如何提高客服質(zhì)量--客戶服務(wù)

發(fā)布時間：2023-08-24 點(diǎn)擊次數(shù)：235 來源：企業(yè)內(nèi)訓(xùn)

授課專家： [劉穎] 授課天數(shù)： 5000?天收費(fèi)標(biāo)準(zhǔn)：價格面議開辦周期：按需開辦，有需要的企業(yè)請致電本站客服受訓(xùn)對象：工程師，客服人員課程目標(biāo)：提高客戶對企業(yè)的忠誠度，提高客戶服務(wù)質(zhì)量課程大綱：工程師服務(wù)規(guī)范及技能
Service Standard and Skill for Engineers
參加對象: Who should Attend
企業(yè)內(nèi)負(fù)責(zé)客戶售后的工程師、技術(shù)人員、維護(hù)保養(yǎng)者 After-sales engineer, technician, and maintenance service people.
課程目標(biāo): Course Objective
? 技術(shù)服務(wù)的基本內(nèi)容和對企業(yè)的意義 Know about the meaning of technical service and its content.
? 良好技術(shù)服務(wù)的核心標(biāo)準(zhǔn) Understand the standard of technical service.
? 客戶滿意的服務(wù)流程和方法 Master the service process and approach, which makes customer satisfaction.
? 個人的服務(wù)技巧 Grasp service skills.

課程大綱: Course Outline
? 客服工程師的基本概念 The concept of customer service engineer
– 什么是客服工程師？What is customer service engineer?
– 產(chǎn)品客服工程師的重要作用 The function for product customer service engineer
– 產(chǎn)品的實(shí)物價值和服務(wù)價值 Material object value and service value for products
– 客服工程師的職責(zé)和角色 the role and responsibility of customer service engineer
? 客服工程師的工作技巧和工作流程 Job skills and work process for customer service engineer
– 客戶產(chǎn)品售后服務(wù)工程師的工作責(zé)任 Responsibility for after-sales service engineer
– 客戶產(chǎn)品售后服務(wù)工程師的工作流程 Process for after-sales service engineer
– 產(chǎn)品性能解答技巧 Product introduction skill
? 使用知識解答 Operation knowledge introduction
? 保養(yǎng)方法解答 Maintenance introduction
? 制造業(yè)服務(wù)案例The case study of manufacture service
? 客戶異議和投訴應(yīng)對技巧 Complain answering skill
– 處理投訴原則和目的 Complain processing principle and purpose
– 處理客戶投訴的步驟 Complain processing steps
– 處理客戶投訴的注意事項(xiàng) Matters needing attention for complain processing
– 不同投訴的處理技巧 Different complain processing skills
– 投訴管理制度 Complain management system
? 投訴的獲取 Complain gathering
? 投訴的預(yù)防 Complain preventing
? 投訴的記錄和反饋 Feedback and record for complain
? 制造業(yè)服務(wù)案例The case study of manufacture service
? 客戶跟蹤服務(wù) Follow up service
– 客戶跟蹤服務(wù)的概念和意義 The concept and meaning about follow up service
– 客戶跟蹤服務(wù)的要點(diǎn)和措施 The key point and process of follow up service
– 客戶滿意度調(diào)查 Customer satisfaction survey
– 客戶關(guān)系管理 Customer relationship management
? 制造業(yè)服務(wù)案例The case study of manufacture service
? 服務(wù)禮儀 Service etiquette
– 初次訪客的見面規(guī)范 Etiquette of first time visit customer
– 靈活應(yīng)對的非語言技巧 Elastic reply with non-language communication skill
– 個人的職業(yè)形象準(zhǔn)備 The preparation of personal professional image
– 接待客戶的一般禮儀 The ordinary etiquette to serve the customer
課時Duration：2天，每天6小時2-days, 6-hour per day

