客戶(hù)關(guān)系管理

1.理解客戶(hù)偏好的驅(qū)動(dòng)因素
反思為維護(hù)客戶(hù)關(guān)系，我們做了些什么
區(qū)分客戶(hù)的內(nèi)在和外在期望
分析客戶(hù)滿(mǎn)意度機(jī)制
什么是客戶(hù)忠誠(chéng)度？

2.提升對(duì)職業(yè)化客戶(hù)服務(wù)的投入
將崗位角色和公司目標(biāo)相結(jié)合
同客戶(hù)打交道
把握與客戶(hù)間的對(duì)話(huà)

3.向客戶(hù)展現(xiàn)出我們的換位思考
探究情緒對(duì)人際溝通的影響
展示出我們對(duì)客戶(hù)的尊重和體諒
培養(yǎng)人際交往中的自信

4.用誠(chéng)信影響客戶(hù)
提升我們的客戶(hù)服務(wù)技能
激勵(lì)客戶(hù)忠誠(chéng)度
在棘手的情境中維護(hù)客戶(hù)關(guān)系

5.“瞄準(zhǔn)”客戶(hù)偏好
信守對(duì)客戶(hù)的承諾
向客戶(hù)提出好主意，以贏得回頭客
做到提前一步想到客戶(hù)需求，知道如何給客戶(hù)驚喜

1. Understanding the drivers of customer preference
Re-thinking your contribution to the customer relationship
Distinguishing between customers’ implicit and explicit expectations
Analysing the mechanics of customer satisfaction
What is customer loyalty

2. Developing your professional engagement towards customer service
Linking your role with company goals
Facing customers
Managing customer conversations

3. Showing empathy
Exploring the impact of emotion in interpersonalb communication
Showing the customer our respect and consideration
Developing confidence in interactions

4. Influencing customers with integrity
Enhancing your customer service skills
Encouraging customer loyalty
Preserving relationships in difficult situations

5. Anchoring customer preference
Keeping your promises to the customer
Advising the customer wisely to win repeat business
Anticipating customer needs and knowing how to surprise