客户关系管理(英文授课)

客户关系管理（英文授课）CEGOS'CustomerRelationship(inEnglish)Duration:2DaysPrice:5998YuanMayOct5-6(SH)26-27(SH)Customerrelationship:thestakesCustomerrelationship:buildingtrustCustomerrelationship:practisingactivelisteningCustomerrelationship:reachingagreementDevelopingloyaltythroughcustomerrelationshipsObjective：Experiencedmanagersalreadyknowandusemanykeyaspectsofsuccessfulmanagement.However,toreachthenextlevel,theyneedtobecomeexpertsineffectivedecision-making,influencingskillsandmanagingindividualandteambehaviour.Ifyoufeelthisdescribesyou,andyouareself-aware,thenyouwillbenefitfromthisprogrammewhichwilldevelopyourskillsasamanager-coach.Whatwillyouget*Understandingthefactorsthatgeneratecustomerloyalty*Understandingandovercominghurdlesintheirrelationshipwiththecustomer*Investinginempatheticrelationships*Combininginfluencingwithrespectforthecustomer*Turningeachkeycontactintoaloyalrelationship*FocusingonpersonalqualitiesforsuccessfulcustomerrelationshipsWhoshouldattend*Anyonewhohasdirectcontactwiththecustomer,eitherface-to-face,byphoneorinwriting,frompre-salestoafter-salesWhoshouldattend：*Anyonewhohasdirectcontactwiththecustomer,eitherface-to-face,byphoneorinwriting,frompre-salestoafter-salesProgramOutline：1.Understandingthedriversofcustomerpreference*Re-thinkingyourcontributiontothecustomerrelationship*Distinguishingbetweencustomers’implicitandexplicitexpectations*Analysingthemechanicsofcustomersatisfaction*Whatiscustomerloyalty2.Developingyourprofessionalengagementtowardscustomerservice*Linkingyourrolewithcompanygoals*Facingcustomers*Managingcustomerconversations3.Showingempathy*Exploringtheimpactofemotionalinterpersonalcommunication*Showingthecustomerourrespectandconsideration*Developingconfidenceininteractions4.Influencingcustomerswithintegrity*Enhancingyourcustomerserviceskills*Encouragingcustomerloyalty*Preservingrelationshipsindifficultsituations5.Anchoringcustomerpreference*Keepingyourpromisestothecustomer*Advisingthecustomerwiselytowinrepeatbusiness*Anticipatingcustomerneedsandknowinghowtosurprise