优质服客户务 课程描述: 此課程專為款待业前線人員而設, 內容主要為啟發前線人員如何有效地運用正 確行為及方法,达到为顾客提供高質客戶服務的目的。

學習目標:   

完成培训後, 學員能達到以下目标: 明白優質客戶服務的重要性 能提高服務及溝通技巧並能有效推介合適貨品/服务



有效處理投訴和挑戰行為

課程大綱    

卓越服務標準 - 適當回應及接待技巧 溝通技巧 - 一切傱「身」开始 了解您的顧客 處理顧客投訴 - 黃金定律 - 從心理學角度分析投訴者的行為及特徵 - 轉危為機



情感銷售主張(Emotional selling proposition, ESP)

培訓方式 課堂講授+角色辦演+案例討論

*我们可以为酒店/公司量身订做管理及顾客服务课程,欢迎电邮我们查询详情

Quality Service (1).pdf

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