有效处理客户的不满、抱怨和投诉实务（上海，4月7-8日）

北京曼顿咨询

<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">有效处理客户的不满、抱怨和投诉实务（上海，<SPAN lang=EN-US>4</SPAN>月<SPAN lang=EN-US>7-8</SPAN>日） <SPAN lang=EN-US><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">【培训日期】</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">2009</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">年<SPAN lang=EN-US>4</SPAN>月<SPAN lang=EN-US>7-8</SPAN>日<SPAN lang=EN-US><SPAN style="mso-spacerun: yes">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </SPAN><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-font-kerning: 0pt">【培训地点】</SPAN></B><SPAN style="FONT-FAMILY: 宋体; mso-font-kerning: 0pt">上海<SPAN lang=EN-US><SPAN style="mso-spacerun: yes">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </SPAN><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">【培训对象】</SPAN></B><SPAN style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">客户服务经理、客户服务专员等，其他的在工作中需要与客户接触的客户服务部人员、销售部人员、接待人员、售后服务人员等。</SPAN><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">【课程目标】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P style="MARGIN: 0cm -8pt 0pt 45pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; tab-stops: 45.0pt; mso-para-margin-left: 45.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: -.76gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■让有关客户服务的卓越理念能真正渗透在客服人员的一言、一行、一笑等神态举止之中；<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P style="MARGIN: 0cm -8pt 0pt 45pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; tab-stops: 45.0pt; mso-para-margin-left: 45.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: -.76gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■能够通过客户服务沟通核心环节的技巧演练切实提升一线人员处理客户不满与抱怨的能力；<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P style="MARGIN: 0cm -8pt 0pt 27pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 27.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: -.76gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■在清晰区分不满、抱怨、投诉的差别的基础上，掌握处理以上各类客户反应的方法、步骤、技巧；<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P style="MARGIN: 0cm -8pt 0pt 27pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 27.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: -.76gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■能够参与客户投诉处理的管理环节，共同提升客户服务的整体水平。<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">【课程背景】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P style="MARGIN: 0cm 0.95pt 0pt 42.75pt; TEXT-INDENT: -15.75pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: -1.5; mso-para-margin-left: 2.57gd; mso-para-margin-top: 0cm; mso-para-margin-right: .09gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■客户服务已成为企业塑造持续竞争优势的核心抓手；<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P style="MARGIN: 0cm 0.95pt 0pt 42.75pt; TEXT-INDENT: -15.75pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: -1.5; mso-para-margin-left: 2.57gd; mso-para-margin-top: 0cm; mso-para-margin-right: .09gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■大多数企业都需要面临如何更好地处理客户的投诉与抱怨的问题；<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P style="MARGIN: 0cm 0.95pt 0pt 42.75pt; TEXT-INDENT: -15.75pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: -1.5; mso-para-margin-left: 2.57gd; mso-para-margin-top: 0cm; mso-para-margin-right: .09gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■而抱怨与投诉的客户只占到心存不满的客户的极小一部分比例；<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P style="MARGIN: 0cm 0.95pt 0pt 42.75pt; TEXT-INDENT: -15.75pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: -1.5; mso-para-margin-left: 2.57gd; mso-para-margin-top: 0cm; mso-para-margin-right: .09gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■追求一流客户服务水平的企业除了提升处理客户抱怨与投诉的能力以外，需要更多地去关注心存不满而并没有说出来的客户，这也许才是企业服务竞争优势塑造的真正分水岭；<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P style="MARGIN: 0cm 0.95pt 0pt 42.75pt; TEXT-INDENT: -15.75pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: -1.5; mso-para-margin-left: 2.57gd; mso-para-margin-top: 0cm; mso-para-margin-right: .09gd; mso-para-margin-bottom: .0001pt"><SPAN style="FONT-SIZE: 10.5pt"><FONT face=宋体>■本课程在清晰区分认识客户的不满、抱怨、投诉的差别的基础上，首先训练提升处理客户的投诉和抱怨的能力，但更多地从全局的角度，培养企业和员工能够从战略层面以深邃的客户需求先见能力探寻与管理客户的不满，构建起完善的客户反馈系统，从而真正地征服客户、傲视群雄，塑造持续的服务竞争优势。<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">【课程大纲】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 21pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 2.0gd"><SPAN><U>一、认识与区分客户的不瞒、抱怨、投诉<o:p></o:p></U></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>1、比较不满、抱怨、投诉的差别<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">比较差别<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">不满、抱怨、投诉的处理<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>2、研讨练习：比较潜在价值的大小<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">总结：不同服务水平的企业和个人能力提升的重点<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>3、构建企业的客户反馈管理系统<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户反馈的不同形式<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户反馈管理的重点<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户反馈处理与管理的分工<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 21pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 2.0gd"><B><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; LETTER-SPACING: 1.7pt; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></B></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 21pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 2.0gd"><SPAN><U>二、用卓越的服务理念指导客户反馈处理的行为实践<SPAN style="LETTER-SPACING: 1.7pt"><o:p></o:p></SPAN></U></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>1、如何才能以客户为中心 <o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户为何不满？