职通商务英语课件第一册unitCustomerServ.ppt

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1、10.Customer Service10.Customer ServiceIntroductory RemarksTwo definitionsCustomer service:satisfy,wants and needsExcellent customer service:constant,consistent,exceed,Para.2Significance of providing CS:Vital part of customer value proposition,most important property,could not stay in business.Win mo

2、re chances RecommendationlifebloodDeserves most courteous attentionPara.3Direction:expand our thinking about CSSpecifically:60%attitude40%skills and knowledgePara.4Interest and enthusiasm2.Whether you treat each customers as he is the best and only customer1.Whether you take your work seriouslyCanno

3、t go through the motionsFeel itDesire to be genuinely helpfulApproachable,friendly,kind,consideratePara.5TrainingBook knowledgeHow you put them to workSuccessful CS=customers satisfactionpleasurefulfillmentPara.6The relationship between individual and a groupimpressionPara.7Summary:focus on the needs(Quality of)CS is a matter of life and death(Introductory Remarks)Merry Christmas!