客戶關(guān)系管理

1.理解客戶偏好的驅(qū)動因素
反思為維護客戶關(guān)系，我們做了些什么
區(qū)分客戶的內(nèi)在和外在期望
分析客戶滿意度機制
什么是客戶忠誠度？

2.提升對職業(yè)化客戶服務(wù)的投入
將崗位角色和公司目標(biāo)相結(jié)合
同客戶打交道
把握與客戶間的對話

3.向客戶展現(xiàn)出我們的換位思考
探究情緒對人際溝通的影響
展示出我們對客戶的尊重和體諒
培養(yǎng)人際交往中的自信

4.用誠信影響客戶
提升我們的客戶服務(wù)技能
激勵客戶忠誠度
在棘手的情境中維護客戶關(guān)系

5.“瞄準(zhǔn)”客戶偏好
信守對客戶的承諾
向客戶提出好主意，以贏得回頭客
做到提前一步想到客戶需求，知道如何給客戶驚喜

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 with company goals
Facing customers
Managing customer conversations

3. Showing empathy
Exploring the impact of emotion in interpersonalb communication
Showing the customer our respect and consideration
Developing confidence in interactions

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