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: Sustomer 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 Sciprt 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 Sciprt 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

Chapter 4: 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

Chapter 5: 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