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課程大綱： 
第一章：客戶服務的理念—了解客戶
1.什么是服務意識？
2. 什么是客戶服務
2.1“服務”和“客戶服務”的區別，“消費者”和“客戶”的區別
2.2定義“客戶服務”
2.3案例
3.服務工作所面臨的挑戰
服務工作是一項與人打交道的工作，因為該工作要把產品賣出去，要去了解、挖掘客戶的需求，最終促成客戶的購買。
3.1同行業競爭加劇
3.2客戶期望值的提升
3.3不合理的客戶需求
3.4客戶需求的波動
3.5服務失誤導致的投訴
3.6超負荷的工作壓力
3.7服務技巧的不足
4.如何面對服務挑戰
4.1能保持一種以客戶為中心的態度，始終如一地關注客戶的需求；
4.2理解你的客戶和他對服務的觀點以及他的想法；
4.3掌(zhang)握一種有效(xiao)的服務技巧，去(qu)(qu)指導你(ni)的服務行(xing)為，而(er)不是(shi)完全憑借自己的感受去(qu)(qu)做事情。

第二章：客戶服務的理念—理解客戶
1.客戶需要什么樣的服務
2.客戶服務的誤區
3.客戶服務的準確概念
4.金牌客戶服務的定義
5.金牌客戶服務的內涵
5.1對客戶表示熱情、尊重和關注
5.2幫助客戶解決問題
5.3迅速響應客戶的需求
5.4始終以客戶為中心
5.5持續提供優質服務
5.6設身處地的為客戶著想
5.7提供個性化的服務

第三章：客戶服務人員
1.服務代表的職業化塑造
1.1社會演進對客戶服務的影響
1.2商品的需求個性化
1.3現代分銷方式的影響
1.4營銷創新：營銷創新分為三大塊：觀念、制度和管理方面的創新。
1.5客戶服務人員必須是行動積極的人
1.6唯有不斷學習才能立足于社會
2．服務代表的品格素質
2.1基本素質
A—— Authority，Action
E—— Education，H—— Humor，L—— Listen，N—— Needs
P—— Passion ，S—— Service，Smart，Smile ＆ Speech
2.2金牌客戶服務代表的素質---3H1F
Head Heart Hand Foot

第四章：了解客戶的期望
1．客戶的期望值
1.1故事一印刷公司
1.2故事二照相館
1.3客戶的期望：優質、廉價、快速
1.4服務營銷
2.客戶的滿意度
2.1企業收集客戶意見的主要方法
2.2客戶的滿意度對營銷工作的重要性
2.3客戶滿意度調查的基本途徑
3.優質客戶服務特性
3.1程序特性
3.2個人特性
3.3客戶服務類型
第一種叫做漠不關心型的客戶服務。
第二種叫做按部就班型的客戶服務。
第三種叫做熱情(qing)友好(hao)型(xing)。最好(hao)的一(yi)種叫做優(you)質服務型(xing)。

第五章：接待客戶的技巧
1. 客戶服務的3A技巧
1.1 態度－Attitude (禮儀)1.2 方法－Approach（語言）1.3表現－Appearance （外觀）
2.語言表達技巧
2.1 選擇積極的用詞與方式2.2 善用“我”代替“你”
3．傾聽的技巧
3.1抱著熱情與負責的態度來傾聽3.2傾聽時要避免的干擾3.3做一個主動的傾聽者
4.推薦的技巧
在推薦產品或服務時，可以采用FTB法則進行
4.1 F（Feature）特征 4.2 T（Translation）話題轉換 4.3 B（Benefit）產(chan)品給客戶(hu)帶來的益處

第六章：服務品牌
1.優質的客戶服務是最好的企業品牌
1.1客戶服務對于一個企業有什么意義？
1.2只有出色的客戶服務才會使你具有超強的競爭力
1.3牢固樹立服務品牌。
1.4創造企業品牌
【案例1】“海爾”的品牌。
【案例2】瑞訊尋呼。
【案例3】腦白金
2．服務品牌是防止客戶流失的*屏障
2.1客戶叛離是一種嚴重的傳染病
2.2客戶叛離的*療法——“以客戶為中心”
2.3老客戶＝更少的費用
2.4老客戶＝豐厚的利潤
【案例(li)】小店(dian)和老客戶

