First, let the excellent service concept be reflected in the service behavior.

1) customer service and customer service skills

● Customer service and service marketing

The basic meaning of customer service skills

● Customer service ability and personal career.

● Customer service: Attitude determines everything.

2) How can we focus on customers?

● Group discussion: Why are customers dissatisfied? -Identify gaps in the list

The concept of customer service

● Exercise: Spell words in groups.

● Exercise: Excellent customer service performance

● Customer-centered concept and performance

● Exercise: Distinguish what is customer-centric.

● How to maximize the value obtained by customers?

● Group discussion: design the direction to improve our customer service level.

3) Reward for exclusive value-added services

● Improve the predictability of customer needs.

● Unlimited value of value-added services.

● Calculation and discussion: regression of value-added services

4) Complaining is gold-the idea gene of enterprise's enduring prosperity.

● Group discussion: Please compare the potential value.

5) Internal customers-create an internal environment for excellent customer service.

● Various forms of internal customer service

● Look at the picture and discuss: Who tied him up? No excuses.

● The core secret of service success

● Study other customer service concepts.

Second, cultivate skills in all aspects of service communication.

1) Understand your service role.

● Know your business, work and customers.

● Discussion: service circle, post service circle, corporate mission and work mission.

2) Communication skills in the process of customer service

● Understand service communication.

Seminar exercise: the long-term significance of service communication ability to individuals and enterprises.

● Listening skills

● Pay attention to listening in general.

● Case analysis: distinguish listening habits of different performances.

● Speaking skills

● Seminar exercise: answers to ten common situations in customer service.

● Case study: tone of voice

● Ask skills.

● Case study: the wisdom of asking questions

● Exercise: How to use open-ended questions and closed-ended questions in different environments.

● Body language

● Activity: the influence of body language.

● Case study: How to enhance the attraction in the process of customer service.

● Telephone communication skills

● General requirements for telephone communication

● Case Study: Telephone Reception in Call Center

Third, improve the service skills at all important stages in the service process.

1) Four basic stages of quality customer service

● Receive customers

● Comparative exercise: different performances of receiving customers.

● Exercise: the standard of greeting customers.

● Know your customers.

Understand the general requirements and methods of customers.

● Help customers.

● Grasp the expectations of customers.

● Manage customer expectations.

● Retain customers

● Basic steps to retain customers

● The combination of customer retention and in-depth exploration of customer needs.

2) Effectively respond to customer complaints.

● Understand customers' dissatisfaction, complaints and complaints.

● How to effectively handle customers' dissatisfaction, complaints and complaints?

● Participate in the construction of customer feedback system of the company.

3) Customer service practice and case sharing

● Try to bring you a good mood.

● Grasp customer psychology and provide personalized service.

● See the truth for details.

● Continuous service innovation.