Message-ID: <20130522012002341746@flysheet.com.cn>
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To: <lojban@lojban.org>
Subject: =?gb2312?B?cmptZ2FbyOe6zszhyf2/zbunt/7O8bXEserXvKO/?=
Date: Wed, 22 May 2013 01:19:53 +0800
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 Content preview:  lojban@lojban.org; 【 精妙优质客户服务与客户投诉、抱怨处理技巧提升
    】 时 间：2013年05月23-24日(北 京) 时 间：2013年05月30-31日(深 圳) 时 间：2013年06月20-21日(上
    海) 时 间：2013年06月27-28日(北 京) 时 间：2013年07月11-12日(深 圳) 【适合对象】：客户服务经理、主管、客户服务人员、销售代表、市场部及相关人员。
    【课程简介】： 企业的竟争已经由产品及价格转移到对客户的竟争，客户服务已经成为主宰企业生
    死存亡的。客户服务体系的宗旨是“客户永远是第一位”，从客户的实际需求出发，
    为客户提供真正有价值的服务，帮助客户更好地使用产品。体现了“良好的客服形象、
    良好的技术、良好的客户关系、良好的品牌”的核心服务理念，要求以最专业性的服
    务队伍，及时和全方位地关注客户的每一个服务需求，并通过提供广泛、全面和快捷
    的服务，使客户体验到无处不在的满意和可信赖的贴心感受。假如自己有精妙的优质
    客户服务团队、不但可以说服老客户,还可以和新客户建立新的良好合作关 系.令客户满意度提升。
    　客户极之情绪化，故意挑剔我们的产品，指责我们的服务，近乎无理取闹！他们的
    “不满意”比什么都重要，却总是在我们的意料之外！客户服务已成为企业塑造持续
    竞争优势的核心抓手；拥有持续竞争优势的企业的员工也能从战略层面以深邃的客户
    需求先见能力而征服客户、傲视群雄；打造一流的客户服务能力已成为企业竞争的新
    焦点；而客户的不满、抱怨、投诉是企业与客户接触的核心环节，更是企业能否通过
    客户服务水平提升走向辉煌的分水岭；关注对于客户不满、抱怨、投诉的处理是提升
    企业整体服务水平的关键?。 【课程目的】： 有的企业是让客人满意,有的企业是让客人感动，而有的企业是让客人既满意又感
    动。通过课程学习，掌握如何让客户既满意又感动？ 1、超越客户期望的客户服务；
    2、了解优质客户服务的评价指标； 3、了解客户所认为重要的是什么； 4、掌握"客户服务循环"
    的概念，并指能用之于实践； 5、掌握如何提升客户服务技巧； 6、能够知道如何快速解决客户抱怨处理技巧和方法；
    7、善于从过失中尽快恢复并总结教训。提高应变处理投诉问题的能力，并借机把潜
    [...] 
 
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