本文關(guān)鍵詞：500強老總都稱贊的完美客服，由筆耕文化傳播整理發(fā)布。

編輯推薦

《500強老總都稱贊的完美客服》為您提供海量應(yīng)對日�？蛻舴⻊�(wù)案例的措辭技巧，包括大量簡單實用的客服案例應(yīng)對策略；
《500強老總都稱贊的完美客服》幫助您應(yīng)對最具挑戰(zhàn)性的的客服需求；
《500強老總都稱贊的完美客服》掌握最完美有效的語言措辭可以助您完成如下目標(biāo)：化解客服困境避免惡化升級；應(yīng)對客戶投訴更專業(yè)更有耐心；讓客戶滿意銷售額直線上升；營造并維護長期穩(wěn)定的客戶關(guān)系。

內(nèi)容簡介

《500強老總都稱贊的完美客服》是一本經(jīng)管類實用圖書，屬于職場系列圖書中的一本，側(cè)重介紹如何做好客戶服務(wù)，是一本比較實用的職場指南圖書�！�500強老總都稱贊的完美客服》旨在幫助你成為一名更稱職的客服人員，增加你的工作安全感和舒適度，減少那些棘手的客服案例所帶來的壓力。

《500強老總都稱贊的完美客服》從商家、客戶以及客服人員的實際需要出發(fā)，旨在探討優(yōu)質(zhì)客戶服務(wù)的策略和技巧，以使大家都能切實從中獲益。

作者簡介

羅伯特.巴克沃是美國bacal&associates培訓(xùn)及管理咨詢公司的創(chuàng)立者和ceo（該公司是致力于管理、商務(wù)咨詢、出版、員工培訓(xùn)等業(yè)務(wù)的規(guī)模不太大的公司，成立于1992年）。羅伯特﹒巴克沃和麥格勞.希爾國際出版集團教育出版公司簽約出版了幾本書，主題涉及企業(yè)績效管理、績效計劃與審查以及小型企業(yè)管理等方面。

目錄

ⅰ 再版序言 preface to the second edition
xv 譯者序

第一部分 成功的客戶服務(wù)
part one succeeding at customer service

3 第一章 客戶服務(wù)基本原理概述
chapter 1 basics of customer service
4 對我意味著什么？
what's in it for me?
5 客戶類型分析
different kinds of customers
7 當(dāng)務(wù)之急——打破客服神話
first things first—dispelling an important customer service myth
8 了解客戶需求
understanding what customers want
10 如何充分利用這本書
how to get the most from this book
11 注意事項
hints
11 寄語那些希望幫助別人學(xué)會客服技巧的人
for those wanting to help others learn customer service skills

23 第二章 客戶服務(wù)的工具和技巧
chapter 2 customer service tools and techniques
24 提供超出客戶期望值的服務(wù) above and beyond the call of duty
24 確認(rèn)客戶需求 acknowledge customer's needs
24 認(rèn)可客戶訴求，切忌糾纏不休 acknowledge without encouraging
25 積極傾聽 active listening
25 承認(rèn)錯誤 admit mistakes
26 允許客戶發(fā)泄不滿 allow venting
26 適時道歉 apologize
27 適當(dāng)?shù)闹w語言 appropriate nonverbals
27 適度的微笑 appropriate smiles
27 必要的后續(xù)行動 arrange follow-up
28 探究性提問 ask probing questions
28 向客戶保證盡力為之 assurances of effort
29 保證給予結(jié)果 assurances of results
29 規(guī)避旁觀 audience removal
29 饋贈禮品以收買人心 broken record
30 迂回策略 close interactions positively
31 恪守常規(guī)禮儀 common courtesy
31 履行后續(xù)回訪 complete follow-up
32 隨時和安全部門、有關(guān)領(lǐng)導(dǎo)和管理部門保持聯(lián)系 contact security\/authorities\/management
32 適度松弛減緩緊張氣氛 disengage
33 轉(zhuǎn)移客戶注意力 distract
33 同感陳述疏導(dǎo)客戶情緒 empathy statements
34 加快進度提高辦事效率 expedite
34 給予專業(yè)性建議 expert recommendations
35 解釋推理過程或者行為 explain reasoning or actions
35 保全面子 face-saving out
36 求同存異 find agreement points
36 善后\/回訪客戶 finish off\/follow up
36 給客戶單獨相處的空間 isolate\/detach customer
37 平心靜氣坦誠相待 level
37 應(yīng)對高度差（肢體語言） manage height differentials\/nonverbals
37 恰當(dāng)應(yīng)對人際空間距離 manage interpersonal distance
39 避免落入圈套 not taking the bait
39 給客戶留出選擇余地 offering choices\/empowering
39 做到語言表述通俗易懂 plain language
40 掌握主動先發(fā)制人 preemptive strike
41 保護隱私與機密 privacy and confidentiality
41 曉以利弊 pros and cons
41 提供預(yù)案供客戶選擇 provide alternatives
42 提供便于攜帶的材料以備客戶查閱 provide a customer takeaway
42 提供解釋 provide explanations
43 以提問代陳述 question instead of state
43 向上級主管請示 refer to supervisor
44 向第三方咨詢求助refer to third party
44 重新聚焦問題 refocus
45 設(shè)定底線 set limits
46 有人也這么認(rèn)為（中立模式） some people think that （neutral mode）
47 示意客戶停下（非言語行為） stop sign-nonverbal
47 提供選擇以免客戶無為等待 suggest an alternative to waiting
48 總結(jié)談話內(nèi)容 summarize the conversation
48 電話里的沉默 telephone silence
49 表達感謝 thank-yous
49 暫時休息調(diào)整 time out
49 善于稱呼客戶名字 use customer's name
50 掌握時機應(yīng)對發(fā)怒的客戶 use of timing with angry customers
50 運用語言軟化劑 verbal softeners
51 運用強調(diào)語氣 voice tone—emphatic
51 確定時間的提問 when question
52 學(xué)會說“你是對的！” you're right!