第七章：客戶服務新理念
1.客戶服務的誤區
1.1“客戶服務”是客服人員或客服部門的事兒
1.2“客戶服務”就是受理投訴、接受咨詢和電話訪談
1.3“客戶服務”是售后被動的工作
1.4“客戶服務”是面向公司以外客戶的工作
1.5“客戶服務”是面向消費者和單位用戶的工作
2. 客戶服務新理念
2.1樹立全員營銷，全員客服之理念
2.2努力完善客戶服務項目
2.3服務要面向所有類型的客戶
2.4提供主動、全過程的客戶服務
2.5簡化服務流程，提高辦事效率
2.6硬件服(fu)(fu)務和軟(ruan)件服(fu)(fu)務相結合 

老師介紹：李老師 
首席高級(ji)講師(shi)，教授級(ji)高級(ji)工(gong)程師(shi)、中(zhong)(zhong)(zhong)(zhong)國(guo)機械工(gong)程學會(hui)(hui)會(hui)(hui)員，中(zhong)(zhong)(zhong)(zhong)國(guo)標準化協(xie)會(hui)(hui)理事，中(zhong)(zhong)(zhong)(zhong)國(guo)質量(liang)認證(zheng)中(zhong)(zhong)(zhong)(zhong)心（CQC）專(zhuan)家(jia)委員會(hui)(hui)技(ji)術專(zhuan)家(jia)，國(guo)家(jia)注冊主任審核員。香港(gang)金雅(ya)(ya)鐘表有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)總(zong)(zong)(zong)工(gong)程師(shi)、香港(gang)祥生實(shi)業有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)副總(zong)(zong)(zong)經(jing)理、總(zong)(zong)(zong)工(gong)程師(shi)、上(shang)(shang)海(hai)(hai)通力電(dian)器有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)總(zong)(zong)(zong)經(jing)理、總(zong)(zong)(zong)工(gong)程師(shi)。培訓和咨詢過企業有(you)(you)(you)(you)：中(zhong)(zhong)(zhong)(zhong)國(guo)平(ping)安保險公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)全國(guo)電(dian)話中(zhong)(zhong)(zhong)(zhong)心（中(zhong)(zhong)(zhong)(zhong)國(guo)上(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)）、中(zhong)(zhong)(zhong)(zhong)國(guo)聯通國(guo)脈通信股份有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)（中(zhong)(zhong)(zhong)(zhong)國(guo)上(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)）、中(zhong)(zhong)(zhong)(zhong)鐵快運(yun)（華(hua)(hua)東）有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)、歐萊雅(ya)(ya)國(guo)際化妝(zhuang)品(pin)有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)(法國(guo))、天麗現代辦公(gong)(gong)(gong)(gong)(gong)(gong)(gong)用品(pin)有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)(香港(gang))、泰(tai)詠電(dian)子有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)(臺灣)、北汽(qi)福田集團(tuan)(tuan)模具廠(chang)（中(zhong)(zhong)(zhong)(zhong)國(guo)上(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)）、大連(lian)大商集團(tuan)(tuan) （中(zhong)(zhong)(zhong)(zhong)國(guo)上(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)）、新瑪特購(gou)物休閑廣場、上(shang)(shang)海(hai)(hai)家(jia)化聯合(he)股份有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si) （中(zhong)(zhong)(zhong)(zhong)國(guo)上(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)）、東風汽(qi)車公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)新疆奇臺、石河子、鳥蘇、博樂、伊犁、阿克蘇技(ji)術服務站、威海(hai)(hai)恒豐擔保有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)、上(shang)(shang)海(hai)(hai)冠恒工(gong)業設備(bei)有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)（港(gang)-臺-滬合(he)資）、飛(fei)利浦電(dian)子有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)(荷(he)蘭(lan))、諾基亞通信有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)(芬蘭(lan))、*樹脂有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)（*）、APC不間斷電(dian)源(yuan)有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)（*）、上(shang)(shang)海(hai)(hai)德(de)爾(er)福汽(qi)車空調系統(tong)有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)（*）、華(hua)(hua)碩(shuo)計算機有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)(臺灣)、上(shang)(shang)海(hai)(hai)華(hua)(hua)聯超市(shi)集團(tuan)(tuan)（中(zhong)(zhong)(zhong)(zhong)國(guo)上(shang)(shang)市(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)）、雅(ya)(ya)馬哈電(dian)子有(you)(you)(you)(you)限(xian)(xian)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)司(si)(si)(si)(si)(si)(si)（日本）。