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The customer service department usually handles various customers under time pressure and complex compliance requirements, which means they have to complete the whole service circle within one call that sometimes includes trust building, solution offering and agreement reaching. Meanwhile, customers are asking for more customized but not mechanized service. The conflict between “service capability” and “customer needs” impacts customer satisfaction and loyalty; it also brings emotional pressure to service reps. To reduce the conflict, service reps need to master more concise and highly-effective service skills in order to fulfill service requests in the shortest time with the highest quality. Meanwhile, they also need to learn how to stay positive when handling various pressures.
Key learnings:
During the one-day training, trainees will gain from the high-interaction and action- learning environment:
Key learnings:
During the one-day training, trainees will gain from the high-interaction and action- learning environment:
- Positive Expressing: introduce product and service in most concise way, and increase the acceptability through positive expressing way.
- 30s Trust Building: quickly gain customer trust in both emotional and professional perspectives.
- 30s Question Asking: ask right questions to understand customer needs, actively confirm to ensure the same understanding.
- 30s Objection Handling: effectively handle customer objection with 4-steps way, and refuse customer with No-Why-How tool.
- 30s Emotion Control: the scientific principle and impacts of positive emotion, 3 tools to quickly reduce pressure.
服务工程师的工作，既需要在极短的时间内响应客户的需求， 从了解情况、建立信任、到提供解决方案和达成共识；另一方面，又需要与内部的其他业务部门进行沟通协作，获得必需的资源与支持，以完成服务的最终交付。这样的工作背景下，服务工程,师不仅需要高超的专业技术能力，同样也需要掌握精炼而高效的沟通技巧，从而达成快速优质服务的目标。
课程目标
通过 30 秒沟通技巧课程，学员将会在高互动和实战化的环境中得到以下几个方面的收获：
课程目标
通过 30 秒沟通技巧课程，学员将会在高互动和实战化的环境中得到以下几个方面的收获：
- 30 秒建立信任：在“价值”、“情感”和“专业”三个维度迅速赢得客户信任
- 30 秒正向表达：简洁清晰的阐述观点，正向描述提升客户与合作伙伴的接受度
- 30 秒理解需求：深入理解客户与合作伙伴的隐性需求，主动确认确保双方理解一致
- 30 秒促进共识：四步法有效应对疑问， 同存异促进共识的达成