第二部分 客服案例應(yīng)對策略詳解
part two dealing with specific customer situations
83 1. 如何應(yīng)對遲到或者預(yù)感到要遲到的情況
1. when you're late or know you'll be late
84 2. 如何應(yīng)對需要匆忙趕時間的客戶
2. when a customer is in a hurry
86 3. 如何應(yīng)對在一群等待的顧客面前插隊的客戶
3. when a customer jumps ahead in a line of waiting customers
87 4. 如何應(yīng)對要求優(yōu)先被服務(wù)的客戶
4. when a customer asks to be served ahead of other waiting customers
89 5. 如何應(yīng)對正在進行的客服談話被第三方打斷的情形
5. when a customer interrupts a discussion between the employee and another customer
90 6. 如何應(yīng)對因不愉快的經(jīng)歷對你的公司抱有負面看法的客戶
6. when a customer has a negative attitude about your company due to past experiences
92 7. 如何應(yīng)對向客戶解釋公司政策或程序的情況
7. when you need to explain a company policy or procedure
94 8. 如何應(yīng)對無法取得客戶信任的局面
8. when a customer might be mistrustful
96 9. 如何應(yīng)對客戶遇到語音信箱困境的情況
9. when the customer has been through voice-mail hell
98 10. 如何應(yīng)對遇到語言交流障礙的情況
10. when a customer is experiencing a language barrier
100 11. 如何應(yīng)對客戶面臨被“踢皮球”的情況
11. when the customer has been “buck-passed”
102 12. 如何應(yīng)對被要求按照規(guī)定執(zhí)行一系列行動的客戶
12. when a customer needs to follow a sequence of actions
103 13. 如何應(yīng)對客戶對你能力的質(zhì)疑與羞辱
13. when the customer insults your competence
105 14. 如何應(yīng)對電話中客戶的喋喋不休
14. when a customer won't stop talking on the phone
106 15. 如何應(yīng)對客戶的吵鬧與人身攻擊（1）
15. when the customer swears or yells （1）
109 16. 如何應(yīng)對客戶的吵鬧與人身攻擊（2）
16. when the customer swears or yells （2）
111 17. 如何應(yīng)對電話上客戶的喋喋不休或辱罵（1）
17. when a customer won't stop talking and is getting abusive on the phone （1）
113 18. 如何應(yīng)對客戶在電話中的喋喋不休或辱罵（2）
18. when a customer won't stop talking and is getting abusive on the phone （2）
115 19. 如何應(yīng)對一直在排隊等候的客戶
19. when a customer has been waiting in a line
117 20. 如何處理自己無法回答的問題
20. when you don't have the answer
119 21. 如何應(yīng)對無人可以回答客戶問題的情況
21. when nobody handy has the answer
121 22. 如何應(yīng)對電話中客戶需要等待的問題
22. when you need to place a caller on hold
123 23. 如何應(yīng)對需要轉(zhuǎn)接電話的客戶
23. when you need to route a customer phone call
125 24. 如何應(yīng)對無權(quán)處理的問題
24. when you lack the authority to...
127 25. 如何應(yīng)對客戶要與上司見面的威脅
25. when a customer threatens to go over your head
128 26. 如何應(yīng)對客戶要求與主管談話
26. when a customer demands to speak with your supervisor
130 27. 如何應(yīng)對客戶要求和主管談話但主管沒空的情況
27. when a customer demands to speak with your supervisor, who isn't available
132 28. 如何應(yīng)對客戶到報社曝光的威脅
28. when a customer threatens to complain to the press
134 29. 如何應(yīng)對客戶要求與負責(zé)人見面
29. when a customer demands to speak to the “person in charge”
136 30. 如何應(yīng)對客戶犯的令人尷尬的錯誤
30. when a customer makes an embarrassing mistake
139 31. 如何應(yīng)對客戶因擔(dān)心隱私泄漏而不愿透露個人信息的狀況
31. when a customer withholds information due to privacy concerns
141 32. 如何應(yīng)對來自客戶的與人身傷害或財產(chǎn)損失有關(guān)的威脅
32. when a customer threatens bodily harm or property damage
144 33. 如何應(yīng)對不了解自己需求的客戶
33. when a customer is confused about what he or she wants or needs
