课程详情
课程目标:
更积极地看待不满
更好地控制情绪
发现新的商机
更少的客户投诉和不满
更好的客户关系
更忠诚的客户
课程内容:
Complaint Handling Skills
圆满的客户投诉处理
客户投诉在所难免。不过,您的员工知道怎样及时控制其发展?知道采取相应的补偿行动吗?知道有技巧地处理让客户转怒为喜吗?如何使坏事变好事?
在此课程中学员将学到很多实用的技巧,同时结合您公司的实际进行练习。
课程大纲:
1. 建立积极的面对投诉的态度
客户不满的程度
顾客不满、抱怨、投诉的后果
抱怨与投诉的意义
以正向的态度面对投诉
服务失败的两种类型
投诉的分类
2. 顾客投诉心理分析
产生不满、抱怨、投诉的三大原因
顾客抱怨产生的过程
失去顾客的原因
顾客抱怨投诉的心理分析
顾客抱怨投诉目的与动机
3. 有效处理客户投诉,管理情绪和压力
影响处理顾客投诉效果的三大因素
影响处理顾客投诉效果的四大层面
顾客的性格分析及处理技巧
处理投诉的时机选择
处理投诉的流程
先处理感情,再处理事情;
用聆听、“缓冲”等方法及同理心来处理
处理投诉时的情绪管理,获得平静心态
处理投诉的4大要点
顾客抱怨及投诉处理的八对策
用“有效补偿”的方式来解决问题
4.做好后续工作,从投诉中获益
认真整改,及时反馈
迅速总结,改善流程
充分沟通,快速学习,避免再发
跟踪结果,持续改进
Complaint Handling Skills
Complaints are innevitable. Yet do your employees know how to resolve it at the early stage? How to smooth customers? How to take actions to solve customer’s problems?How to turn a dissatisfied customer into a loyal one?
Soft Strength™ Coaching brings companies the right tools to handle complaints.
This course will bring you benefits as bellows:
Less complaints;
Improved service quality;
Practical service skills;
Friendly and beneficial customer relations;
Repeat customers;
Better resolution of customer conflicts;
Course Outline:
1. Positive Attitudes towards Complaints
Understand why complaints are valueable
See complaints in a positive view
How to make loyal customers
Two service failures
Types of complaints
2. Complaints Psychology
Moment Of Truth and On The Stage
How do customers judge us?
Pay attention to customers
Build positive first impression on phone or face to face
Remember and use customers’ names
3. Resolving Complaint and Managing Emotion and Stress
Use “customer continuum” to profile a client
Deploy our unique process to work with dissatisfied customers
Effective listening and questioning skills
Use effective make-ups to solve the problem
Learn important Human Relation Principles
Make the customer feel important and build trust
Manage stress and keep a good mood
4. Follow up it and Gain from Complaints
Communication problems
Be responsive
continuous improvement