customer satisfaction Customer service is the responsibilities of the department concerned or that of the whole company How to produce a truly customer-focused customer service system Communicate customer issue and problems in terms of cost, sales and opportunity Use service issues and measurement to create efficiencies Evaluate return o investment in customer service
建立客户反应计划系统有效客户服务制度的建立建立偿还计划，限定部门所做的事用“有生命力的计划”激励团队与雇员用成本和财务分析来帮助创立团队参与的力度让客户服务参与新产品开发和市场拓展	Developing a Customer Responsive Planning System Plan effective customer service systems Develop a payback plan, define what the department does Motivate teams and employees by a living plan Use cost and financial analysis to help create team involvement Get customer services involved with new product and market development
客户服务人员训练与服务团队建立客户服务代表应具备的主要条件为客户导向进行指导和咨询处理与客户交往的技巧 - 如何处理客户投诉 - 解决问题的有效技巧 - 对待难对付的顾客 - 从内部阻止反复发生的问题 - 如何帮助团队控制紧张情绪客户导向支援系统的建立 - 引导公司开展以客户为中心活动的有效方法 - 收入分享、盈利分享和客户支援系统的建立 - 争取其他部门、机构对客户服务的参与	Training Customer Service Representatives and Creating the Effective Team Core competencies for and effective customer service representative Coach and counsel to produce customer orientation Handle transactions with customers - How to handle complaints - Effective problem solving techniques - Dealing with difficult customers - How to work internally to stop recurring problems - How to help the team control stress Develop customer-oriented reinforcement systems - Leading a corporate-wide customer focus - Gain sharing, profit sharing and establish customer-oriented reinforcement systems - Get the other departments involved with customer service
客户服务质量和国际标准化组织客户服务的标准化和公司承诺制度的建立建立客户服务的评估标准和操作程序优良客户服务管理的流程图和决策树	Customer Service, Quality and ISO The customer service role in standardization and in developing corporate promises Developing standards and operate process to evaluate performance Flow chart and decision trees
客户服务的衡量方法如何进行有效的意见调查调查的优点和缺点分析调查结果的局限性利用自己的队伍收集情况进行市场研究	Measuring Proactive Customer Service How to create effective opinion surveys Advantages and disadvantages of surveys analysis Limitation of survey results Using your team to generate information and make market research
客户导向的领导有效的领导技巧，树立乐观情绪避免客户服务经理最常见十个问题从工程、运输、生产部门获得信息，改善服务从市场、销售、广告策划部门展现服务品质客户服务的变动管理	Customer-oriented Leadership Proven leadership skills, build optimism Avoid 10 most frequently found traits of unsuccessful service managers How to get information and improve management from engineering, shipping, production departments Show service quality through marketing, sales and advertisement planning department Change management of customer service

培训方式 TRAINING WAYS

专家讲授、研讨、活动体验、小组讨论、案例分析、角色扮演、量表测验

Lecturing, case study, role playing, games, group discussion, test

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