职通商务英语课件第一册unitCustomerServ

VocationalBusiness EnglishCoursewareVolume1Un•The definitionandimportance of customerservice•The coreprinciples of目录customer service•Customer serviceskills•Customer serviceprocess•Customer ServiceCaseAnalysis01The definitionandimportance ofcustomerserviceDefinition ofcustomer serviceCustomer service refersto the actions,processes,and strategiesthat businessesuse tomanage theirinteractionswith customers.This includesactivities such as handlingcustomer inquiries,solving problems,and providinginformationto ensurecustomer satisfactionand loyalty.Customer serviceis notjust limitedto frontlineemployees;it involvesthe entireorganization,from managementtosupport staff,in deliveringa positivecustomer experience.The importance ofcustomer service•Building trust:Delivering excellentcustomer servicehelps tobuildtrust betweenthe businessand itscustomers.When customersaretreated well,they aremore likely to remainloyal andcontinue doingbusinesswith thecompany.•Enhancing brandreputation:The reputationof abusiness isclosely linkedto thequality ofcustomerserviceitprovides.Positive customerexperiences canlead toword-of-mouth marketingand improvethe overallreputationof thebrand.•Increasing customerretention:Satisfied customersare lesslikelytoswitch tocompetitors,which canlead tocostsavings inacquisition costsand increasedprofitability.•Gathering feedback:Customer serviceprovides avaluable sourceof feedbackfor businesses,enabling themtoidentify areaswhere improvementis neededand opportunitiesfor product or serviceenhancements.02The coreprinciples ofcustomerserviceCustomer FirstPrincipleCustomer FirstPrinciple:This principleImplementing theCustomer FirstPrinciple:Thisemphasizes puttingthe customers needs andcan beachieved byactively listeningtosatisfaction first,above allother considerations.customers needs,understanding theirService providers shouldalways aimto exceedpreferences,and promptlyaddressing any issuescustomer expectationsand providea seamlessor concernsthey mayhave.Additionally,experience.consistently goingabove and beyond toprovideadded valueand unexpectedservice delightscanhelp solidifya customersloyalty.Integrity principleIntegrityprincipleThis principleunderscores theimportanceofhonesty,fairness,and consistencyinall customerservice interactions.Service providersmust actwith integrity,remain truthful,and bereliable intheir dealingswith customers.Upholding theIntegrity PrincipleService providers shouldalways behonest intheir communication,offertransparent information,andbeconsistent intheir dealingswith customers.Additionally,admitting mistakes,owning upto anyshortcomings,and makingamendspromptly canhelp restoretrust andmaintain integrityin customerrelationships.Professional principle•Professional principle:This principleemphasizes theimportance ofprovidinga highlevel ofprofessionalism andexpertise inall customerserviceinteractions.Serviceprovidersmust havea strongcommand oftheindustry,product knowledge,and excellentcommunication skillstoeffectively servecustomers.•Embodying theProfessional Principle:Serviceprovidersshould continuouslyupgrade theirindustry knowledge,stay updatedwith markettrends,and demonstratea strongcommitment toprofessional development.Additionally,effective communicationskills,including activelistening,clear andrespectful language,and theabilityto resolvecustomer issuesquickly andefficiently,are essentialin upholdingthis principle.03CustomerserviceskillsEffective communicationskillsClear andconcise languageUsesimple languageand avoidtechnical jargonto ensurecustomersunderstand theinformation beingconveyed.Active listeningListenattentively tocustomersneedsand concerns,andavoid interruptingor assumingyou haveunderstoodcorrectly.Proper toneand attitudeMaintaina friendlyand professionaltone,and avoidsounding冷漠or curt.Complaint handlingskills010203Listen ApologizeSolve theproblemempathetically sincerelyquicklyEmpathize withcustomers Ifthe customeris unhappy,Identify theroot causeof thefeelings,and letthem knowyou apologizesincerely andexpress complaint,and takepromptunderstand theirpredicament.your willingnessto rectifytheactionto resolveit.situation.Tips forbuilding long-term relationshipsGreet customers warmly01Greetcustomersby nameand askabout theirwell-beingwhenever theyvisit yourestablishment.Provide personalizedservice02Get toknow yourcustomers preferencesand needs,and tailoryourservice tomeet theirexpectations.Go aboveand beyond03Surprise customerswith unexpectedgestures,suchassending athank-you noteor asmall gift,to createa memorableexperience.04Customer serviceprocessReceptionof customersGreetcustomers Accuratelyidentifywarmly andcustomer needsandprofessionally concernsProvideinformation Answerany questionsaboutproducts oror concernsraised byservicescustomersHandling customerneedsEnsure customerListenattentively tosatisfactionby providingcustomerrequests andsolutionsor alternativesfeedbackUpdatecustomers ontheAddress customerneedsprogress oftheir requestspromptlyand effectivelyorcasesafter-sale serviceMaintaincontact withAcknowledgeand followcustomersto ensuretheyup oncustomer feedbackaresatisfied withtheand requestsproductorservice1Collect anduse customerfeedbackto improveproductsor servicesResolveanyissuesorproblems thatarise afterthesale05Customer ServiceCaseAnalysisSuccess Case1:Winning CustomerTrust withHighQuality Service总结词通过提供高质量的服务赢得客户信任详细描述某家银行通过提供专业的理财建议、及时准确的交易信息和友好的客户服务，赢得了客户的信任，增加了客户忠诚度和业务量Success Case2:Quick Responseto SolveCustomerProblems总结词迅速响应解决客户问题详细描述一家电商平台的客服团队在接到客户反馈问题后，立即采取措施解决问题，并及时跟进，最终获得了客户的满意和好评Failure case:Neglecting customerneeds leadstocustomer churn总结词忽视客户需求导致客户流失详细描述一家健身房因为未能及时满足客户的需求和投诉，导致客户感到不满和失望，最终选择离开并寻找其他服务提供商感谢观看THANKS。