如何提高客服質量--客戶服務

發布時間：2023-08-24 點擊次數：290 來源：企業內訓

授課專家： [劉穎] 授課天數： 5000?天收費標準：價格面議開辦周期：按需開辦，有需要的企業請致電本站客服受訓對象：工程師，客服人員課程目標：提高客戶對企業的忠誠度，提高客戶服務質量課程大綱：工程師服務規范及技能
Service Standard and Skill for Engineers
參加對象: Who should Attend
企業內負責客戶售后的工程師、技術人員、維護保養者 After-sales engineer, technician, and maintenance service people.
課程目標: Course Objective
? 技術服務的基本內容和對企業的意義 Know about the meaning of technical service and its content.
? 良好技術服務的核心標準 Understand the standard of technical service.
? 客戶滿意的服務流程和方法 Master the service process and approach, which makes customer satisfaction.
? 個人的服務技巧 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?
– 產品客服工程師的重要作用 The function for product customer service engineer
– 產品的實物價值和服務價值 Material object value and service value for products
– 客服工程師的職責和角色 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
– 客戶產品售后服務工程師的工作責任 Responsibility for after-sales service engineer
– 客戶產品售后服務工程師的工作流程 Process for after-sales service engineer
– 產品性能解答技巧 Product introduction skill
? 使用知識解答 Operation knowledge introduction
? 保養方法解答 Maintenance introduction
? 制造業服務案例The case study of manufacture service
? 客戶異議和投訴應對技巧 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 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
? 投訴的預防 Complain preventing
? 投訴的記錄和反饋 Feedback and record for complain
? 制造業服務案例The case study of manufacture service
? 客戶跟蹤服務 Follow up service
– 客戶跟蹤服務的概念和意義 The concept and meaning about follow up service
– 客戶跟蹤服務的要點和措施 The key point and process of follow up service
– 客戶滿意度調查 Customer satisfaction survey
– 客戶關系管理 Customer relationship management
? 制造業服務案例The case study of manufacture service
? 服務禮儀 Service etiquette
– 初次訪客的見面規范 Etiquette of first time visit customer
– 靈活應對的非語言技巧 Elastic reply with non-language communication skill
– 個人的職業形象準備 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

培訓師簡介
劉穎女士
劉女士擁有近十年世界500強外企管理經驗，近七年的美國深造與工作經驗，對現代企業培訓管理模式有較深理解，對培訓管理各個職能模塊均有較深入的認識。
劉女士在世界500強外企任中層管理職位期間，在培訓工作方面，參與公司全球的培訓體系構建，并在學院負責課程開發、講授等工作。在學院的歷屆培訓講師評選中，多次獲得由公司客戶、供應商、及員工評選出的“最具親和力講師”和“金牌講師”等獎項。
劉女士是資深管理培訓專家、美國教育學碩士、美國西北理工大學高級培訓師、多所高?？偛门嘤柊嗫妥淌?。
劉女士的培訓課程能巧妙地融合中、西方管理文化，將理論、實踐和趣味相結合，講解深入淺出；寓教于樂，活躍的課堂氣氛，體驗、參與、訓練、講評、互動式的教學方法，讓大家在學中練，練中學；能迅速抓住學員的心理，有很強的現場把握和應變能力。
劉女士擅長企業管理、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，具體如：卓越領導力、中高層經理管理技能與領導力、團隊建設、員工執行力、面試官的面試技巧、企業文化建設、銷售技巧、如何抓住大客戶、客戶服務、培訓師的培訓技巧、企業培訓管理技能提升、商務談判、高效溝通、情緒管理、客戶管理、商務禮義、團隊激勵激發內心動力、人力資源管理、員工忠誠打造、應聘與面試技巧訓練等。
劉女士曾經培訓咨詢過的客戶有：
上海三盛投資集團、中石油、家樂福、日本工業株式會社、挪威船級社、盛世博陽（上海）暖通科技有限公司、摩托羅拉、聯想集團、坦能清潔系統設備（上海）有限公司、國家電網、德國大眾、GE、HP、SONY、SK、PPR、ORACLE、愛立信、首鋼集團、施耐德電氣、華為公司、美國鋁業、紅蜻蜓鞋業、達芙妮、漢高中國投資公司、新東方教育集團、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、美的集團、小天鵝、上海電氣、商務部、青島市政府、中南集團、上海東方醫院、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 - 啟發式、互動式教學 - 小組討論 - 案例分析
- 角色扮演 - 觀看錄象 - 練習