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客户关系管理(英文授课)CEGOS' Customer Relationship - Fundamental

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  • 开课时间:2014年08月28日 09:00 周四 查找最新
  • 结束时间:2014年08月29日 17:00 周五
  • 课程时长:14小时
  • 招生进展:
  • 开课地点:上海市
  • 授课讲师: 待定
  • 课程编号:246226
  • 课程分类:客户服务
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  • 收藏 人气:281
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培训受众:

* Anyone who has direct contact with the customer, either face-to-face, by phone or in writing, from pre-sales to after-sales

课程收益:

At one time the concept of excellent "customer service" was a major focus for many organisations.
However, today this is no longer enough and companies can only maintain a competitive advantage by going beyond excellent customer service and actually building lasting customer relationships. The key to this lies within people's personal qualities of warmth and empathy that we don't always associate with a work environment. To win your customers' loyalty, you need to engage these qualities, pay attention to your customers' deeper needs and make yourself wanted. This programme helps you move from "customer satisfaction" to "customer preference".

课程大纲:

* Understand the factors that generate customer loyalty
* Understand and overcome hurdles in their relationship with the customer
* Invest in empathetic relationships
* Combine influencing with respect for the customer
* Turn each key contact into a loyal relationship
* Focus on personal qualities for successful customer relationships
1. Understanding the drivers of customer preference
* Re-thinking your contribution to the customer relationship
* Distinguishing between customers’ implicit and explicit expectations
* Analysing the mechanics of customer satisfaction
* What is customer loyalty

2. Developing your professional engagement towards customer service
* Linking your role to company goals
* Facing customers
* Managing customer conversations

3. Showing empathy
* Exploring the impact of emotional interpersonal communication
* Showing the customer respect and consideration
* Developing interpersonal confidence

4. Influencing customers with integrity
* Enhancing your customer service skills
* Encouraging customer loyalty
* Preserving relationships in difficult situations

5. Anchoring customer preference
* Keeping your promises to the customer
* Advising the customer wisely to win repeat business
* Anticipating customer needs and knowing how to surprise

本课程名称: 客户关系管理(英文授课)CEGOS' Customer Relationship - Fundamental

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