<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">检查表中找差距<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户服务的概念<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 105pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 10.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">练习：优质的客户服务表现<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">以客户为中心的理念和表现<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 105pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 10.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">练习：区分何者是以客户为中心<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>2、独享超值服务的回报 <o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">提升客户需求的先见能力<SPAN lang=EN-US> <o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">超值服务的无穷价值<SPAN lang=EN-US> <o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">计算与研讨：超值服务的回报<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">总结：客户抱怨与超越预期的对应关系<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>3、抱怨是金——企业长盛不衰的理念基因<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 8.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户永远是对的？<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 8.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户服务——没有任何借口<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 8.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">小组研讨：请比较潜在价值的大小<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>4、处理客户反馈过程中的心态管理<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 8.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">关注点管理：心态、心理、技术等<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 8.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户方、处理方的关注点分析与识别<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 21pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 2.0gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 21pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 2.0gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>三、提升处理不满、抱怨、投诉过程中的服务沟通技巧<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">1</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、认识服务沟通<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">练习：服务、沟通、卓越人生<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">2</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、处理不满、抱怨、投诉过程中的倾听技巧<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">倾听的一般注意点<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">案例分析：区分不同表现的听的习惯<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">听出客户的不满、采取不同的处理策略<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">3</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、处理不满、抱怨、投诉过程中说的技巧<SPAN lang=EN-US> <o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">研讨练习：处理不满、抱怨过程中十个常见场合下的应答<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">案例分析：说的口气<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">4</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、 处理不满、抱怨、投诉过程中问的技巧<SPAN lang=EN-US> <o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">案例分析：问的智慧<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">练习：处理客户反馈不同环节下如何运用开放式问题与封闭式问题<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">5</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、 处理客户反馈过程中的身体语言<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">活动：身体语言的影响力<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">案例研讨：客户服务过程中如何提升感染力<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 6.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">6</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、 处理客户反馈过程中的电话沟通技巧<SPAN lang=EN-US> <o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">电话沟通的一般要求<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">客户为何对我们的电话表现不满<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 63pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0; mso-para-margin-left: 6.