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Jingdong book

卓越服务:使客户服务从平庸到卓越的七个简单方法

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卓越服务:使客户服务从平庸到卓越的七个简单方法

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据调查显示,尽管80%的企业都认为自己已经为客户提供了优质的服务,但是消费者却认为真正提供了满意服务的企业只有8%。打造卓越服务体验的3大要素7大方法。

Content Description

真正卓越的客户服务是很少见的。事实上,据调查显示,尽管80%的企业都认为自己已经为客户提供了优质的服务,但是消费者却认为真正提供了满意服务的企业只有8%。
对于服务专家史蒂夫·科廷来说这个问题其实很容易解决。当被问及主要工作时,绝大部分员工会列举自己岗位所涉及的职责和任务——工作职责,极少有人提及他们工作的真正核心,也是他们工作的首要任务——工作本质:创造愉快的客户群——他们并非价格敏感型,可以带来很高的重复购买率,会热情的将企业和品牌推荐给他人。没有这种客户关注,所有的一切不过是一场交易,交易性的服务无法给客户留下持久而积极的印象,更无法带来客户忠诚度。
《卓越服务:使客户服务从平庸到卓越的七个简单方法》作者揭示了可以创造出卓越服务体验的三个要素。他也列举了让人信服的案例来说明企业的注意力应该从监测服务转向强化行为,真正为客户创造愉悦消费体验上来,例如表达由衷的关心、真诚的赞美、分享信息、传递真挚的热情、制造令人愉快的惊喜、在需要的时候出色的交付服务。本书配以真实的故事和200多个来源于不同行业的案例,让人耳目一新地帮助客服人员和销售人员将平庸的客户服务转变为卓越的服务。

Author Description

Steve Curtin,在万豪国际集团从业20年(万豪国际集团是世界著名的酒店业机构,目前集团经营及特许经营的近3000家酒店遍布美国及全球67个国家和地区),积累了丰富的服务业经营、销售、营销与客户服务工作经验。如今开创了自己的客户服务咨询公司。
自1992年以来,史蒂夫在全球3大洲、6个国家、26个地区为20000人做了超过600次的成功互动演说。

Catalogue

第一部分:工作职责VS工作本质
第一章卓越服务的三个真理
卓越的服务反应出所有服务业从业者得工作本质3
卓越的服务都是自发的10
卓越的服务不比劣质的服务花费多12
从平庸到卓越17
运用卓越服务的三个真理18
第二部分:七种简单方式提升客服质量
第二章表达由衷的关心
如何表达由衷的关心25
从平庸到卓越42
表达由衷的关心44
第三章给予真诚又特别的恭维
留意机会给予恭维47
影响给予恭维的因素49
如何给予真诚又特别的恭维52
认可同事57
从平庸到卓越63
运用真诚又特别的恭维64
第四章分享独家信息
独家信息使客户体验更具价值67
独家信息带来的益处69
如何分享独家信息75
从平庸到卓越82
运用独家信息83
第五章传达真挚的热情
领导力在培养真挚的热情过程中起到的作用87
如何传达真挚的热情90
从平庸到卓越100
运用真挚的热情101
第六章恰当的运用幽默
恰当运用幽默的时机105
不合时宜的幽默115
从平庸到卓越117
恰当的运用幽默118
第七章制造惊喜
如何制造惊喜121
从平庸到卓越136
制造惊喜137
第八章担当服务英雄
两种服务英雄140
如何用英雄式服务来解决客户问题145
从平庸到卓越155
成为服务英雄156
第三部分:工作本质结合工作职责
第九章从平庸到卓越
为什么平庸的客服随处可见而卓越的客服少之又少163
如何提高客服质量,从平庸到卓越165
从平庸到卓越178
工作本质结合工作职责179

Book Abstract

这本书不会教你如何通过不断地超越客户的期待与需求来赢得他们“哇塞!”的赞赏声,这都不是长久之计。大多数人都不想处处遇到“离谱的”或“言过其实的”客服。在每天的服务环境中,大多数客户只是想要被承认、被欣赏。
《卓越服务:使客户服务从平庸到卓越的七个简单方法》是教你用一些小事来传达给客户他们很重要以及他们的业务被重视的讯息。它告诉人们打破常规,坚持用一些“额外小事”来留给客户长久积极的印象。毕竟,平庸与卓越之间的区别就是那么一点“额外”。
第一部分通过明确两种规格的员工职责和卓越服务的三个真理来为取悦客户做好准备。无论你是服务业新人还是经验丰富的老手,这部分都会拓展你对客服职责的定义,并可能会影响你管理客服人员的方式。
第二部分介绍了七种具体的行为,这些行为能够让你立刻提升你所提供或相关的客服质量。这七种提高客服质量并使之从平庸到卓越的简单方式是自然和本能的。这里没有提供脚本或指令性的缩略词让员工成为自己以外的其他人,这些行力鼓励员T将自己做到最好!
第三部分为企业的当务之急和现有员工职责的结合提供了一种全新的思维方式,其目的在于使优秀客服不断涌现而不是偶然出现,尽管这是由企业的特殊性所决定的。
通读全书,你会发现本书涉及顾客、客户、客人、购物者、乘客、病人、会员等诸多信息。无论你如何看待你的客户,即使你的客户是职员、业主、小贩或其他利益相关者,本书教给我们的知识都可以学有所用。事实上,我想进一步告诉你,这些知识也同样适用于你个人生活中所服务的“客户”——无论是你的配偶、孩子、朋友、邻居,还是陌生人。
……

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Brand Jingdong book
Brand Origin China

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