Customer Service

打造卓越的客户服务技巧 2天版



课程目标 Goals

· 让客户服务的卓越理念能真正渗透在客服人员言行举止中

Build the basic concept of excellent customer service

· 学习如何在工作中为客户展现卓越的服务体验，提升企业形象

Learn to demonstrate professional customer service and enhance your corporate image at work

· 提升客户服务人员在电话沟通中的专业度，包括语音、态度、沟通应对

Develop the skills in telephone communication to be a successful customer service specialist:, including voice, attitude and communication response

· 掌握应对客户投诉场景下的技能，包括情绪管理、高情商沟通、冲突管理等

Able to deal with customer complaint scenarios, including emotion management, high emotional intelligence communication and conflict management, etc.

课程对象 Target Groups

· 企业客户人员或其他需要提升客户服务技巧的人员

Corporate employees or others who would like to improve the customer service skills

课程大纲 Agenda

DAY1 第一天

第一章 建立卓越的客户服务理念

Chapter 1: Build the Knowledge of Excellent Customer Service

1. 认识客户服务 培养服务意识 Understand customer service, Develop sense of service

· 热身活动：让我印象深刻的客户服务

Warm-UP: What impressed me about customer service?

· 什么是客户服务？

Definition of Customer Service

· 提升客户服务对企业的价值和意义

Value and Significance of Customer Service

2. 培养专业的服务意识 Professional Service

· 认知模型与服务的不同层级

Cognitive models and the different levels of service

· 案例解析：为何客户会不满

Case Study: Customer satisfaction

· 客服人员需要建立的四种服务意识

Four Types of Service Awareness

-以客户为中心 Customer-centric

-提供超值服务 Premium service

-化危机为契机 Crisis into opportunity

-塑造内部客户 Internal customer

· 互动练习：如何通过行动实现服务意识

Interactive exercise: Service awareness into Action

第二章 打造专业的客户服务能力

Chapter 2: Build Professional Customer Service

1. 优质客户服务的四个基本阶段 Four Stages of premium Customer Service

· 视频赏析：看视频找客服细节

Video: Customer Service Details

· 打造优质客户服务的四个阶段

Build Four Stages of premium Customer Service

2. 阶段一：接待客户 Stage 1: Client Reception

· 得体的服饰妆容给客户留下美好第一印象

Appropriate dress for good first impression on customers

· 用专业的商务礼仪接待客户

Professional business etiquette

-如何与客户打招呼的练习 Customer service greetings

-接待客户过程中需要注意的事项 Points to note

· 逻辑清晰地介绍公司和服务

Introduce company and services briefly and logically

-公司介绍练习 Company Introduction Practice

3. 阶段二：理解客户 Stage 2: Understand the Customer

· 学会用提问技巧搜集客户的需求

Questioning techniques for information

· 掌握客户需求的三种方式

3 Approaches to customer needs

· 关注客户的微表情寻找关键信息

Key messages from the customer's micro-expressions

· 互动练习：基于场景分析客户需求

Interactive exercise: Customer Needs Analysis

4. 阶段三：帮助客户 Stage 3: Support the Customer

· 如何有效提供给客户满意的方案

Effective solutions

· 学会管理客户的期望值

Manage customers' expectations

· 不能完全满足需求时的应对技巧

Appropriate Solution

5. 阶段四：留住客户 Stage 4: Retain customers

· 头脑风暴：客户为何选择留下来

Brainstorm: Why customers choose our service?

· 深挖客户需求留住客户

Digging deeper into customer needs to retain

· 做好售后服务增加客户粘性

After-sales service to increase customer stickiness

· 小组讨论：有哪些可以留住客户的方法

Group discuss: How to retain customers?

