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1、 超 乎 期 望 的 顾 客 服 务We are in the SERVICE business.我们所从事的是服务业EXCEPTIONAL CUSTOMER SERVICE providers are made, not born.超 乎 期 望 的 顾 客 服 务是透过努力达成的 ,不是自然而得的步骤1Transmit a positive attitude传递正面的态度步骤 2Identify the needs of your customers确认顾客的需求步骤 3Meet your customers needs达到顾客的需求步骤 4Ensure customer loyalty确
2、保顾客的忠诚度ECS 的服务就是.GO THE EXTRA MILE为顾客提供超乎期望、更进一步的贴心服务EXCEPTIONAL CUSTOMER SERVICE超 乎 期 望 的 顾 客 服 务1. SMILE 微笑2. INTRODUCE yourself主动自我介绍3. NAME of customer询问顾客该如何称呼,并亲切称呼他EXCEPTIONAL CUSTOMER SERVICE超 乎 期 望 的 顾 客 服 务 Delivering excellent personal and procedural services传递卓越的人性化沟通技巧及完整的服务流程 Delightin
3、g the customer on every visit让每一次的接触都是令顾客愉悦的 Taking that extra step与顾客更近一步的接触 Going the extra mile提供顾客超乎期望、更进一步的贴心服务The “SIN” of Exceptional Customer Service超乎期望的顾客服务 的 SIN 原则STEP 1步骤1TRANSMIT A POSITIVE ATTITUDE传递正面的态度HANDLING CUSTOMER COMPLAINTS处理顾客投诉的心理安慰步骤1. Take the product away from the custom
4、er首先,从顾客的手中接过那个问题产品2. Be genuinely concerned about how it affects the customer真诚地在乎顾客所投诉的问题3. Apologise 无条件地道歉4. Show empathy 表达体恤之情5. Thank you 感谢他反应这个问题6. Protect the Companys reputation 维护公司的信誉7. Ask relevant questions to collect the information you need询问并收集相关的资料8. Inform the customer about your
5、 intended action填写“顾客投诉表”，并告知顾客你将如何处理9. Give her the assurance of your diligent follow-up向顾客保证你会留意并追踪这件事10. “Counter-sell”达成另一次销售Verbal Communication语言的沟通Choice of words 注意遣词用字Vocabulary 专业用语Contents of message语言的组织Vocal Communication语音和语调的沟通Pronunciation 发音Telephone Skills电话沟通技巧Non-Verbal Communica
6、tion非语言的沟通 Grooming 服装仪容 Body Language 肢体语言 Facial Expressions 脸部表情First Impressions 第一印象 STEP 2 步骤2IDENTIFY THE NEEDS OF YOUR CUSTOMERS 确认顾客的需求微笑 Smile ! Answer the phone within the first 3 rings.在电话铃响的第3声内应拿起听筒 Verbal Handshake透过接听电话与顾客打招呼“Chanel, Good _ ! 香奈儿,您好!This is _ speaking. 我是XXXHow may I
7、 help you?” 请问有什么可以帮助的! Remember the golden rule : “ECS go the extra mile.”切记金科玉律 提供顾客更进一步的贴心服务Welcome Back欢迎再度光临And your customers will be back !唯有如此，你的顾客才会再度光临 Understand Customers Basic Needs了解顾客的基本需求 - The Need To Be Understood顾客有被了解的需求 - The Need To Feel Welcomed顾客有被欢迎的需求 - The Need To Feel Imp
8、ortant顾客有受到重视的需求 - The Need for Comfort顾客有受到亲切舒适服务的需求 Timely Service及时服务你的顾客 Anticipate Customers Needs预先设想顾客的需求 Skilful Listening主动倾听“THE GOLDEN VOICE”接听电话的技巧 STEP 3步骤 3MEET YOUR CUSTOMERS NEEDS 达到顾客的需求 Satisfying the 4 Basic Customer Needs满足顾客 4大基本需求 Support functions有计划的事前准备工作 Effective Selling完整
9、有效的销售流程WHO IS OUR CUSTOMER?谁是我们的顾客?Our Customer is the most important person ever in this company.顾客是公司里最重要的人She is not dependent on us. 顾客并不需要依赖我们We are dependent on her. 但我们却必须依赖顾客Our Customer is not an interruption of our work. 顾客并非我们工作的阻碍She is the purpose of it. 我们的工作就是为了他们 We are not doing a f
10、avour by serving her. 服务并非是一种施舍及恩惠She is doing us a favour by giving us the opportunity to do so. 反而是顾客给我们机会来服务她们Our Customer is not someone to argue or match wits with.顾客不是来找你麻烦的人Nobody ever won an argument with a customer. 没有人会在与顾客的争吵中获胜Our Customer is a person who brings us her wants. 顾客带着她的需求而来I
11、t is our job to handle them profitably. to her and ourselves. 服务顾客是我们的工作，为他们，且为我们自己带来利益。 STEP 4步骤 4ENSURE CUSTOMER LOYALTY确保顾客的忠诚度 Take that extra step与顾客更进一步的接触 - Introduce the customer to at least 2 of our services至少为顾客提供两大类服务- Make an appointment after every transaction在每次服务结束前,与顾客预约下一次的时间 Let th
12、e customer be the final judge !顾客是最后的裁判CHANEL SERVICE COMMANDMENTSCHANEL的服务守则Treat every customer like a $2m customer每个顾客,我都要把她当成2百万的大客户Approach within 1st 5 seconds顾客靠近柜台的5秒内立即招呼顾客Acknowledge every single customer招呼每一位靠柜的顾客Listen and identify her needs. 倾听及确认顾客的需求prescribe what she needs. 提供顾客所需要的服
13、务Sell her an appropriate regimen销售给顾客一系列适合的商品Introduce her to at least 2 of our services至少为顾客提供两大类服务Always make an appointment与顾客预约下一次到柜台的时间Serve with your heart用”心”服务 5-star service Good morning! Welcome to Chanel !My name is _, how should I address you ?您好! 欢迎光临香奈儿！”我是XXX，请问该如何称呼您? Schedule for an
14、 appointment 与顾客预约下次的日期 I am sure youll enjoy your _.Have a nice day. See you soon!”完整的送客语，欢迎再次光临! Call her 2 days before to remind her of the appointment.在预约日期的前两天，打电话再次提醒顾客 .is the key to success! 后续追踪是销售成功的关键Have fun with ECS.享受提供超乎期望的顾客服务 的乐趣Good Luck !祝您好运TOTAL SERVICE APPROACH五星级的全方位服务WELCOME 打招呼EFFECTIVE SELLING 完整有效的销售流程WELCOME BACK 欢迎再次光临FOLLOW-UP 追踪顾客
