[Training] 客户服务的管理与投诉处理技巧 Management and Complaint Handling Skills of Customer Service (中文授课 In Chinese)

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课程背景：

企业的竟争已经由产品及价格转移到对客户的竟争，客户服务已经成为主宰企业生死存亡的要素。客户服务体系的宗旨是“客户永远是第一位”，从客户的实际需求出发，为客户提供真正有价值的服务，帮助客户更好地使用产品。体现了“良好的客服形象、良好的技术、良好的客户关系、良好的品牌”的核心服务理念，要求以最专业性的服务队伍，及时和全方位地关注客户的每一个服务需求，并通过提供广泛、全面和快捷的服务，使客户体验到无处不在的满意和可信赖的贴心感受。假如自己有精妙的优质客户服务团队、不但可以说服老客户，还可以和新客户建立新的良好合作关系.令客户满意度提升。

再有，随着消费者自我保护意识的提升，他们越来越会直截了当的对企业提出质疑，投诉和批评。在面对情绪激动客户的时候，员工往往会束手无策，有的甚至火上浇油；这个培训通过对投诉客户心理的分析和实际案例的角色扮演和演练，帮助投诉处理人员在面对投诉的时候做到换位思考，从容应对和妥善处理，提升客户对企业的好感和忠诚度。

Course Background

The competition among enterprises has shifted from product and price to competition with customers, and customer service has become an element that governs the survival of an enterprise. The tenet of the customer service system is “Customers are always the first”. Starting from the actual needs of customers, we provide customers with truly valuable services and help customers use products better. It embodies the core service concept of “good customer service image, good technology, good customer relationship, and good brand”, and requires the most professional service team to pay attention to every service demand of customers in a timely and comprehensive manner, and pass Provide extensive, comprehensive and fast services, so that customers can experience ubiquitous satisfaction and trustworthy intimate feelings. If you have an exquisite and high-quality customer service team, you can not only convince old customers, but you can also establish a new good cooperative relationship with new customers. Customer satisfaction will increase.

Furthermore, as consumers’ awareness of self-protection increases, they will more and more straightforwardly question, complain, and criticize companies. When facing emotional customers, employees are often at a loss, and some even add fuel to the fire; this training helps complaint handlers to deal with complaints by analyzing the psychology of complaining customers and role-playing and rehearsing actual cases. Achieve empathy, calmly respond and handle properly, and enhance the goodwill and loyalty of customers to the company.

课程收获：

通过本课程你将能够：

• 公式化和流程化解决客户服务痛点
• 获得打造差异化服务的策略
• 掌握互联网时代下客户投诉的心理需求
• 知晓投诉处理的五大原则，避免激发客户投诉
• 学员能够熟练运用投诉处理话术，借鉴好的投诉处理技巧

Course Benefits

Through this course, you will be able to:

• Formulated and streamlined to solve customer service pain points
• Obtain a strategy for creating differentiated services
• Master the psychological needs of customer complaints in the Internet era
• Know the five principles of complaint handling and avoid stimulating customer complaints
• Trainees can use complaint handling skills proficiently and learn from good complaint handling skills

姜老师

• 10年+经验『实战派』培训专家
• 大型金融集团高级培训总监
• 资深客户服务顾问专家，『极致客户体验』挑战者
• 成功为108家企业打造『明星客服团队』
• 情境体验式培训专家
• 世界500强企业『首席合作导师』
• 英国博赞思维导图『认证管理师』
• 某大型制造企业常年管理顾问，期间成功培养至少80名新晋管理者，实操经验丰富
• 全国授课1000+场，服务人数超10000+
• 先后为网易、中信资本、招商银行、强生药业等大型集团企业提供服务

Lecturer Jiang

• 10 years + experience “Practical School” training expert
• Senior Training Director of Large Financial Group
• Senior customer service consultant expert, challenger of “Extreme Customer Experience”
• Successfully created “Star Customer Service Team” for 108 companies
• Situational experiential training expert
• “Chief Cooperative Mentor” of Fortune 500 Companies
• British Bozan Mind Map “Certified Manager”
• Perennial management consultant for a large manufacturing company, during which he successfully trained at least 80 new managers with rich practical experience
• 1000+ lectures nationwide, more than 10000+ people served
• Provided services for large group companies such as NetEase, CITIC Capital, China Merchants Bank, Johnson & Johnson Pharmaceuticals, etc.

