|
課程單元 |
課程內容 |
|
Customer Service Defined
客服介紹 |
˙The customer service environment |
|
Customer Service and the Customer
客服管理和客戶 |
˙The importance of the customer
˙What do customers want？
˙Reasons for the increased importance of customer service
˙The importance of competition
˙Why customers may take their business elsewhere |
|
Customer Service Elements
客服管理元素 |
˙The total customer service offering
˙The nature of service
˙The key customer service elements
˙Service in different types of organization
˙The provision of service |
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The Customer Service Department
(1)
客服部門 (1) |
˙The customer service professional
˙Job tasks and personal qualities
˙Personal attitudes
˙The role of the individual an customer service |
|
The Customer Service Department
(2)
客服部門 (2) |
˙The effect of the customer service role on colleagues
˙The need for planning in the delivery of customer service
˙Customer service and company procedures
˙Setting a good example |
|
The Importance of the Product
產品的重要 |
˙Product knowledge
˙The skills required
˙Features and benefits
˙Training
˙The role of technology |
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Communications
溝通 |
˙The basic principles |
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Ineffective Communications
無效溝通 |
˙Barriers to effective communications
˙The need to respond quickly |
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Complaints
客戶申訴 |
˙The importance of complaints
˙Examples of complaints
˙The consequences of not dealing effectively with complaints |
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Handling Complaints
客戶申訴處理 |
˙Ways in which the individual can with complaints
˙How complaints can have an effect on a number of staff
˙How to deal with complaints by working with others
˙Using initiative to respond to complaints |
|
Customer Service Information
客戶服務資訊 |
˙Information needs
˙The information-gathering process
˙Storing information
˙Retrieving information |
|
Stress
壓力 |
˙Stress in the workplace
˙Causes of stress to employees
˙Symptoms of employee stress
˙How the individual can manage stress at work
˙Stress for customers |
