国货航重管理 重培训 有效提升服务水平
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 27pt; TEXT-ALIGN: left; mso-char-indent-count: 2.0; mso-pagination: widow-orphan" align=left><FONT color=#000000><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">为了进一步提升公司的客户服务管理水平、提高广大员工的沟通技巧</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">为客户提供优质的服务</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">国货航在北京举办了构建卓越的客户服务管理体系及沟通冠军</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">-</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务一线的极致沟通训练培训班</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">来自各运营基地、营销中心、营业部及华南基地等单位的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">30</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">余人参加了培训。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P><P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 27pt; TEXT-ALIGN: left; mso-char-indent-count: 2.0; mso-pagination: widow-orphan" align=left><FONT color=#000000><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">以上两门课程</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">公司特意聘请了华诚远卓</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">(</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">北京</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">)</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">管理咨询有限公司的专家前来授课。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 27pt; TEXT-ALIGN: left; mso-char-indent-count: 2.0; mso-pagination: widow-orphan" align=left><FONT color=#000000><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">构建卓越的客户服务管理体系</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">专家从客户服务管理体系、让战略视角的客户服务理念落实到实处、构建卓越的客户服务管理体系及客户服务管理体系的运行与管理四大方面作了深层次的讲解，通过互动和讨论的方式，让学员们去理解、消化，尽可能的掌握所学到的知识。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 27pt; TEXT-ALIGN: left; mso-char-indent-count: 2.0; mso-pagination: widow-orphan" align=left><FONT color=#000000><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">沟通冠军</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">-</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务一线的极致沟通训练这门课程专家从服务代表的规范用语训练、理解与安抚客户的技巧、预防和化解分歧的技巧、使投诉客户满意的技巧及客户服务的心理调适技巧五大方面作了全面细致的讲解</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">专家运用了大量的案例并让学员们做了大量的练习及小组讨论等多种形式</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">让大家真正学到了各种沟通技巧和能力</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">学会了关注、聆听、反馈及接待投诉的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">”CLEAR”(C-</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">平复客户和你的情绪</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman"> L-</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">积极地听客户的诉说</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman"> E-</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">与客户产生共鸣</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman"> A-</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">对客户表示歉意和感谢</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman"> R-</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">提出应急的和预见性的解决方案</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">)</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">沟通等技巧</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">大家边学边练习</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><FONT face="Times New Roman">,</FONT></SPAN><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">认真的去体会所学的内容。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 13.5pt"><o:p></o:p></SPAN></FONT></P><SPAN style="FONT-SIZE: 13.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"><FONT color=#000000> 此次培训将会对我们今后的工作起到积极的指导作用，从而有效提升服务水平。</FONT></SPAN>
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