老師介紹：劉穎

培訓(xùn)師簡介
劉穎女士
劉女士擁有近十年世界500強(qiáng)外企管理經(jīng)驗(yàn)，近七年的美國深造與工作經(jīng)驗(yàn)，對現(xiàn)代企業(yè)培訓(xùn)管理模式有較深理解，對培訓(xùn)管理各個職能模塊均有較深入的認(rèn)識。
劉女士在世界500強(qiáng)外企任中層管理職位期間，在培訓(xùn)工作方面，參與公司全球的培訓(xùn)體系構(gòu)建，并在學(xué)院負(fù)責(zé)課程開發(fā)、講授等工作。在學(xué)院的歷屆培訓(xùn)講師評選中，多次獲得由公司客戶、供應(yīng)商、及員工評選出的“最具親和力講師”和“金牌講師”等獎項(xiàng)。
劉女士是資深管理培訓(xùn)專家、美國教育學(xué)碩士、美國西北理工大學(xué)高級培訓(xùn)師、多所高?？偛门嘤?xùn)班客座教授。
劉女士的培訓(xùn)課程能巧妙地融合中、西方管理文化，將理論、實(shí)踐和趣味相結(jié)合，講解深入淺出；寓教于樂，活躍的課堂氣氛，體驗(yàn)、參與、訓(xùn)練、講評、互動式的教學(xué)方法，讓大家在學(xué)中練，練中學(xué)；能迅速抓住學(xué)員的心理，有很強(qiáng)的現(xiàn)場把握和應(yīng)變能力。
劉女士擅長企業(yè)管理、人力資源管理、銷售管理、TTT、溝通和演講、人本管理等方面的培訓(xùn)，具體如：卓越領(lǐng)導(dǎo)力、中高層經(jīng)理管理技能與領(lǐng)導(dǎo)力、團(tuán)隊(duì)建設(shè)、員工執(zhí)行力、面試官的面試技巧、企業(yè)文化建設(shè)、銷售技巧、如何抓住大客戶、客戶服務(wù)、培訓(xùn)師的培訓(xùn)技巧、企業(yè)培訓(xùn)管理技能提升、商務(wù)談判、高效溝通、情緒管理、客戶管理、商務(wù)禮義、團(tuán)隊(duì)激勵激發(fā)內(nèi)心動力、人力資源管理、員工忠誠打造、應(yīng)聘與面試技巧訓(xùn)練等。
劉女士曾經(jīng)培訓(xùn)咨詢過的客戶有：
上海三盛投資集團(tuán)、中石油、家樂福、日本工業(yè)株式會社、挪威船級社、盛世博陽（上海）暖通科技有限公司、摩托羅拉、聯(lián)想集團(tuán)、坦能清潔系統(tǒng)設(shè)備（上海）有限公司、國家電網(wǎng)、德國大眾、GE、HP、SONY、SK、PPR、ORACLE、愛立信、首鋼集團(tuán)、施耐德電氣、華為公司、美國鋁業(yè)、紅蜻蜓鞋業(yè)、達(dá)芙妮、漢高中國投資公司、新東方教育集團(tuán)、中國南車、工商銀行、華爾街英語、米其林中國投資有限公司、椰樹集團(tuán)、美的集團(tuán)、小天鵝、上海電氣、商務(wù)部、青島市政府、中南集團(tuán)、上海東方醫(yī)院、美國華特迪士尼、格蘭富中國公司、喜利得中國公司、LG等。
Brief Introduction of the Trainer
Ms. Liu
Ms. Liu lived in US for over six years got bachelor and master degree there, worked in top 500 MNC in a senior trainer role for over eight years.

As a visiting professor at many universities such as Tsinghua University and etc.

Training in modern enterprise management mode of a deeper understanding of the various functions of the training management module has more in-depth understanding. Top 500 MNC in the world, either during the mid-level management positions in training, the training system in the global construction company, and the institute is responsible for curriculum development, teaching and so on. Training instructor in the institute of previous selection, the company has won customers, suppliers, and staff selected the "most affinity lecturer," "Gold lecturer," and other awards. Understanding of modern enterprise management pattern and practice of training experience, management of various functional modules of training are more in-depth understanding.

Courses will be profound traditional Chinese culture and Western modern enterprise management integration, to extract a set of features for domestic enterprises and enterprise employees the values and characteristics of the Code of Conduct. Case of a rich curriculum, language lively and easy to understand, enlightening, enlightenment and strong. Personal wealth of experience and understanding the language through lively interaction with the students and to share experiences with each other. The curriculum, such as spring breeze was blowing, touch hearts, memorable, by businesses and students praise.
Ms. Liu had training consultation of customers are: Ericsson, Michelin, Wall Street Institute, GE、HP、SONY、SK、PPR、ORACLE ，ICBC, Henkel, CSR, Daphne, Sinopec，Sunivo Supply Chain Management Co., Led,Hilti China Ltd, GRUNDFOS China, DET NORSKE VERITAS, Walt Disney US, Shanghai Electric, Ministry of Commerce, P.R. Chaina, Shanghai SANSheng investment group, Japan Carl encapsulate instrument, Red 100 international lighting, ChengShiBo Yang (Shanghai) HVAC technology, TANNENG clean system equipment (Shanghai), BODA data communication, Tianjin Jinpeng model steel profile, Red dragonfly shoes industry, Xinguang jewelry, Hangxiao Steel structure, Bonas group , Bao Steel Xinjiang Bayi Iron & Steel, Coconut palm group, Midea group, Little swan, LG Debon etc.

課程形式： - 講授 - 啟發(fā)式、互動式教學(xué) - 小組討論 - 案例分析
- 角色扮演 - 觀看錄象 - 練習(xí)

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