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用戶思維英文版Customer Service and Empathy Improvement Training - To C Customer

主講老師: 牟坤 牟坤

主講師資:牟坤

課時(shí)安排: 1天/6小時(shí)
學(xué)習(xí)費(fèi)用: 面議
課程預(yù)約: 隋老師 (微信同號(hào))
課程簡(jiǎn)介: 請(qǐng)看詳細(xì)課程介紹
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更新時(shí)間: 2023-07-05 10:07

Customer Service and Empathy Improvement Workshop

                             - To improve C customer experience

 

 

Background:

The experience of C-end customers entering the service site at every contact point will be scored in their hearts, which will affect their purchase decisions at the service site, whether to choose again in the future, and referrals. Before a decision, there is a series of complex psychological activities and logical judgments. The higher price, the higher requirements of explicit and implicit added value of "service". Therefore, establishing emotional links with customers, thinking from the customer's perspective, and winning the trust on service personnel and enterprises are skills that everyone who communicates with customers must learn. That is Service.

This course aims to improve the precise "service" level of employees, enhance their empathy with different customers, so as to enable customers to obtain positive experiences and increase loyalty; At the same time, it also allows managers to understand that service is a top-down overall concept that cannot be separated. To achieve lasting and stable service quality, it is necessary to start with corporate culture and processes. We take "service" itself as a product to sell, gain customer trust, and expand brand influence.

 

Objective:

Identify the significance of services to businesses and staff individuals, and motivate employees to attach importance to services.

Promote managers to improve the company's service culture and processes, and reduce customer perceived service fluctuations.

Promote employees to understand their role positioning and how individual behavior affects customer perceptions of the enterprise.

Improve employee empathy, understand customer expectations, needs, and motivations, and better empathize with customers.

Increase the sensitivity of employees to people and quickly identify the characteristics of different types of customers and establish a more harmonious relationship with customers.

Promoting internal service capabilities and serving internal customers well is the foundation for serving external customers.

 

Audience: Service Provider

 

Duration: 2 days(6 hours/day), can compress to 1 day based on learning needs

 

Form:

Facilitator’s teaching

Participant experience

Case sharing

Group discussion

Situational drill

Team Games

 

Guideline

1st ModuleCustomer Experience Panorama

1. Opportunities and Challenges

Interpreting today's competition - The competition of enterprises is to compete for customers

Employee performance directly affects the positioning and brand of the enterprise

 

2. Profit chain of service industry

Do you really understand "service"?

The value of service to employees: an example of three bottles of water

If you want to serve customers well, first serve yourself well

Service makes guests feel owing you and willing to pay for high prices

The underlying logic of the service value chain: high level services are a series of reactions

Key factors in leveraging the value chain

Core elements of service blueprint: peak value and final value

 

3. Relationship between service and enterprise sales performance

MOT Critical Moment: SAS Airlines' 100 Million Deviation

Behavior mode of MOT at critical moments

Sell services as products

 

4. Customer Experience and Customer Decisions

The customer's decision is subjective and emotional

The customer experience is influenced by 7 factors

Behind the service presentation is the brand positioning and value proposition

Customer experience runs through the customer decision-making process

Differentiated Touchpoints in Customer Experience - Human Factors

 

2nd Module: Establish correct service mentality and service awareness

1.  Role positioning of customer on-site employees

What exactly is provided to the customer?

Understand the difference between job responsibilities and the nature of work

Excellent service depends on your willingness

Excellent service does not cost more than inferior service

 

2.  Service awareness is the first step of excellent service

The process of customer loyalty

Thinking patterns form the perception of different customers

Proactive service awareness

Customer differentiated service awareness

Positive guiding service awareness

Sincere and moving service consciousness

Timely feedback service awareness

A sense of commitment to service

Customer friendly service awareness

Achieve customer service awareness

Service awareness of keeping pace with the times

Serve as a service hero

 

3.  Service starts from the heart

Psychological Iceberg Model of Service Personnel

Expressing sincere concern for people, not things

Convey sincere enthusiasm

Serving wholeheartedly: Shangri-La promotional film

Create surprise: instant surprise, post service surprise

Happy Work Mindset - Work is a Gift

Gratitude mindset – customers give us opportunities

Positive and sunny work attitude - the power of positive thinking

Emotional Stress Management in Frontline Services - ABC Theory

    

3rd Module: Understanding customer needs and building trust with customers

1. Draw a customer portrait

Breakdown of curent customer needs

Changes in priorities in the new era

Customer feature extraction

 

2. Customer demand exploration

Differences in customer expectations, needs, and motivations

Several levels of customer demand: sharing exclusive information

The explicit and implicit needs of customers

Think: What other needs have not been met?

 

3 .  Listening Deep needs of customers

Put yourself down

3 F Principles

Listen the system of customers

 

4. Win the trust of customers

Trust=Professional+Reliable+Intimate

Trust is based on motivation from the other person's perspective

Several dimensions of trust

Building trust: a bridge for value transmission

Professional trust: the fastest way to build trust

Relationship trust: kidnapping customers with emotions

Benefit trust: the most effective way to establish trust

 

4th Module: Identify Human Nature Through Customer Traces

1. Customer Traces and Basic Assumptions

Explicit information and abnormal hints

Customer perception layer and role framework layer

Feel the emotional fluctuations of customers

Customer Influence Center

 

2. Understand the customer's heart

The human heart is unpredictable, grasping the customer's heart

How people are brainwashed

Effective entry points for observing human nature

Naturally influencing customers' choices

Identify the values behind the customer

Identify the authenticity of customer statements

 

3. Identify customers with different personality traits

Case discussion: Inspiration from a couple's deathbed testimony

DISC kernel: two dimensions, two principles

Quickly identify four behavioral styles

Adjust your personality to stimulate greater self potential

 

4. Interpreting Customers with Different Personality Traits

Customers with different personalities have different preferences, concerns, and goals

Customers with different personalities have the most different pain points and intolerable communication styles

Learn to get along with customers with different personalities and establish relationships

 

5. The Simple Application of Personality Analysis in Interactive Communication

Customers with different personalities have different sales methods

Customers with different personalities have different complaint methods

 

5th Module: Service Communication - Mobilizing all resources to provide the best experience for customers

1. Communication Objectives

Establish product advantages

Understand the advantages: The advantages that customers believe are the advantages

Present product advantages: product link benefits

Present company advantages: sell the company to customers

Tell customer Who I AM

The dimension of affairs

Human dimension

Deal with customer complaints

Handling customer complaints and emotions

Value behind customer complaints

 

2. Left Brain Communication: Breakthrough Defense

metasomatic background

Factual statement

Focus on logical structure

Establish authority

 

3. Right Brain Communication: Guide Customers

Mirror effect, staying with customers

Focus on body language

Learn to tell stories, give examples, and visualize them

Create positive emotions for customers: 8 methods

Let the customer know what you have paid

Speak from the other person's perspective


 
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