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">案例分析：呼叫中心的电话接待<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 21pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 2.0gd"><B><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></B></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 21pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 2.0gd"><U><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none; mso-bidi-font-weight: bold">四、</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none">有效处理客户的不瞒、抱怨、投诉<o:p></o:p></SPAN></U></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>1、深挖客户不满<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"> 一线员工如何关注客户不满<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"> 探寻客户需求的方法<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"> 客户服务管理系统对于客户不满的挖掘<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN lang=EN-US style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none; mso-ansi-language: EN-US"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>2、珍惜客户抱怨<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><SPAN style="mso-spacerun: yes">&nbsp;</SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">他们抱怨的是什么？抱怨的是谁？<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><SPAN style="mso-spacerun: yes">&nbsp;</SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">服务管理者如何关注与管理客户抱怨<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><SPAN style="mso-spacerun: yes">&nbsp;</SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">一线员工如何处理客户抱怨<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 115.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">平息客户抱怨的主要步骤<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 115.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">平息客户抱怨的重点环节<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN lang=EN-US style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none; mso-ansi-language: EN-US"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>3、管理客户投诉<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"> 投诉带来什么？<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"> 投诉处理的流程<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"> 如何组织后期改善<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: 8.0gd"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">研讨：本公司的客户投诉集中点、主要价值、应对策略<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><o:p><U>&nbsp;</U></o:p></SPAN></H1>
<H1 style="TEXT-JUSTIFY: inter-ideograph; MARGIN: 0cm 0cm 0pt 56.9pt; LINE-HEIGHT: 20pt; TEXT-ALIGN: justify; mso-line-height-rule: exactly; mso-para-margin-left: 5.42gd"><SPAN style="FONT-SIZE: 10.5pt; COLOR: windowtext; FONT-FAMILY: 宋体; TEXT-DECORATION: none; text-underline: none"><U>4、处理客户反馈实战演练<o:p></o:p></U></SPAN></H1>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">【讲师介绍】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes">&nbsp;&nbsp;&nbsp; </SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">田老师，</SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">中国培训资讯网<SPAN lang=EN-US>(www.e71edu.com)</SPAN>资深讲师，</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">管理学硕士，毕业于复旦大学，中国创造学会会员；资深管理培训专家、客户服务培训专家；拥有二十四年的企业管理、管理咨询、教育与培训工作经验；公司特聘培训师。田老师曾担任界龙集团（上市公司）总裁办秘书科长、发展部负责人、培训部经理；江苏彤阳纺织制品厂厂长助理；专业咨询机构高层管理；积累了较为丰富的企业管理实战经验、管理咨询研究经验、管理培训实务经验。田老师授课在于借助多年的管理咨询与管理实践背景，使得课程既有实实在在的以一定理念为基础的结构性知识点介绍，又有众多切合企业实际的、能使得课程气氛活跃的游戏感悟、互动研讨、案例分析、操作演练等。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes">&nbsp;&nbsp;&nbsp; </SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt">田老师曾服务过的部分客户有：一汽大众、日立电梯、<SPAN lang=EN-US>TCL </SPAN>、爱立信、永达集团、平安保险、艾欧史密斯、上海银联、丰田汽车、健特生物（脑白金）、上海银行、大亚湾核电站、中国银行、宝钢东方钢铁、南京银城物业、高丝化妆品、国航重庆公司、泰豪科技、上海社保中心、华体信息、河南移动、人寿保险、山西通信、青岛啤酒、广东电信、江西铜业、大西洋贝尔、上海石化、锦湖轮胎、好家庭健身器材、中国冶金钢材、美标<SPAN lang=EN-US>-</SPAN>特灵空调、北京亚商在线、成都商业银行、世纪互联（上海）、肖特特种玻璃（苏州）、沪东重机、龙头股份等。<SPAN lang=EN-US> <o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">【费用及报名】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">1</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、费用：培训费<SPAN lang=EN-US>2500</SPAN>元（含培训费、讲义费）；如需食宿，会务组可统一安排<SPAN lang=EN-US>,</SPAN>费用自理。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">2</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、报名咨询：<SPAN lang=EN-US>010-63836477<SPAN style="mso-spacerun: yes">&nbsp; </SPAN>63830994<SPAN style="mso-spacerun: yes">&nbsp; </SPAN>13810210257<SPAN style="mso-spacerun: yes">&nbsp; </SPAN></SPAN>鲍老师<SPAN lang=EN-US><SPAN style="mso-spacerun: yes">&nbsp; </SPAN><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">3</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、报名流程：电话登记<SPAN lang=EN-US>--&gt;</SPAN>填写报名表<SPAN lang=EN-US>--&gt;</SPAN>发出培训确认函<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">4</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、备注：如课程已过期，请访问我们的网站，查询最新课程<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">5</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、详细资料请访问中国培训资讯网：<SPAN lang=EN-US><A href="http://www.e71edu.com/"><FONT color=#0000ff>www.e71edu.com</FONT></A> (</SPAN>每月在全国开设四百多门公开课，欢迎报名学习<SPAN lang=EN-US>)<o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 8.9pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-para-margin-left: .85gd"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p>&nbsp;</o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; tab-stops: 81.0pt 108.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="COLOR: red; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p>&nbsp;</o:p></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; tab-stops: 81.0pt 108.0pt"><SPAN lang=EN-US><o:p><FONT face="Times New Roman">&nbsp;</FONT></o:p></SPAN></P>