专业领域

姜老师具备超过15年的企业管理及培训经验。曾带领数十人的销售团队，设计、组织、举办高端国际峰会、专业工作坊、专业公开课培训、企业内训、咨询项目等1000+场，服务人数超10000+。对管理工作中的团队管理与激励、流程优化、新客户开发、销售技巧辅导、客户服务与维护等关键环节有独到的见解和实战经验。曾任大型金融集团高级培训总监，带领培训部门开展培训体系搭建、阶梯人才培养计划、管培生培养、移动学习运营、内部讲师培养认证等工作。

Professional Field

Teacher Jiang has more than 15 years of experience in corporate management and training. He has led a sales team of dozens of people, designed, organized, and held high-end international summits, professional workshops, professional open class training, corporate internal training, consulting projects, etc. 1000+ sessions, and the number of services exceeded 10,000+. He has unique insights and practical experience in key aspects such as team management and incentives, process optimization, new customer development, sales skills counseling, customer service and maintenance in management work. Served as the senior training director of a large financial group, leading the training department to carry out training system construction, ladder talent training plan, management training student training, mobile learning operation, internal lecturer training and certification, etc.

课程特色

• 实战性强，案例丰富前沿，大部分取自真实经历，干货满满。
• 情境体验式教学模式，真实的场景模拟演练，问题现场还原，逐个击破。
• 课前充分调研，根据学员特色，灵活调整，针对性强，绝不一个课件讲天下。
• 轻松幽默、互动性强，配有学员提问与解答环节。

Course Features

• Strong practicality, rich and cutting-edge cases, most of which are taken from real experience, full of dry goods
• Situational experiential teaching mode, real scene simulation exercises, problems are restored on the spot, and solved one by one
• Full research before class, flexible adjustment according to the characteristics of the students, strong pertinence, and never talk about the world in one courseware
• Relaxed, humorous, highly interactive, with questions and answers for students

日期 & 时间 Date & Time 
2021年10月21-22日，星期四 – 星期五，上午8点半至下午4点半
Thursday – Friday, October 21 – 22, 2021, from 08:30 – 16:30

Agenda 日程安排

• 08:30 – 08:55  Register 签到
• 09:00 – 10:30  Training 培训
• 10:30 – 10:40  Coffee Break 茶歇
• 10:40 – 12:00  Training 培训
• 12:00 – 13:00  Luncheon 午餐
• 13:00 – 15:30  Training 培训
• 15:30 – 15:45  Coffee Break 茶歇
• 15:45 – 16:30  Training end 结束

价格 Price 

• 会员价 Member Price: RMB 3,680 / guest
• 非会员价 Non-member Price: RMB 4,580 / guest

即刻报名 Registration 

To register, please write an email to events@sha.swisscham.org before October 19, 2021.
请于2021年10月19日前写邮件至 events@sha.swisscham.org 登记报名。

Cancellation of RSVP

In case you need to cancel your attendance to the event, please write an email to: events@sha.swisscham.org at least 48 hours prior to the event. Failure to cancel your RSVP timely will require the payment of a “no show bill” of the full amount stated in this invitation.  You can contact Nini Qi by telephone: 021 5368 1237. For third-party events, the event terms and conditions of the event organizer apply.
如果您要取消出席活动,请在活动开始前48小时写邮给 events@sha.swisscham.org。如未能及时取消,我们视同默认付款. 若非瑞士商会主办的活动，取消规则请参照活动主办发布的条款。