Training background

The competition of enterprises has shifted from products and prices to competition for customers. The purpose of the customer service system is "customers are always the first", starting from the actual needs of customers, to provide customers with truly valuable services and help customers use products better. Building a first-class customer service capability has become the new focus of enterprise competition; The dissatisfaction, complaint and complaint of customers are the core link of the enterprise's contact with customers, and also the watershed of whether the enterprise can advance to glory through the improvement of customer service level; Focusing on the handling of customer dissatisfaction, complaints and complaints is the key to improving the overall service level of the enterprise.

Training object

Customer service manager, customer service supervisor, customer service personnel, sales representative, marketing department and relevant staff.

Training income

1. Learn to be aware of your emotions, become the master of your emotions, create inner harmony, face customers with a positive and optimistic spirit, and improve your service image.

2. Understand the customer service cycle, manage the service process in a flow-based way, and improve the service level.

3. Learn new communication methods, communicate with customers by listening and expressing with empathy, properly handle customer relations, resolve contradictions and conflicts, and improve service experience.

Training outline

Part one: know customer service

The second part is the emotional management of customer service personnel

Part III improvement of customer service capability

Part IV customer service experience cycle management

Part V optimization of customer service experience

  NOA|挪亚2022年课程计划.pdf