第三章 提升客户电话沟通技巧

Chapter 3: Improve Customer Telephone Communication Skills

1. 优化客户人员的声音技巧 Improve Voice Skills

· 互动练习：用声音做自我介绍

Interactive exercise: Introduce yourself with your voice

· 声音气息和共鸣练习

Breath Practice

· 口齿咬字练习

Diction Practice

· 语音语调练习

Intonation Practice

· 声音技巧综合练习

Comprehensive Techniques

2. 客户电话话术的练习 Call Script Practice

· 电话沟通中话术的意义

Meaning of telephone conversation

· 优秀电话客服在表达时的好习惯

Good habits in telephone call

· 电话话术的解析和练习

Call Script Practice

· 互动练习：话术PK赛

Interactive exercise: "Player Kill"

DAY2 第二天

第四章 客户人员的沟通技巧提升 Improve the Communication Skills

1. 热身活动：60秒电梯汇报练习

Warm-Up: 60 seconds Elevator Pitch

2. 寻找沟通的底层逻辑

Logic Fundamentals of Communication

· 案例赏析：如何应对客户的投诉

Case study: Respond to customer complaints

· 常见的沟通问题及核心原因

Common communication problems and core causes

· 绘制沟通核心模型

Communication Models

3. 建立沟通中的信任 Build Trust in Communication

· 信任度三要素：可信度/专业度/情感度

3 Elements of Trust: trustworthiness/professionalism/emotion

· 运用「情感账户」增加电话沟通中的信任度

Emotional Bank Account

· 如何针对不同性格的客户调整你的沟通策略

Communication Strategies for different customers

· 让客户快速喜欢你的方法

Closing ability to customers

4. 提升精准的表达能力 Clear Communication Skills

· 互动练习：看视频拆解沟通框架

Interactive exercise: Disassemble communication framework

· 学习精准表达的框架

Clear Communication Framework

-模块型框架 Modular

-万能表达框架 General Template

-黄金圈框架 Golden Circle

· 互动练习：用合适的表达框架沟通

Interactive exercise: Communication

5. 在表达中兼顾左右脑思维 Left Brain and Right Brain

· 运用左脑讲道理举数据

Left brain for logic

· 运用右脑讲故事引情绪

Right brain for story

· 视频赏析：学会向客户讲故事

Video: Storytelling

第五章 与客户进行高情商互动 Emotional Intelligence Improve Customer Interaction

1. 什么是高情商互动沟通What's high EQ in Communication?

· 电话录音案例解析：为何客户愤怒了

Case Study: Why customer gets angry?

· 高情商的五大表现

5 Components of high EQ

2. 管理好个人的情绪 Emotion Management

· 了解情绪的起源：ABC法则解读

Emotion: ABC Clarification

· 如何管理自我情绪的三大方法

3 Methods for Emotion Management

3. 和客户建立高情商互动的五大技巧 5 Skills for Customer Relationship

· 高情商互动的五大原则

5 Principles for High EQ Interaction

· 互动练习：运用五大原则，你会怎么说？

Interactive exercise: Practice 5 Principles

4. 运用心理学原理影响对方 Psychological Influences on Consumer

· 六种心理学影响力因素

6 psychological factors

· 案例解析：如何运用心理学因素影响客户

Case Study: Psychological influences on consumer

第六章 应对客户的投诉和抱怨

Chapter 6 Response to Complaints

1. 正确认识客户的投诉和抱怨 Read Customers

· 认识客户的不满、抱怨、投诉的差别

Recognization of customers' needs

· 小组讨论：投诉和抱怨的起因

Group Discussion: Reason for Complaints

· 投诉和抱怨有时候是件好事

Good Influence of Complaints

2. 有效应对投诉抱怨的流程 Customer Complaint Handling Procedure

· 互动练习：60秒突发情况汇报

Interactive exercise: 60-second Debriefing

· 快速应对投诉抱怨的关键

Key elements to responding quickly to complaints

· 梳理清晰的投诉抱怨应对流程

Customer Complaint Handling Procedure

3. 用沟通化解客户的情绪 Diffuse Emotions in Communication

· 处理投诉抱怨中听的技巧

Listening Skills in dealing with complaints

· 处理投诉抱怨中说的技巧

Speaking Skills in dealing with complaints

· 处理投诉抱怨中需要注意的事项

Special Considerations

4. 提供后续的方案解决问题 Follow-up Solutions

· 头脑风暴：投诉抱怨场景中，客户要的是什么

Brainstorm: Customer needs in complaint scenario

· 转移客户的需求注意

Divert attention

· 提供客户适当的解决方案

Provide appropriate solution

· 提供补救措施换位客户的心

Remedial measures

课程总结 答疑时间Review and Question