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Jingdong book

完美服务:确保完美服务的101个方法

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Content Description

面对当今竞争日益激烈的商业社会,每日干变万化的客户要求,要想在激烈的市场竞争中脱颖而出,优质的客户服务已成为企业经营必不可少的重要部分。你不可避免地要恰到好处地处理内部外部的客户关系,“好”绝对不能意味着已经做到完美。如果你想让自己的公司继续保持蓬勃发展的势头,绝对离不开时刻向客户提供完美的服务。本书为你提供了取得成功所必须掌握的各种客户服务概念和技巧,让你立即在以下重要事项上手到擒来:
规划和目标设定

  • 有效的沟通

  • 领导力

  • 筹备

  • 培训

  • 教练和发展

  • 有效的反馈

  • 动机和解决问题的会议

  • 解决冲突的后续行动等

这些内容的充分掌握,会启发你建立自己的“服务个性”,会使你的客户真正感受到你对他们的价值,使你的公司在市场竞争中卓越超群!
作者把自己30余年的客户服务经验和方法汇集于本书。让你轻松应对不同类型的客户并掌控复杂多变的局面,帮助你快速提高有关客户服务方方面面的专业技能,最终为你在职场的顺风顺水奠定坚实的基础。


Author Description

雷内·埃文森在客户服务管理领域已经有30年的经验.其中有15年的时间负责担任BellSouth电讯公司客户服务经理。主管员工的培训和发展,她同时是一位在员工以及经理人关系方面的专业顾问。
Catalogue

第一章 客户:让客户满意
1.关注
2.仔细倾听客户的意见
3.了解自己的企业
4.说到做到
5.跟踪客户满意度
6.让客户满意是首要职责

第二章 表现:终身职责
7.展现最佳面貌
8.保持积极的态度
9.散发自信
10.诚实永远是最佳选择
11.自我补充能量
12.惊人的复原力

第三章 规划:深思熟虑的剧本
13.制定个人使命声明
14.撰写以客户为本的计划
15.设定具体的目标
16.评估成效以保持正轨

第四章 沟通:发掘剧本中恰当的台词
17.沟通不是一个人的事情
18.红灯停
19.绿灯行
20.倾听,倾听,再倾听
21.时刻保持最佳沟通状态
22.注意每个人的身体语言
23.提供与获取准确信息
24.善于提问
25.了解何人、何事、何时、何地、何因及方式
26.强化沟通反应
27.通过认同树立对方的信心
28.将泄气的话语清理干净
29.多说鼓舞性的话语

第五章 领导办:优秀的表现需要正确的指引
30.积极的领导力始于意识
31.培养积极的领导素质
32.具有领导思维
33.领导行为模式
34.学会批判性思维技巧
35.制定可靠决策
36.时间管理技巧
37.为自己所做的一切创造附加价值

第六章 准备:世事无常
38.准备好:事无定数
39.成为一名嬗变艺术家
40.帮助自己和他人应对变化
41.保持客观的心态
42.保持积极的态度
43.对结果负责

第七章 训练:掌握自己的角色
44.分析训练需求
45.学习者的不同类型
46.产品、服务和公司政策
47.提供绝佳客户服务的一般步骤
48.提供绝佳客户服务的具体步骤
49.进行市场调查
50.把握大局
51.应对客户的不满
52.学习是一个连续的过程

第八章 团队合作:演员表演
53.优秀团队=成功
54.确立团队身份
55.培养互助氛围
56.形成团结有凝聚力的团队
57.参加团队活动,增强团队凝聚力
58.分析如何才能进步

第九章 动机:跟踪事情的进展
59.亲自提供客户服务
60.负起责任:停下来,看看、听听
61.记录你的观察结果
62.激励团队
63.将正确行为作为示范

第十章 反馈:好评与恶评
64.准确、具体和及时的反馈才是有意义的
65.错误的方法会破坏士气
66.正确的方法会鼓舞士气
67.反馈迅速,效果更好
68.纠正反馈可以改善他人的表现
69.制定改进计划并设定目标
70.定期鉴定是最具体的反馈
71.礼貌地接受反馈

第十一章 会议:现场彩排
72.策划卓有成效的会议
73.保证会议高效且有成果
74.可靠的质询技巧可以保证你不会跑题
75.保持对会议的控制
76.理解团队动态特征,增强团队讨论
77.以激励团队的方式结束会议
78.客服会议有助于你抓住重点
79.参加会议时要做出积极的贡献

第十二章 冲突:演出中无法避免的意外
80.冲突有益
81.沟通是解决冲突的关键
82.预知问题,迅速解决
83.寻求双赢的解决方案
84.平息抱怨
85.将表现欠佳者改造成生产标兵
86.时刻保持冷静与克制的情绪

第十三章 忠诚:自上而下
87.坚持前行
88.领先众人一步
89.积极主动,避免消极
90.培养有创造力的同事
91.培养心满意足的客户
92.培养一种感恩的态度
93.快乐地度过每段时光

第十四章 快速提示:提示卡
94.品格很重要
95.向好的方向转变
96.虚心倾听,有效沟通
97.关心你的客户
98.面对面的客户服务
99.停下来!看!听!行动!
100.客户满意度问卷
101.客户快速提示