147 34. 如何應(yīng)對客戶帶有種族歧視的言論
34. when a customer makes a racist remark
149 35. 如何應(yīng)對客戶帶有性別歧視的言論
35. when a customer makes a sexist remark
151 36. 如何應(yīng)對客戶拒絕離開的狀況
36. when a customer refuses to leave
153 37. 如何應(yīng)對客戶對客服人員種族歧視的控訴
37. when a customer accuses you of racism
155 38. 如何應(yīng)對客戶的挑撥離間（某某人說）
38. when a customer plays one employee off another （“so-and-so said”）
157 39. 如何應(yīng)對客戶可能的行竊
39. when a customer might be stealing
159 40. 如何應(yīng)對客戶當(dāng)眾吵鬧有意引起旁觀
40. when a customer is playing to an audience of other customers
161 41. 如何應(yīng)對有“被動-攻擊”行為傾向的客戶
41. when a customer exhibits passive-aggressive behavior
163 42. 如何應(yīng)對試圖用非語言方式威脅人的客戶
42. when a customer uses nonverbal attempts to intimidate
165 43. 如何應(yīng)對糾纏不清、反復(fù)打電話的客戶
43. when a customer makes persistent and frequent phone calls
167 44. 如何應(yīng)對其他客服人員沒有回復(fù)（回撥）電話的狀況
44. when someone else is not responding （no callback）
169 45. 如何應(yīng)對需要澄清的承諾
45. when you need to clarify commitments
171 46. 如何應(yīng)對索要不允許公開的信息的客戶
46. when a customer wants information you're not allowed to give
172 47. 如何應(yīng)對客戶主動提出改進客服工作的情況
47. when a customer makes a suggestion to improve service
174 48. 如何應(yīng)對找不到客戶訂單或者合同的情形
48. when you can't find a customer's reservation\/appointment
176 49. 如何跟進處理客戶投訴\/電話回訪
49. when you're following up on a customer complaint
178 50. 如何準(zhǔn)確識別內(nèi)部客戶
50. properly identifying the internal customer
180 51. 如何應(yīng)對不遵循服務(wù)咨詢流程的內(nèi)部客戶
51. when an internal customer isn't following procedures to request service
182 52. 如何應(yīng)對某些客戶提出的不適當(dāng)?shù)纳唐坊蚍⻊?wù)要求
52. when the customer wants something?that won't fill his need
184 53. 當(dāng)你需要客戶的反饋信息時
53. when you want feedback from the customer
186 54. 如何應(yīng)對客戶對繁瑣的手續(xù)、文書的抱怨
54. when a customer complains about red tape and paperwork
188 55. 如何回復(fù)客戶的投訴信件
55. when you need to respond to a customer complaint made in writing
190 56. 當(dāng)預(yù)約信息丟失，你不能兌現(xiàn)承諾時
56. when a reservation\/appointment is lost and you can't meet the commitment
192 57. 如何面對在接待室長時間等候的客戶
57. when customers are waiting in a waiting room
194 58. 如何應(yīng)對客戶對商家已發(fā)現(xiàn)的問題的投訴
58. when a customer complains about a known problem
196 59. 如何應(yīng)對客戶提出的不合時宜的問題
59. when a customer asks inappropriate questions
197 60. 如何應(yīng)對客戶提出的不可接受的商品退換要求
60. when a customer tries an unacceptable merchandise return

第三部分 社交傳媒與客戶服務(wù)關(guān)系
part three social media and customer service

321 社交傳媒平臺與客戶服務(wù)關(guān)系分析
the connection between social media and customer service
325 61. 掃描-關(guān)注-搜索（主動出擊）
61. scanning, watching, searching （proactive）
326 62. 類選治療法——爭取主動，優(yōu)先處理重要客戶投訴
62. triage: proactively prioritizing complaints\/comments
328 63. 與客戶取得聯(lián)系
63. contact!
330 64. 主動出擊，，處理客戶投訴
64. proactive complaint handling

媒體評論

通過本書的學(xué)習(xí)可以達到：化解客服困境避免惡化升級，應(yīng)對客戶投訴更專業(yè)更有耐心讓客戶滿意銷售額直線上升，營造并維護長期穩(wěn)定的客戶關(guān)系。

  本文關(guān)鍵詞：500強老總都稱贊的完美客服，由筆耕文化傳播整理發(fā)布。