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备注:
1. 凡参加认证的学员，在培训结束参加考试合格者由<<国际职业认证标准联合会>>颁发《客户管理师》国 际国内中英文版双职业资格证书，（国际国内认证／全球通行／社会认可/官方网上查询）；
2．凡参加认证的学员须课前准备大一寸红底或蓝底数码照片；
3．课程结束后20个工作日内将证书快递寄给学员；
4．可申请中国国家人才网入库备案。

垂·询·热·线：上海：021-3100 6787、北京：010-5129-9910

在·线·QQ·微信：1368751945     1-3-3-8-1-8-1-1-9-1-9  吕小姐

课程背景：
　　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，并借机把潜在的客户抱怨转成公司致胜的机会。

讲师介绍：【敦平】
* 众人行管理培训专家
* 秘书协会首席顾问及最受学员喜爱的高级培训师
* 富士康"通用管理课程""人力资源系列课程"特聘讲师

经历与风格:
　　8年专职教师、2年咨询顾问、10年企业行政秘书管理经验，历经多个行业。根据多年的授课经验，通过对企业行政及管理人员的不断培训、实践、思考，尤其是与学员的互动，在探索中不断完善和改进，逐步形成课堂上最吸引受训人员的是其典型案例分析、互动研讨感悟、精辟总结升华、实务操作练习相结合的培训形式，使得有一定管理实践经验的学员产生豁然开朗、耳目一新的感觉。培训风格深入浅出、条理清晰、课堂气氛轻松，实战性强。
　　敦平老师是一位深圳民企的优秀高层管理者，在企业受大环境影响，许多企业遇到危机，敦平老师临危授命企业高管，在企业资金短缺，市场份额减少的情况下，用切合企业实际的管理方式和科学的管理方法，帮助了多家民企度过难关，由于敦平老师有较强的企业操作实践能力和较好的理论功底，课程案例真实、鲜活且有实用性，更加贴近企业实际，赢得学员们的认可。

主打课程:
《精妙优质客户服务与客户投诉、抱怨处理技巧提升》
《如何有效处理客户投诉》
《企业行政管理系列课程》
《职业化——成就事业秘书的金钥匙》
《人力资源管理实务系列课程…》
《商务公文写作》
《如何有效带领你的部属》
《企业内训师培训及培训体系建立》
《九型人格与管理》
《优秀员工心态与团队建设》
《商务礼仪与职业形象》
《有效沟通技巧》

课程大纲：
第一部分、 培养积极主动的服务意识
一、认识服务？
1、服务的三个层次
   超越期望值服——忠诚度
   客人的忠诚度是企业的核心竟争优势
   ——案例：价值650亿美金可口可乐公司，被轰炸后可在一个月内恢复
   附加值服务——满意度
   ——案例：附加值增值服务所带来的效益
   基本服务——无怨言
2、客人满意的三个层面
　 商品——直接
　 服务——直接
　 企业形象——间接
3、客人满意服务的5个因素
　 可靠性——态度
　 响应性——反应
　 安全性——专业
　 移情性——耐心
   有形性——仪容
4、优质的客户服务表现——查查你现在的服务水平
　 ——小组研讨：客户为何不满
　 ——现场模拟：服务目标：
　 在最短的时间，用最少的资源，花最小的努力，取得最快速、达到最有效的服务水准。

第二部分  构建一流的客户服务体系
——完善的的客户服务体系是整体服务潜力发挥的可靠保障
一、认识客户服务体系
1、客户服务体系的框架
2、优化客户服务流程
　 ——小组讨论：著名企业的客户服务体系案例研讨
3、提升客户服务标准
　 服务标准由谁决定
　 我的行为如何影响服务标准
　 服务标准提升与完善的机制保障
　 ——现场演练：问题导向
4、客户服务管理体系的制度、规范、文件
　 客户服务管理相关制度包含的主要内容
　 客户服务管理制度建设的几种思路
　 客户服务管理制度建设与发展的原则
   ——案例分享客户服务管理制度

第三部分  客户满意度与忠诚度管理
一、影响客户满意度的三个原因
1、产品/服务与客户需求之间匹配的程度（match）
2、质量/服务本身的质量（quality）
2、价格（price）
二、客户满意度提升与客户服务的密切关系
1、客户挽留策略
2、建立客户忠诚度的核心纽带
3、忠诚客户到客户忠诚
　 要吸引一个客人，所花费的成本是要比留住一个客人的成本5——7倍；
　 要消除一个负面印象，需要12个正面印象才能弥补；——小李看相好与坏相。
　 企业为补救服务品质欠佳的首次消费者的印象，往往要多花25%至50%的成本。
　 一百位满意的客人可衍生出15位新客人；
　 每一位抱怨的客人背后，其实还有20个客人不满意（告诉其他人）；
　 提高客人的忠诚度利润可增长5至17倍；使客人的忠诚度提高5%，企业的增长利润可达到25%至85%；
4、客人忠诚度的重要性
　 90%的客人会避开差的服务公司
　 80%的客人会找服务好的公司；
　 20%的客人为得到好服务，宁愿多花钱；
　 回头客会为公司带来50%——80%的利润；
　 案例分析带给的启示——宁愿一人来千回，不愿千人来一回，做好服务是保证企业成功的秘诀。

第四部分 客户服务人员的能力提升
一、客户到底要买什么
　  服务代表的能力
　  →A——Authority Action
　  →E——Education
　  →H——Humor
　  →L——Listen
　  →N——Needs
　  →P——Passion
　  →S——Service Smart Smile ＆ Speech
    ——分享：客户服务代表的素质---3H1F （Head Heart Hand Foot）

第五部分  投诉是金——正确认识客户投诉
一、客户投诉产生的原因
二、客户投诉产生的目的
三、客户投诉产生的好处
四、企业流失客户的主要原因

第六部分  处理客户投诉的方法
一、处理投诉的基本方法
二、处理升级投诉的技巧
三、处理疑难投诉的技巧
四、尽最大努力让客户满意是处理客户抱怨时的积极态度
五、处理客户投诉是在寻找双赢的平衡点
六、弹回式服务弥补技巧（BouncingBack）；
七、掌握有效抚慰情绪高度激动客户的方法；
　　——案例分析：总结与演练处理客户抱怨的六步绝招
　　——角色扮演：演练接待投诉的CLEAR技巧
八、处理顾客投诉与抱怨的方法
九、重大投诉处理
十、不回避并找出原因
　　总结：　 前事不忘，后事之师
　　——视频分享及案例分析： 松下的客户抱怨中心

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