5.通过解决问题，提高客户忠诚度，建立真正的联盟关系 * 积极有效地处理出现的特殊问题 * 建立系统的工作方式，以获得良好的客户关系，达成真正的联盟 1. The benefits of excellence service * The origin, development, contents of CRM * How it creates value to the organization and yourself
2. Managing customer expectations * Understand the needs in five stages of the meeting * Manage the expectation and avoid the unreasonable demands from the customers * Understand that customer satisfaction is based on perceptions * Cultivate customers’ preference in order to achieve their loyalty
3. Build the relationship and gain the confidence * Establish a good image through consideration * Win the confidence by professionalism * Feel customers’ emotions by using empathy
4. Keep the commitment to increase your credibility with customers * Understand our roles and responsibilities * Expand your persuasion skills to urge clients to make a decision * Build future vision
5. Dealing with difficult customers to gain repeated business * Recognize and respond effectively to specific customer behaviors * Using a systematic working methods to establish customers’ alliance
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课程大纲
* 客户关系管理的起源、发展、内容
* 客户关系管理是如何对公司和个人产生意义的
2.理解客户的需求，提高客户满意度
* 与客户会谈的五步骤，建立良好的会谈气氛, 理解客户的真正需求
* 有效管理客户的期望值，避免客户的无理要求
* 掌握满意度来源，有的放矢地提高客户满意度
* 以客户忠诚度为目标，培养客户的偏好
3.建立真正的人际关系，获得客户的好感
* 关注对方，给客户建立一个良好的印象
* 具备专业素养，获取客户的信任
* 运用同理心，感受对方的情绪，理解对方的感情
4.遵守对客户的承诺，赢得客户的认可
* 明确自己的角色定位，了解自身的责任和义务
* 掌握有效的说服技巧，推动客户做出决定
* 建立未来愿景，开创合作新天地
5.通过解决问题，提高客户忠诚度，建立真正的联盟关系
* 积极有效地处理出现的特殊问题
* 建立系统的工作方式，以获得良好的客户关系，达成真正的联盟
1. The benefits of excellence service
* The origin, development, contents of CRM
* How it creates value to the organization and yourself
2. Managing customer expectations
* Understand the needs in five stages of the meeting
* Manage the expectation and avoid the unreasonable demands from the customers
* Understand that customer satisfaction is based on perceptions
* Cultivate customers’ preference in order to achieve their loyalty
3. Build the relationship and gain the confidence
* Establish a good image through consideration
* Win the confidence by professionalism
* Feel customers’ emotions by using empathy
4. Keep the commitment to increase your credibility with customers
* Understand our roles and responsibilities
* Expand your persuasion skills to urge clients to make a decision
* Build future vision
5. Dealing with difficult customers to gain repeated business
* Recognize and respond effectively to specific customer behaviors
* Using a systematic working methods to establish customers’ alliance
本课程名称： 客户关系管理
查看更多：客户服务公开课