Effective handling of customer dissatisfaction, complain, complaints skills, in July 2009 Effective handling of customer dissatisfaction, complain, complaints

skills, in July 2009 Shanghai Beijing Guangzhou Shenzhen, Suzhou, Kunshan, Wuxi, training courses open training courses commenced on time! 24-25 June 2009 Shanghai 28-29 September 2009 Shanghai Course features: Framework Programme Feeling + services + service mentality shaping concept + service skills upgrading Curriculum A customer service has become the business heart of shaping the competitive advantage continues to handle effectively deal with customer dissatisfaction, complain, complaints skills, in July 2009; 2 most enterprises need to face how to better handle customer complaints and complaint issues; 3 and complain and the complaints to disgruntled customers account for only a tiny fraction of the proportion of customers; Require more attention to feel satisfied and did not say it's customers, 4 levels of customer service excellence in addition to enhancing enterprise customers complain and the complaints handling capacity beyond. This may create competitive advantage is business services real watershed; First of all, training to enhance customer complaints and complaints handling capacity of five courses a clear distinction in the understanding of customer satisfaction, complain, complaint on the basis of the difference. But more from the overall perspective, training companies and employees to the strategic level to deep customer insights and the ability to explore the management of customer satisfaction, built up a sound customer feedback system, so as to really conquer customers, major vendors, create continue to service a competitive advantage. Effective disposal of customer satisfaction, complain, complaint " Participants Other work in the customer contact customer service staff, sales staff, reception staff, service personnel. Customer Service Manager, Customer Service Commissioner, etc.. Instructor Mr. Tian Shengbo Basic ? Senior management training specialist, customer service training expert; ? Has 20 years of business management, management consulting, education and training experience: Graduated from Fudan University? Management Master. Director of Shanghai Institute of invention; ? Of Hong Kong - Fudan University EMBA class president, Distinguished Lecturer; ? Domestic dozens of other training institutions Distinguished Lecturer;

? Management consulting and management training industry has 10 years of industry experience; ? Training Network in 2006 by Chinese institutions such as the top ten trainers. Effective disposal of customer satisfaction, complain, complaint " Customer dissatisfaction complaints Major experience Field work of teachers in the twenty-five years of experience served as chief secretary of listed companies, President's Office, Qi Guanbu leader, training manager, assistant director level. Management consulting services through the enterprise, including Baosteel Group, Itochu, Marubeni, Shanghai Tobacco, Hudong Heavy Machinery, the leading joint stock and other famous enterprises. Main courses include Customer services: building excellent customer service management system, "customer service skills training," what to do with customer satisfaction, complain, complained, "/ / / General Management: Leadership Development Seminar," middle manager skills upgrading training courses "in high-level Manager management skills and leadership to enhance the "Execution System Enterprise" / / / Human Resources Management: Enterprise Training System and Training Management Practices "internal lecturer training" / / / Staff upgrade categories: staff quality upgrading and professional ability to shape "Creative Thinking Training" The main features of the training Thus making both solid management skills, business management field and mathematics teacher professional background. There are profound comment rigorous logic, case studies. Basic Features are: structured knowledge point description + Feeling + excellent ideas and topics for a typical case and comment on key issues + interaction + Vigor gaming profound sentiment + operational field exercises. Training services through the local representative of Enterprise: House training over the well-known companies: Hitachi Electric (2) TCL 2 times) AO Smith, Inventec Group, Itochu, Marubeni, a Hong Kong Innovation and Technology (3) Noritsu (Shanghai), 2) the general resistance (China) Grundfos (China) Taishan Optoelectronics (Suzhou) Danfoss (China) China Life Insurance (2) China Union Pay, Industrial and Commercial Bank, Shanghai Bank, China Minsheng Bank, Agricultural Bank of China, China Construction Bank, Ping security Geely Automobile, Shanghai Biochip, Tellhow technology, Fosun Group, Conglomerate, Blue Ocean shares (2) Wing Tat Group, Baosteel Group (3) Air China, China Petrochemical (5) Oil (5 ) Tobacco (4) China Netcom, Jiangling Holdings, Hudong Heavy Machinery (2) leading shares (2) Beijing Urban Construction (2) Long Yuan Construction and many other well-known companies and hundreds of other small and medium enterprises. Repeatedly send the teachers involved in open class field of local well-known companies: Volkswagen, Toyota, American Standard, Jianteshengwu, Federal Express, Ericsson, Alcatel, Chia Tai Group, Vanke, Fosun Group, Ctrip , Baidu, the Daya Bay Nuclear Power Station, Yongda Group, China Mobile, China Telecom,

