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本周报名客户展示
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课程编号： 801978客户服务研修班Customer Service Workshop推荐星级：
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课程分类：
市场营销系列>>客户服务研修班Customer Service Workshop
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培训讲师：
课时：
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课程对象：
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报名联系：
021-5566 9210， 189 1765 5637（微信） training@021px.com
- 课程背景
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Customer Service Workshop
The Simitri Customer Service Workshop is a highly interactive course that focuses on
how you can best serve your customers. People don’t normally tell you when service is
poor, they just don’t come back!
Therefore, the customer needs to be at the centre of everything you do. You need to
understand the customer (and their needs) and provide services that add value to them
which will ultimately result in increased customer loyalty. Satisfied customers are not
enough; you want them as references!
The Customer Service Workshops brings together the skills and the process to enable
Customer Service Representatives or Relationship Managers to be more effective at
their jobs. They will learn how to build trust and credibility with the customer; how to add
value and be able to articulate that value in the form of a Value Proposition to
differentiate their products and services from the competition.
Additionally, they will learn how decisions are really made, how they can influence those
decisions, and how to turn objections into opportunities.
What are the benefits for the participants?
By completing this workshop, participants will:
• Increase customer satisfaction and loyalty through a greater awareness of the
customers needs
• Create competitive differentiation by having the ability to deliver key messages in
the form of a Value Proposition
• Reduce the risk of losing customers through poor service
• Provide sales opportunities by delivering a higher quality of service
• Improve team communication by having a common language and approach to
delivering customer service
What topics are covered?
Understanding Customer Service
How People Buy?
Meeting Customer’s Expectations
Building Trust & Rapport
Handling Resistance
Dealing with Difficult Customers
Listening & Questioning
Creating Lasting Impressions
Handling Stress & Emotions
What is the duration of the workshop?
1 - 2 days (8 – 12 participants)
客户服务研修班
此客户服务研修班是一门高度互动式课程，主题围绕如何提供最佳的客户服务。如果你的客服做得不好，客户通常不会告诉你，而是选择不再上门。
因此，你所做的一切都必须以客户为中心。你必须了解客户（和他们的需求），提供对其有价值的服务，从而最终达到提升客户忠实度的目的。满意的客户永远不嫌多，他们是你最好的广告！
客户服务研修班课程综合各种技巧与流程，帮助客户顾问或客户经理更有效地开展他们的工作。学员将学习如何与客户建立信任的关系并提升企业信誉，如何为客户提供增值服务以及如何以定位并推销这一卖点从而在同业竞争中突显优势。
此外，学员还将学习决策形成的实际过程、影响客户决策的技巧以及如何将异议转化成机遇的方法。
学员通过研修班能够获得哪些增益？
完成课程的学员将能够：
• 通过对客户需求更完善的认识从而提升客户满意度和忠实度
• 能够准确定位产品或服务的关键卖点并进行有效地推销并创造竞争优势
• 降低由于低质量客服而导致客户流失的风险
• 通过高质量客服创造更多销售机会
• 统一团队内客户服务的语言和方法，从而完善团队交流与协作
课程包括哪些主题？
理解客户服务的内涵
客户如何进行决策
满足客户预期
建立信任与融洽的客户关系
化解销售阻力
如何应对挑剔的客户
倾听与提问
创造深刻持久的印象
处理压力与情绪
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