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liyingida 发表于 2009-10-16 15:49:13

[公告]客户服务策略与技巧

<div class="Section0" style="LAYOUT-GRID:15.6pt none">
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">课程简介</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">】</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">S </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">产品严重同质化时期、客户掌握主动权年代，企业提升绩效的转机与出路何在？</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">S </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">服务第一！差异化的服务理念和经营方略成为市场赢家的必然选择。 </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">S </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">服务营销核心理念、成功关键要素？顶级服务内外功法？如何全面提升服务质量？</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">S </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">让客户回头，遵循超竞争时期</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">致胜</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">路径：</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">客户愉悦度</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">→</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">客户满意度</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">→</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">客户忠诚度</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">！</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">课程收益</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">】</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p17" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; LINE-HEIGHT: 150%; MARGIN-RIGHT: 7.35pt"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">ª </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"></span></p></div>
<div class="Section1" style="LAYOUT-GRID:15.6pt none">
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">S </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">理解服务的深层次概念、认知服务营销组合的成功要素；</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">S </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">从客户意识和易位思考内外部两个层面洞悉顶级服务玄机；</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">S </span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">体悟服务质量管理精髓、掌握深度服务实操系列策略。</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"></span></p></div>
<div class="Section2" style="LAYOUT-GRID:15.6pt none">
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">授课对象</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">】</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 150%"><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">营销总监、区域总监、销售经理、客户经理及客服主管等</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【课程大纲】</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"></span></p></div>
<div class="Section3">
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">第一单元</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">  </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">登峰造绩的服务理念：“爱”</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p></div>
<p><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">第二单元</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">  </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">从顾客的角度洞悉“服务的证据”</span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">第三单元</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">  </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">顶级服务的“内功＋外功”</span></p><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">第四单元</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">  </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">以质取胜：以顾客满意为核心的服务质量管理战略</span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt"></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">第五单元</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">  </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">远超他人的服务策略 </span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt"></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">l </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">课程时间</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">：</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">2009年10月31日1天（上午9：00</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">—</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">12：00下午13：30</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">—</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">16:30）</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">    </span><span style="FONT-SIZE: 9pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">l </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">课程地点</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">：</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">杭州科技园</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; MARGIN-LEFT: 21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%"><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: 'Wingdings'; mso-spacerun: 'yes'">l </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">参会费用</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">：</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">原价1200元/人 团队购票5人以上更优惠！</span><span style="FONT-SIZE: 10.5pt; FONT-STYLE: italic; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">（更多优惠尽请关注时代光华学习卡）</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
<p class="p0" style="MARGIN-TOP: 0pt; BACKGROUND: rgb(255,255,255); MARGIN-BOTTOM: 7.8pt; LINE-HEIGHT: 23pt"><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">学习顾问：</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> 李英</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">  </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">    </span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">电话：<font face="Times New="New"Roman">0571</font></span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">-89938917     15988470083</span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">   传真：<font face="Times New="New"Roman">0571-89938990</font></span><span style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></span></p>
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