Book Abstract

当你拿到一个新剧开幕表演的门票时,你兴奋不已。你是一名演员,非常期待着观赏精彩的新剧表演。当帘幕缓缓拉开时,你扫视着舞台,观察舞台布景与演员。演员开始走位,一位女演员竟然忘记了她的第一句台词,另外一位男演员给了她提示,于是演出开始了。然而,过了一会儿,另一个男演员又说错了台词。其他演员似乎也不熟悉走位,总是撞到其他人。大多数演员说话的声音都过于轻柔,观众们几乎听不到他们在说什么。于是有些观众要求他们说话大声点,但演员们对此却置之不理。他们继续喃喃自语,磕磕碰碰,等到第一幕结束的时候,你不禁思索这个剧组到底花了多少时间排练。演出每况愈下,等到第二幕结束的时候,观众席上就开始有人发出嘘声以示不满,甚至在第三场开始之前就有人离席了。很显然直到演出结束,演员们和导演都还不太清楚表演新剧要做好哪些准备。即使道具和舞台背景都很精彩,但这些并不足以让观众为演出叫好。
任何一出戏剧上演时,都不应该发生这种情况。在开幕的当天,演职人员如果排练充分,自然会为观众呈现出一场精彩的演出。演出中出现一些细微的疏忽是可以谅解的,但是如果导演没有做好充分排练就让演员上台表演真是让人太难以想象了。这种情况根本就不该发生,不是吗?
然而,为什么这种事情在商业领域却是屡见不鲜呢?管理人员往往在员工尚未弄清楚该如何提供“精彩的演出”之前,就把他们派出去为最重要的“观众”——他们的客户——提供服务。就像那些在第三幕开始之前离开剧场的观众一样,如果你没有为客户提供他们所需要的东西,他们自然会在“表演”中离席而去。
在戏剧界,一切都要为观众着想。只有观众买票,戏剧才能继续上演。在商业领域,一切皆以客户为重,只有他们购买你的产品,你才有营业的可能。与在观众席上发出嘘声表达自己观点的观众不同的是,大多数客户都不会说出自己的不满,他们只是选择其他企业进行交易。除非你意识到问题所在,及时纠正员工的行为,否则你就会丧失业务机会。杰出客户服务的第一步是要有服务意识。造成客户不满的主要原因有员工忽视客户,不倾听客户意见,专业知识不全面不可靠,未提供后续服务。
想要呈现最精彩的演出,一定要时刻关注你的观众;尽早熟悉台词说到做到,并跟进客户。这些步骤应该准确无误且有序地完成,因为你不可能有第二次接近客户的机会。只有尽你所能让观众开心,才会上演一出完美的表演。
1关注
你是否有过走进一家企业,却完全被它的员工所忽视的经历?很多人都有过这种经历。在这种情况下,你感觉自己就像个透明人。甚至在走出这家企业的时候,你可能心里还在想,这样一个视客户为不存在的企业怎么可能会存在、发展?如果员工让客户感觉自己近乎透明,他们自己可能将会真正消失。行动指南
·当客户走进来或打来电话时,无论你在做什么,都要停下来。
·跟客户打招呼,主动报出自己的姓名。
·询问自己能够为客户提供什么帮助。
·直视客户。
·只关注自己正在服务的这位客户。
·保持与客户的眼神接触并微笑,展现出积极的态度。
·在接听电话的时候,通过声音传达你的笑意。
·表现出兴致勃勃的样子。
·竭尽全力为每一位客户提供帮助。
·展示而不是指示或口头描述。
·在帮助客户的时候千万不要接听私人电话。
……
Introduction

为什么你的客户会转而寻求其他企业?有的客户就此离开从此流失。客户做出改变可能是因为他们对产品不满意,也可能是出于竞争原因。但大多数客户之所以选择离开是因为企业主、管理人员或客服人员对他们漠不关心。通常,这些客户都不会投诉,只是离你而去。
你知道导致客户不满意的关键因素是什么吗?调查发现,客户不满意的主要原因最多集中在以下几种情况:员工不听客户在讲什么;完全忽略客户;说到做不到;对自己公司的产品和服务不了解;不采取任何后续跟进措施。
只有始终如一地提供高品质的服务才是你与公司快速迈向成功的法宝。你对待客户的方式的不同会导致天壤之别的结果,要么实现企业目标,要么门可罗雀。优秀的客户服务实际上并不是“你认为客户需要什么”,而是“客户真正需要什么”。企业主最容易犯的一个重大错误,就是他们并未真正了解客户需求,而只是假设自己清楚。为了更充分地理解客户,你需要走近他们,关注他们,尝试用他们的思维来思考。客服人员是企业呈现在世界面前的形象代表,所以他们能否与客户进行有效互动至关重要。
大多数企业管理人员、企业主与员工都理解提供优秀的客户服务的重要性,但却都缺乏一定的技巧与知识来应付所有局面。虽然你知道客户的重要性,然而有些同事却并未意识到这种重要性。管理者与团队领导者通常会忽略员工行为所带来的问题,这仅仅是因为他们不知该如何处理。然而糟糕的是,忽略这些问题并没有让员工离开,离开的却是客户。
客户服务是最重要的工作职责。如果你认识到了这一点,那么如何让你的同事同样也认识到呢?
客户服务的领导者需要一个实用的工具来帮助他们学习如何训练员工及解决问题。本书提供了一整套调整态度的工具、诀窍和有利建议,以解决提供客户服务时出现的问题。

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Brand Jingdong book
Brand Origin China

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