Course Description:
A customer is an individual or organization that uses the products or services you provide, and from this perspective, we provide customer service at all times in our daily work, both inside and outside the businessAnd the effect of the service ultimately affects the success or failure of the enterprise.
Outside the business, an important part of improving customer satisfaction is customer serviceWithin the enterprise, the crux of more problems is not the problem of communication and coordination, but the supremacy of departmental or personal interests and the lack of service conceptToday, when the enterprise emphasizes the supremacy of service and regards service as the core competitiveness, it is the key for enterprises to gain competitive advantage by enhancing the service awareness of all employees, improving the service level and improving the service mechanism.
Course Audience
What kind of people are best suited to participate: Personnel of the company's customer service department who provide services to external customers, and personnel related to the company's services to internal customers.
All kinds of students can participate: Personnel within the company such as administration, human resources, finance, logistics, procurement and other departments.
The courseRequirements for position and experience: No requirements, most suitable for junior personnel of the enterprise.
Customer serviceThe role of training
1. Customer service can create economic benefits for enterprises.
2. Customer service can prevent customer churn.
3. Customer service can help enterprises establish a good brand image.
The core concept of customer service management
The core concept of customer service management is that all the business activities of the enterprise should start from meeting the needs of customers, to provide products or services that meet the needs of customers as the obligation of the enterprise, and to customer satisfaction as the purpose of business operation. The quality of customer service depends on the ability of the enterprise to create customer value, that is, the ability to understand the market, understand the existing and potential needs of customers, and introduce this into the business philosophy and business process of the enterprise. High-quality customer service management can maximize customer satisfaction, so that enterprises can win advantages and benefits in market competition.
The significance of high-quality service consciousness to enterprises
1. Establish a brand
Service creates word-of-mouth, and word-of-mouth is passed on among customers.
Second, bring financial resources to enterprises
Service can make customers loyal, and customers become potential salespeople for enterprises.
3. Retain the lifeline of the enterprise
Service can make the enterprise develop in a virtuous circle.