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class="shop_shijian">發布日期：2021-03-11 19:11:17</span> </div> <div></div> <article style="font-family:宋體;line-height:35px;"> <p> <img src="http://image.baijiao.org/20210311191107_54447.jpg" alt="以客戶為中心的客戶服務體系-上?；莸屡嘤? title="以客戶為中心的客戶服務體系-上海惠德培訓" width="100%" /> </p> <section class="kjia28"> <section class="kjia28_1"> <section class="kjia28_2"> <section class="kjia28_3">惠德培訓的《以客戶為中心的客戶服務體系》內容包括數字化時代的服務體系構建、數字化時代以客戶為中心理念的落實、數字化時代構建客戶服務管理體系、數字化時代客戶服務體系的運行與管理。<br /> </section></section></section></section> <section class="xmf-cont"> <section class="xmf-tit"> <section class="xmf-fl"> <strong>培訓對象<br /> </strong> </section> </section> </section> <section class="clear"></section> <p class="daod3"> 總經理、客服總監、CRM主管、客服主任、客戶經理等中高層管理人員 </p> <section class="xmf-cont"> <section class="xmf-tit"> <section class="xmf-fl"> <strong>課程收益<br /> </strong> </section> </section> </section> <section class="clear"></section> <p class="daod3"> 1、市場競爭激烈，迫切需要提升客戶滿意度，降低服務運營成本。如何在這二者之間找到平衡點？<br /> 2、產品同質化，需要新的差異化，良好服務的打造比生產優質產品要難；<br /> 3、服務體系投入人力、物力巨大，耗時長，直接效果卻不明顯。如何進行服務增值鏈分析，重點投資增值環節便于改善公司的服務體系；<br /> 4、當客戶滿意度和公司管理成本之間發生沖突時，如何進行服務定位，動態分析服務與企業戰略關系，做出正確的選擇；<br /> 5、服務過程中內部溝通困難，協調難度大，對外反應慢，如何有效地進行服務系統設計，這一點至關重要；<br /> 6、客戶對服務要求越來越高，一不留神，溝通不到位，就會造成公關危機。要及時重視服務營銷和溝通，避免客戶期望過高。 </p> <section class="xmf-cont"> <section class="xmf-tit"> <section class="xmf-fl"> <strong>課程大綱<br /> </strong> </section> </section> </section> <section class="clear"></section> <p class="daod3"> 第01章數字化時代的服務體系構建<br /> 1、數字化時代對企業服務的要求<br /> 2、客戶服務管理體系的主要模塊<br /> 3、客戶服務管理體系案例分析<br /> 第二章數字化時代以客戶為中心理念的落實<br /> 1、把“以客戶為中心”服務理念落實到管理理念中<br /> 2、把“以客戶為中心”服務理念落實到員工的行為中<br /> 第三章數字化時代構建的客戶服務管理體系<br /> 1、數字化時代客戶服務戰略的制定<br /> 2、數字化時代客戶服務組織體系的構建<br /> 3、優化服務流程<br /> 4、提升服務標準<br /> 5、控制服務質量<br /> 6、客戶反饋處理系統的構建<br /> 7、客戶服務管理體系的制度、規范、文件<br /> 8、客戶服務管理的保障系統<br /> 第四章數字化時代客戶服務體系的運行與管理<br /> 1、客戶服務改善項目管理<br /> 2、客戶服務人員的管理<br /> 3、輔導下屬提升客戶服務技巧<br /> 4、塑造卓越的服務文化<br /> 第五章、客戶服務管理案例分析 </p> <section class="kjia3"> <section 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