Qingdao Beer, DuPont, Shell Oil, Schaeffler (China) Kose cosmetics. Registration matters Effective disposal of customer satisfaction, complain, complaint " Location: Shanghai Own expense. Admission Fee: 2500 yuan / person (including a lecture fees, lecture fees, lunch, fruit tea, address book, students took a photograph photographs, etc.) training certificate issued end of the training. Agent to stay. Certificate One from Shanghai Wai Lok Consulting Customer Services Certificate of Completion;? Get two certificates after completion of training. The local government authorities and enterprises related to post selection and appointment, an important technical level of identification of reference, certification and professional norms recognized by the Government authority? Issued after examination by the Chinese Ministry of Labour and Social ensure "customer service manager" certificate (can be found online), indicating that the certificate holder personnel with appropriate skills and ability. . Certificate fee Customer service representative cost of the certificate 500 Effective disposal of customer satisfaction, complain, complaint " Meetings Registration: Shanghai Shi Dayton Business Management Consulting Co., Ltd. Registration hotline: 021-68923083 Contact: Mr. Secretary Registration E-mail: stonepx.si @ 163.com More training courses please visit the company's training website: http://www.stonepx.com provide excellent training! More Company please visit our website Shanghai Shi Dayton: http://www.stonepx.cn your training you to call the shots! Effective disposal of customer satisfaction, complain, complaint " Course Objectives To the concept of customer service excellence in customer service can really penetrate a word, line, smile, etc. Among the air of behavior; Customer service through the core areas of communication skills training to enhance front-line staff effectively dispose of the capacity of customer satisfaction and complaints; Control over disposal methods of all types of customer responses, methods, techniques; a clear distinction between satisfaction, complain, complaint on the basis of the difference. Common improve the overall level of customer service. To participate in the management of customer complaints handling part. Customer Complaints Course Outline First, recognize and differentiate the customer Upon my honor, complain, complaint 1 was satisfied, complain, complaints, differences Difference

Satisfied, complain, complaint handling Workshop Practice 2: Compare the size of the potential value of Summary: Different level of service enterprises and individuals focus on capacity building 3 Construction of Enterprise Feedback Management System Different forms of customer feedback Customer feedback management focus Feedback disposal and management of the division of labor Effective disposal of customer satisfaction, complain, complaint " Second, with excellent customer service concept to guide the behavior of disposal practice feedback 1 How customer-focused skills Why customer satisfaction? Check the table shortcomings The concept of customer service Practice: high-quality customer service that Customer-centric approach and performance Exercise: distinction between what is customer-centric Return 2 exclusive premium services Ability to increase customer demand for foresight Infinite value of value of services Calculation and discussion: the return value services Summary: Customers complain about and beyond the expected correspondence between 3 complain about is gold - the concept of corporate enduring gene Customer is always right Customer Service - no excuses Panel Discussion: Compare the size of the potential value of 4, the process of disposal of the mentality of customer feedback management Management concerns: the mentality, psychology, technology Customer side, disposal side concerns Analysis and Recognition Third, enhance the disposal of satisfaction, complain, complaints during the service and communication skills Effective disposal of customer satisfaction, complain, complaint " An understanding of communication services Exercise: service, communication, excellence in life 2 disposal of satisfaction, complain, complaint process of listening skills Listen to the general attention to points Case Study: distinguish between different listening habits that Listen to the customer's satisfaction, to take a different disposition strategies 3 dispose of satisfaction, complain, complaint, said the process of skills Discussion Exercise: Disposal satisfaction rarely complained during the 10 sites under the response

Case study: that the tone 4 disposal of satisfaction, complain, complaint process skills of question Case Study: the wisdom of asking Exercise: feedback of clients in various segments of the problem of how to use open and closed questions 5 disposal of customer feedback processes body language Activities: the influence of body language Case Study: How to improve customer service during the appeal 6, the process of handling customer feedback telephone communication skills General requirements for telephone communication Why I call customer satisfied Case Study: Call Centre, telephone reception Effective disposal of customer satisfaction, complain, complaint " Fourth, to effectively handle customer Upon my honor, complain, complaint 1 dig deep customer dissatisfaction Front-line employees how to focus on customer satisfaction Explore methods of customer needs Customer service management system for customer satisfaction in the mining 2 cherish customers complain Complain about what? Blaming who? Service managers how to focus and manage customer complain Front-line employees how to dispose of customers complain ? The main method to calm customers complain ? Calm customers complain of key links 3 Management of customer complaints What complaints? Complaint handling process How to organize the post-improvement Discussion: The focus for the company's customer complaints, the main value, coping strategies Disposal of customer feedback real?