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1、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
2、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：______________________________________________________ ____________________________________________________________ ___________________________________________________
3、 ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________
4、 ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _______________________________
5、 ____________________________________________________________ ____________________________________________________________ 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
6、 = 0 重点记录:____________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________
7、 _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ ________________________________
8、 ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ ___________________
9、 _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____
10、 _____________________________________________________________ _____________________________________________________________ 常规服务 售前： 1、____________________________________________________________ _________________
11、 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ___________________________________
12、 4、_____________________________________________________________ _____________________________________________________________ 售中： 1、____________________________________________________________ _______________________________________________
13、 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________
14、 4、_____________________________________________________________ _____________________________________________________________ 售后： 1、____________________________________________________________ ____________________________________________________________ 2、________
15、 ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________ 4、__________________________
16、 _____________________________________________________________ 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: _______________________________________________________________ ________________
17、 _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ ________________________________________________________
18、 _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________
19、 _______________________________________________________________ 心得:__________________________________________________________ _______________________________________________________________ _______________________________________________________________ ______
20、 _______________________________________________________________ _______________________________________________________________ ________________________________________________________________ _____________________________________________
21、 _______________________________________________________________ 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:_______________________________________________________ _________________________________
22、 _________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _______________________________________________________________
23、 __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _______________________
24、 心得:_____________________________________________________________ __________________________________________________________________ __________________________________________________________________ _________________________________________________
25、 __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _________
26、 __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 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
27、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:_______________________________________________________ _________________________________________________________________ _________________________________________________________________ _________
28、 __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _____________________________________
29、 __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 心得:__________________________________________________________
30、 __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _______________________
31、 __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ ___________________________________________________
32、 __________________________________________________________________ __________________________________________________________________ 客户服务的境界: ( ) 预期 ( ) ( ) ( ) 重点记录： _____________________________________________________________ _____________________
33、 _____________________________________________ _____________________________________________ ____________________________________________________________ _____________________________________________ _____________________________________________ ________________________
34、 ____________________________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ 海底捞的启示 重点记录：___________________________________________
35、 _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________________________________________________________________________________
36、 海尔的启示 重点记录:____________
37、 _____________________________________________________________________ ___________________________________________________________________________________________________________________________________________________________________________________
38、 我们要做的服务 1、没有投诉： _________________________
39、 ________________________________________________________ ________________________________________________________ 2、________:__________________________________________________________ ___________________________________________
40、 __________________________________________________________ 3、积极主动：________________________________________________________ ________________________________________________________ ________________________________________________________ 4、___
41、 _________________________________________________________ _________________________________________________________ 5、_________:_________________________________________________________ __________
42、 _________________________________________________________ 6、_________:_________________________________________________________ _________________________________________________________ __________________________
43、 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:__________________________________________________________ ________
44、 __________________________________________________________ __________________________________________________________ __________________________________________________________ ________________________
45、 __________________________________________________________ 别人发表的: _________________________________________________________ __________________________________________________________ ___________________________________________
46、 __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________
47、 教材总结的: 1、服务差异性： __________________________________________ ________________________________________________________ ________________________________________________________ 2、__________：人有我新 _________________________________________
48、 3、服务细节性：________________________________________________________ ________________________________________________________ ________________________________________________________ 4、___________：人优我恒 _________________________________________
49、 _________________________________________________________ 讨论：客户希望获得的服务 自己案例：____________________________________________________________ ____________________________________________________________ _________________________________________________
50、 ____________________________________________________________ ___________________________________________________________ ____________________________________________________________ ____________________________________________________________ _______________
©2010-2026 宁波自信网络信息技术有限公司 版权所有
客服电话：0574-28810668 投诉电话：18658249818
浙ICP备2021020529号-1 | 浙B2-20240490
关注我们 ：
