待客之道系列（一）ServiceSeries(I).PDFVIP

持續教育學院 School of Continuing Studies 待客之道系列(一) Service Series(I) 顧客服務篇 Two Way Customer Service 課程簡介 Course Introduction 在普遍認為「顧客永遠是對的」觀念下，前線員工和主管的角色至為重要，但相對地也非常吃力。 實際上，顧客服務是相向的，知己知彼更為重要。本課程旨在「相向的顧客服務」中，提升員工 與顧客溝通、推銷產品及服務等技巧，達致公司營業目標。 Is Customer always right? Nowadays, front-line staff and supervisors play a key role in customer service but relatively they are very exhausting. In fact, customer service is two-way, which means mutual understanding is much more important. “Wow…Service Series” training program aims to enhance employee’s technique in communication with customers, effective selling and service to achieve companys business objectives. 教學目標 Objectives 透過課堂學習、討論、經驗分享、模擬練習、個案分析和角色扮演等，讓參加者重新認識顧客服 務，接受「相向的顧客服務」概念，轉移固有心態。透過技巧訓練，加強溝通、銷售及服務技巧， 達致相嬴局面。 This course aims to let participants rediscover customer service through classroom learning, discussion, experience sharing, simulation exercises, case studies and role-playing, for leading a change to their inherent mentality and accept the “Two-Way Customer Service” concept for a win-win situation. 課程大綱 Course Outline ? 認識顧客和自己的心理特色及行為 ? 顧客服務的定義及重要性 ? 顧客和自己對服務的期望 ? 如何為不同個性的顧客服務 ? Understanding psychological and behavioral characteristics of both customer and employee ? Definition of the “Two Way Customer Service” ? Service expectation between customer and employee ? How to serve customers of different personality 教學對象 Target Audience 中小企前線主管及員工 或 對顧客服務有興趣人士 SMEs frontline officers and employee of customer service or any person who are interested 導師 Instructor 導師是 DISC 認證顧問、體驗式培訓導師。擅長執教有效溝通、銷售和客戶服務等技能培訓課 程。 擁有超過 9 年的保險營銷及顧客管理經驗，以【真．誠．迅．諾】的服務態度，取得客戶認同及 讚賞，贏得香港人壽保險從業員協會主辦並由客戶公開投票選舉的「專業壽險服務獎」。 在客戶服務範疇內，善於觀察及聆聽客戶真正需求，以行為風格理論為核心，結合經驗和實 踐，為客