实务手册-—寿险的中高端客户服务学员手册全稿.doc

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中高端客户服务学员手册中高端客户开拓与经营单元主题中高端客户服务学员手册 Train Better, Achieve Best 服务的意义：对公司：1、提高公司知名度，建立良好品牌，树立公司形象 2、持续经营，打造百年老店 3、创造利润，获得良质契约对客户：1、增加对公司的安全感 2、增强对自身的满足感 3、获得更充分全面的保障 4、成为其家庭经济顾问对个人：1、增加保额 2、提高继续率 3、介绍新客户 4、建立影响力中心心得：______________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 客户服务的公式：预期需求预期水平2 服务水平1 公式：服务水平-预期服务〉0 < 0 = 0 重点记录:____________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 常规服务售前： 1、____________________________________________________________ ____________________________________________________________ 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________ 4、_____________________________________________________________ _____________________________________________________________ 售中： 1、____________________________________________________________ ____________________________________________________________ 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________ 4、_____________________________________________________________ _____________________________________________________________ 售后： 1、____________________________________________________________ ____________________________________________________________ 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________ 4、_____________________________________________________________ _____________________________________________________________ 客户服务的心理：双因素理论: 满足不满意没有不满意/没有满意满意保健因素激励因素没满足满足没满足重点记录: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ 心得:__________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ ________________________________________________________________ _______________________________________________________________ _______________________________________________________________ 公平理论 OP——对自己报酬的感觉 Oa——对别人所获报酬的感觉 IP——对自己所作投入的感觉 Ia——对别人所作投入的感觉 OH——对自己过去报酬的感觉 IH——对自己过去投入的感觉重点记录:_______________________________________________________ _________________________________________________________________ _________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 心得:_____________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 强化理论当行为的结果对他有利时，这种行为就会重复出现；当行为的结果对他不利时，这种行为就会减弱或消失。原则 1、要针对强化对象的不同需要采取不同的强化措施。 2、小步子前进，分阶段设立目标，及时给予强化。 3、及时反馈重点记录:_______________________________________________________ _________________________________________________________________ _________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 心得:_____________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 客户服务的境界: ( ) 预期 ( ) ( ) ( ) 重点记录： _____________________________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ ____________________________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ ____________________________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ 海底捞的启示重点记录：___________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 海尔的启示重点记录:____________________________________________________________ _____________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 我们要做的服务 1、没有投诉：________________________________________________________ ________________________________________________________ ________________________________________________________ 2、________:__________________________________________________________ __________________________________________________________ __________________________________________________________ 3、积极主动：________________________________________________________ ________________________________________________________ ________________________________________________________ 4、________:_________________________________________________________ _________________________________________________________ _________________________________________________________ 5、_________:_________________________________________________________ _________________________________________________________ _________________________________________________________ 6、_________:_________________________________________________________ _________________________________________________________ _________________________________________________________ 由于缺少一个钉子由于缺少一个钉子,浪费了一个蹄铁由于缺少一个蹄铁,浪费了一匹马由于缺少了一匹马,浪费了一个骑手由于缺少了一个骑手,失去了一个口信由于缺少了一个口信,输掉了一场战斗由于一场战斗的失利,输掉了整个战争这都是由于缺少了那个钉子 ____本.富兰克林自己总结的:__________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 别人发表的: _________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 教材总结的: 1、服务差异性：__________________________________________ ________________________________________________________ ________________________________________________________ 2、__________：人有我新 __________________________________________________________ 3、服务细节性：________________________________________________________ ________________________________________________________ ________________________________________________________ 4、___________：人优我恒 _________________________________________________________ _________________________________________________________ 讨论：客户希望获得的服务自己案例：____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 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