卓越的客户服务

与内部和外部的客户联系时，使用电子邮件和电话通讯频率高的人群

理解保护品牌形象对组织的重要性
理解如何确定客户的真正的需求
评估和改变在管理困难的情况时的行为
了解您个人对客户的影响
计划和管理您对客户的回应

专业客户服务
1.反映组织价值的服务
2.比较您的服务和品牌形象
3.第一时间内给出-态度，想法，行为

试探出客户的真正需求
1.确认客户和问题
2.他们想我们做什么？
3.每次都积极回应

了解个人对客户的影响
1.措辞
2.语气
3.销售频率
4.第一时间了解

发展以客户为本的客户关系
1.通过语气和文字表达来处理客户关系
2.规划解决客户问题

最佳电子邮件和电话技巧
1.打开，阅读，回复，签署
2.十大错误
3.十大窍门
4.处理难以应付的客户和他们的要求

个人实践空间
1.停止做
2.保持做
3.从明天开始做

Alex earned Master degree from University of Wollongong NSW Australia. He a professional executive coach, business consultant. His thinking style assists organizations to recognize and breakthrough their existing paradigms in order to solve strategic problems and generate non-traditional approaches to work through difficult situations. His business coaching clients often experience a quick hit by doubling their business within weeks.
Alex has many years of working experiences as a professional corporate trainer, and has first-hand experience in Banks, Stock Broking and Tourism. When he was lecturer with Shanghai International Finance Institute, he gave training in Financial English and Banking Knowledges.