如何提高客服质量--客户服务
授课专家：
[刘颖]
授课天数：
5000 天
收费标准：
价格面议
开办周期：
按需开办，有需要的企业请致电本站客服
受训对象：
工程师，客服人员
课程目标：
提高客户对企业的忠诚度，提高客户服务质量
课程大纲：
工程师服务规范及技能
Service Standard and Skill for Engineers
参加对象: Who should Attend
企业内负责客户售后的工程师、技术人员、维护保养者 After-sales engineer, technician, and maintenance service people.
课程目标: Course Objective
技术服务的基本内容和对企业的意义 Know about the meaning of technical service and its content.
良好技术服务的核心标准 Understand the standard of technical service.
客户满意的服务流程和方法 Master the service process and approach, which makes customer satisfaction.
个人的服务技巧 Grasp service skills.
课程大纲: Course Outline
客服工程师的基本概念 The concept of customer service engineer
– 什么是客服工程师？What is customer service engineer?
– 产品客服工程师的重要作用 The function for product customer service engineer
– 产品的实物价值和服务价值 Material object value and service value for products
– 客服工程师的职责和角色 the role and responsibility of customer service engineer
客服工程师的工作技巧和工作流程 Job skills and work process for customer service engineer
– 客户产品售后服务工程师的工作责任 Responsibility for after-sales service engineer
– 客户产品售后服务工程师的工作流程 Process for after-sales service engineer
– 产品性能解答技巧 Product introduction skill
使用知识解答 Operation knowledge introduction
保养方法解答 Maintenance introduction
制造业服务案例The case study of manufacture service
客户异议和投诉应对技巧 Complain answering skill
– 处理投诉原则和目的 Complain processing principle and purpose
– 处理客户投诉的步骤 Complain processing steps
– 处理客户投诉的注意事项 Matters needing attention for complain processing
– 不同投诉的处理技巧 Different complain processing skills
– 投诉管理制度 Complain management system
投诉的获取 Complain gathering
投诉的预防 Complain preventing
投诉的记录和反馈 Feedback and record for complain
制造业服务案例The case study of manufacture service
客户跟踪服务 Follow up service
– 客户跟踪服务的概念和意义 The concept and meaning about follow up service
– 客户跟踪服务的要点和措施 The key point and process of follow up service
– 客户满意度调查 Customer satisfaction survey
– 客户关系管理 Customer relationship management
制造业服务案例The case study of manufacture service
服务礼仪 Service etiquette
– 初次访客的见面规范 Etiquette of first time visit customer
– 灵活应对的非语言技巧 Elastic reply with non-language communication skill
– 个人的职业形象准备 The preparation of personal professional image
– 接待客户的一般礼仪 The ordinary etiquette to serve the customer
课时Duration：2天，每天6小时2-days, 6-hour per day
老师介绍：刘颖
刘颖女士
刘女士拥有近十年世界500强外企管理经验，近七年的美国深造与工作经验，对现代企业培训管理模式有较深理解，对培训管理各个职能模块均有较深入的认识。
刘女士在世界500强外企任中层管理职位期间，在培训工作方面，参与公司全球的培训体系构建，并在学院负责课程开发、讲授等工作。在学院的历届培训讲师评选中，多次获得由公司客户、供应商、及员工评选出的“最具亲和力讲师”和“金牌讲师”等奖项。
刘女士是资深管理培训专家、美国教育学硕士、美国西北理工大学高级培训师、多所高校总裁培训班客座教授。
刘女士的培训课程能巧妙地融合中、西方管理文化，将理论、实践和趣味相结合，讲解深入浅出；寓教于乐，活跃的课堂气氛，体验、参与、训练、讲评、互动式的教学方法，让大家在学中练，练中学；能迅速抓住学员的心理，有很强的现场把握和应变能力。
刘女士擅长企业管理、人力资源管理、销售管理、TTT、沟通和演讲、人本管理等方面的培训，具体如：卓越领导力、中高层经理管理技能与领导力、团队建设、员工执行力、面试官的面试技巧、企业文化建设、销售技巧、如何抓住大客户、客户服务、培训师的培训技巧、企业培训管理技能提升、商务谈判、高效沟通、情绪管理、客户管理、商务礼义、团队激励激发内心动力、人力资源管理、员工忠诚打造、应聘与面试技巧训练等。
刘女士曾经培训咨询过的客户有：
上海三盛投资集团、中石油、家乐福、日本工业株式会社、挪威船级社、盛世博阳（上海）暖通科技有限公司、摩托罗拉、联想集团、坦能清洁系统设备（上海）有限公司、国家电网、德国大众、GE、HP、SONY、SK、PPR、ORACLE、爱立信、首钢集团、施耐德电气、华为公司、美国铝业、红蜻蜓鞋业、达芙妮、汉高中国投资公司、新东方教育集团、中国南车、工商银行、华尔街英语、米其林中国投资有限公司、椰树集团、美的集团、小天鹅、上海电气、商务部、青岛市政府、中南集团、上海东方医院、美国华特迪士尼、格兰富中国公司、喜利得中国公司、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.
- 角色扮演 - 观看录象 - 练习
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