客服人员职业化素养强化提升－汤洪老师
Customer service occupation attainment aggrandizement promotes Tang Hong teacher
主讲：汤洪
Speaker: Tang Hong
课程对象：客户经理、客服工作人员等。
Curriculum object: customer manager, customer service staff.
课程时间：1-2天
The duration of the course: 1-2 day
授课形式：专业讲授、问题讨论、模拟演练、现场互动
Teaching form: professional lectures, discussion, simulation, interactive site
课程收益：
Curricular accrual:
培训后您会发现公司的客服团队会有如下明显改变：
After the training you will find the company's customer service team will have the following marked change:
1、改变了陈旧的思维方式，全员的满足客户需要的服务意识明显增强；
1, change the old mode of thinking, full meet customer needs the service consciousness increases apparently;
2、组织学习氛围显现，营造学习型团队初见成效；
In 2, the organization learning atmosphere show, create learning-oriented team success;
3、员工会发现可能许多困扰已久的难以化解的客户异议问题将有一个顿悟的理解；
In 3, the staff will find many problems for a long time to resolve customer problems will have an epiphany understanding;
4、感悟到与客服高手的差距，养成有意识训练创造性思维方式的习惯；
4, to realize and master the service gap, develop conscious training creative thinking habits;
5、员工意识到人际沟通、礼仪在客服工作中的重要性，形成自觉训练提升的良好氛围；
In 5, the staff realize interpersonal communication, etiquette in customer service work importance, form consciousness training promotes a good atmosphere;
6、员工客户服务职业化素养在不知不觉中得到提升。
In 6, the staff of customer service occupation attainment in imperceptibly get promotion.
授课特点：
Teaching characteristics:
思想深邃但深入浅出，强调内容互动而非形式互动，注重实操及思维方式训练，风趣、生动、幽默，具有感染力。
The thought is profound but explain profound theories in simple language, emphasis on the content rather than the form of interaction interaction, pay attention to practical operation and ways of thinking training, witty, lively, humorous, contagious.
课程大纲：
Course outline:
一、快速探寻客户需要——客服工作的基础
A quick search, customer needs -- customer service work based
1、客服工作的实质——推销自己及服务
1, customer service work to essence -- sell yourself and services
“说服”能解决问题吗？
" Persuaded" to solve the problem?
案例：难以完成的任务
Case: it is difficult to complete the task
2、需要、欲望、需求
In 2, need, desire, demand
对“需要、欲望、需求”的不同理解决定了你将处于客户服务的哪一个层次。
On" need, desire, demand " different understanding decided you will be in the customer service where.
客服高手的思维方式。
Customer master 's way of thinking.
需要的表现形式
To form
需要的多层次
Need hierarchy
需要的高度概括
Need to summarize
寄寓深刻哲理的满足顾客需求案例
His profound philosophy to meet customer requirements
二、化解客户异议——客服工作的关键
Two, to resolve customer objection -- the key to customer service
客户异议是敌人还是朋友？如何将异议转化为向客户推销自己及服务的朋友？
Customer objection enemy or friend? How will the objection into marketing to customers of their services and friends?
1、顾客异议的类型
1, the type of customer objection
2、处理顾客异议的方法
2, the method of dealing with customers objection
3、处理顾客异议综合运用——不可抗拒的客服兵法与战术
3, dealing with customers objection comprehensive application -- irresistible call of military strategy and tactics
课程实训：化解客户异议。
Training course: to resolve customer objection.
三、客服人员人际沟通技能强化提升——客服工作的催化剂           
Customer service personnel three, interpersonal communication skills -- strengthen enhance customer service work of catalyst
会让你大吃一惊，原来只要通过正常的日常训练，一个月你就能够成为人际沟通高手。
Will let you be startled at, as long as through the normal daily training, a month you can become a master of interpersonal communication.
1、人际沟通问题讨论
1, interpersonal communication problems
问题讨论：如何获得比常人更广的人际圈？
Discussion: how to get more than ordinary broader interpersonal circle?
问题讨论：人们最喜欢的谈话话题是什么？
Discussion: most people like conversation topic is what?
问题讨论：有的人赞美你，你会觉得很舒服，甚至视他为知己；有的人赞美你，你会觉得他很虚伪，甚至轻视他，为什么？
Discussion: some people praise you, you will feel very comfortable, and even regard him as a friend; some people praise you, you would think he was false, and even despise him, why?