良好的客户服务曾经是许多企业最关注的一个概念。但如今，仅仅提供良好的客户服务已经远远不够了，企业只有在此基础上建立持久的
* 反思为维护客户关系，我们做了些什么
* 区分客户的内在和外在期望
* 分析客户满意度机制
* 什么是客户忠诚度
2.提升对职业化客户服务的投入
* 将岗位角色和公司目标相结合
* 同客户打交道
* 把握与客户间的对话
3.向客户展现出我们的换位思考
* 探究情绪对人际沟通的影响
* 展示出我们对客户的尊重和体谅
* 培养人际交往中的自信
4.用诚信影响客户
* 提升我们的客户服务技能
* 激励客户忠诚度
* 在棘手的情境中维护客户关系
5.“瞄准”客户偏好
* 信守对客户的承诺
* 向客户提出好主意，以赢得回头客
* 做到提前一步想到客户需求，知道如何给客户惊喜
1. Understanding the drivers of customer preference
* Re-thinking your contribution to the customer relationship
* Distinguishing between customers’ implicit and explicit expectations
* Analysing the mechanics of customer satisfaction
* What is customer loyalty
2. Developing your professional engagement towards customer service
* Linking your role with company goals
* Facing customers
* Managing customer conversations
3. Showing empathy
* Exploring the impact of emotion in interpersonalb communication
* Showing the customer our respect and consideration
* Developing confidence in interactions
4. Influencing customers with integrity
* Enhancing your customer service skills
* Encouraging customer loyalty
* Preserving relationships in difficult situations
5. Anchoring customer preference
* Keeping your promises to the customer
* Advising the customer wisely to win repeat business
* Anticipating customer needs and knowing how to surprise
* 从售前到售后，所有需要和客户接触的销售与销售支持人员，无论是面对面沟通、电话沟通或是邮件沟通