客戶服務與接待

Definition

of

“Customer”客戶的定義是1Two

Types

of

Customers客戶分為兩類External外部客戶Internal內部客戶2客戶服務的定義3服務的定義為他人做一些事情為他人提供幫助1.

禮貌2.

微笑3.

保持目光的接觸4.

使用友好的語音和語調5.

和會員打招呼6.

使用他們的名字7.

顯示積極的和樂觀的態(tài)度8.

使會員感到他們很重要9.

說再見和謝謝10.維持會員積極的情緒，改善他們不太積極的情緒4實際需求情感需求方案客服人員快速有效熟知工作解決方案微笑眼神友好尊敬禮貌5客戶的兩種需求如何滿足會員和員工的情感需求6稱贊他們表示出對他們的有興趣問候、微笑每個人記住會員的名字積極和職業(yè)的肢體語言人性化與他們溝通在做任何決定之前，與會員溝通Customers’

Emotional

Needs客戶的情感需求To

feel

welcomed

感受到被歡迎To

feel

valued

感受到有價值To

feel

respected

感受到被尊重To

feel

good

about

themselves

自我感受良好To

feel

better

when

they

are

upset

or

irritated在沮喪和憤怒時盡快恢復好的心情7Reasons

People

Leavea

Business868%客戶離開會所的原因Emotional

needs

are

not

met沒有滿足情感需要14%Practical

needs

are

notmet沒有滿足實際需要18%Other

Reasons其他的原因滿足情感和實際要求能力滿足實際需求禮貌滿足情感需求？？？客戶為什么去其他俱樂部？？？俱樂部設備陳舊9?。?！沒有滿足情感求Reasons

Customers

Leave

a

Business客戶流失的原因5%

3%9%14%69%客服差69%對產品和服務不滿意14%去其他品牌俱樂部9%建立了其他友善的關系5%搬家3%10omplain.Most

dissatisfied

customers

do

not

complain117

out

of

every

10

people

who

leave

a

business

do

so

because

of

poor

customerservice.在十人流失的客人中有7個人是因為客戶服務不好而離開的.91%

of

unhappy

customer

will

never

purchase

goods

or

services

from

a

businessagain.91%不滿意的客戶永遠不會再購買此公司的產品或服務.For

every

customer

who

complains,

there

are

over

20

customers

who

do

not只要有1個顧客因不滿意而投訴,那么就有超過20個不滿意的客戶沒有投訴.絕大多數(shù)不滿意的顧客并不投訴.The

average

customerwho

feels

he

orshe

has

been

wronged

tells

between

8

and16

people.如果客戶覺得自己得到了劣質的服務,他們一般會將此事告訴給8到16個人.90%

of

the

customer

who

complain

will

stay

with

a

company

if

their

complaint

isresolved

or

if

someone

has

tried

hard

to

resolve

it.如果客戶的投訴得以解決,或者有人已付出努力試圖去解決問題,90%的顧客會繼續(xù)做你的客戶.It

costs

about

five

times

as

much

to

attract

a

new

customer

as

it

costs

to

keepanold

one.吸納一個新客戶的成本比維持一個老客戶的成本高出5倍.Happy

customers

tell

an

average

of

5

other

people

that

they

like

a

business.如果顧客對一個公司感到滿意,則他們平均會把它這樣的消息傳送給其他5個人。Each

time

a

company

loses

a

customer,it

also

loses

15

potential

customers,10who

hear

how

bad

the

company

is

from

the

customer,and

5

who

will

not

hear

howgood

the

company

is.每失去一個客戶，公司就會失去15個潛在客戶，10個人就會從不滿意的客戶那兒聽到不利于公司的負面的消息還有5個人則無法了解到公司的優(yōu)質服務。員工對客戶的態(tài)度12你對員工的態(tài)度問候？？？??你是每天的每時每刻都要問候你的員工嗎？每天至少一次13Six

Foundations

of

Customer

Service六個基本的客戶服務原則14Know

your

job

了解你的工作Smile

微笑Say

“Hello,

Goodbye,

Please,

and

Thank

You”多說“你好，再見，請，謝謝”O(jiān)ffer

to

help

提供幫助Never

speak

negatively

about

your

customers”別說關于你客戶負面的話Be

consistent

with

1,2,3,4,

and

5對第1,2,3,4,

和5的條件要一致性Say: “Hello”,

“Goodbye”,“Please”

&

“Thank

You”說：“您好”，“再見”，“請”和“謝謝”15Say

“Hello”

to

every

co-worker

the

first

time

you

seethem

each

day每天當你第一次看到同事時，對他們說“你好”Say

“Please”

and

“Thank

you”

anytime

you

ask

for

orreceive

something每當尋問或接受東西時都說“請”和“謝謝”Say

“Goodbye”

to

anyone

on

their

way

out每個人要離開俱樂部時對他們說“再見”客戶服務步驟-講解16介紹你自己積極、友好的問候請客人進入辦公室客人坐下傾聽讓他們講述，讓他們把火氣降將下來了解具體問題，以便幫助他們他們講(客戶講)

你們共同協(xié)商詢問問題確認你已經充分了解全部信息向客人表示我們將把盡力幫助他們表示出你對他們的關心提供雙贏的建議讓客