专业服务技巧

课程名称： 专业服务技巧

培训对象： 面向所有服务行业人士及服务团队管理层

课程目标： 本课程专为服务行业所设计，从客户的心理需求与业务需求分析切入，旨在从心理素质上与服务技能上提高学员的理解能力、表达能力以及对棘手问题的处理能力，从而达到客户满意，公司满意，个人减压的最佳效果。

课程时间：        2天 (9 am ~ 5 pm)

课程大纲： 第一天

什么叫超人一等的服务水准:

• 客户的6大人际需求

• 客户的STAR 4大业务需求

• 想客户所想的3部曲换位思考方式

• 急客户所急的3A处理模式

• 期间穿插录像示范、练习、分享及答疑

理解客户类型，化解负面情绪:

• 客户的6大行为表现

第二天

• 化解客户负面情绪的7大技巧

• 期间穿插录像示范、练习、分享及答疑

与客户的互动

• 建立良好的开端

• 聆听以获取信息

• 如何掌握互动过程

• 专业的答复方式

• 正面信息的答复

• 负面信息的答复

• 争取满意而周全的结尾

• 模拟练习

   结束

Topic： Professional service skill

Target Group： For all service professionals and service team leaders, such as call center, service center and service department

Benefit to participants： It starts from psychological analyze of customer needs, such as  human needs and business needs. To highlight to our service professionals how to understand the customer better, meet he needs, how to say, how to care, how to treat conflict, how to communicate with their client. And how to get the best performance.

Duration：        2 days  (9 am ~ 5 pm)

Outline： Day 1

What kind of service id called professional service:

• 6 human needs from customer

• 4 business needs from customer

• How to think the way the customer thinks

• How to act as the customer hopes

• Watch video, role play, case exercise, share, group discussion, Q & A

Understand customer styles and relax negative emotion:

• 6  styles of customer behavior

Day 2

• 7 skills to release negative emotion from customer

• Video, exercise, discussion, sharing, Q & A

Interaction with customer:

• Build up good beginning

• Active listening to obtain information

• Positive interaction

• Professional answering skill

o Answering for positive information

o Answering for negative information

• Approach to satisfied ending

• Role play and exercise

   End of the training