本文關(guān)鍵詞：500強(qiáng)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(qiáng)老總都稱贊的完美客服》為您提供海量應(yīng)對(duì)日�？蛻舴⻊�(wù)案例的措辭技巧，包括大量簡(jiǎn)單實(shí)用的客服案例應(yīng)對(duì)策略；
《500強(qiáng)老總都稱贊的完美客服》幫助您應(yīng)對(duì)最具挑戰(zhàn)性的的客服需求；
《500強(qiáng)老總都稱贊的完美客服》掌握最完美有效的語(yǔ)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(jí)；應(yīng)對(duì)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(yíng)造并維護(hù)長(zhǎng)期穩(wěn)定的客戶關(guān)系。

內(nèi)容簡(jiǎn)介

《500強(qiáng)老總都稱贊的完美客服》是一本經(jīng)管類實(shí)用圖書，屬于職場(chǎng)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(shí)用的職場(chǎng)指南圖書�！�500強(qiáng)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(lái)的壓力。

《500強(qiáng)老總都稱贊的完美客服》從商家、客戶以及客服人員的實(shí)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(shí)從中獲益。

作者簡(jiǎn)介

羅伯特.巴克沃是美國(guó)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(guó)際出版集團(tuán)教育出版公司簽約出版了幾本書，主題涉及企業(yè)績(jī)效管理、績(jī)效計(jì)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(duì)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(xiàng)
hints
11 寄語(yǔ)那些希望幫助別人學(xué)會(huì)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(tīng) active listening
25 承認(rèn)錯(cuò)誤 admit mistakes
26 允許客戶發(fā)泄不滿 allow venting
26 適時(shí)道歉 apologize
27 適當(dāng)?shù)闹w語(yǔ)言 appropriate nonverbals
27 適度的微笑 appropriate smiles
27 必要的后續(xù)行動(dòng) arrange follow-up
28 探究性提問(wèn) 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(zèng)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(shí)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(jìn)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(guò)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(dú)相處的空間 isolate\/detach customer
37 平心靜氣坦誠(chéng)相待 level
37 應(yīng)對(duì)高度差（肢體語(yǔ)言） manage height differentials\/nonverbals
37 恰當(dāng)應(yīng)對(duì)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(yǔ)言表述通俗易懂 plain language
40 掌握主動(dòng)先發(fā)制人 preemptive strike
41 保護(hù)隱私與機(jī)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(wèn)代陳述 question instead of state
43 向上級(jí)主管請(qǐng)示 refer to supervisor
44 向第三方咨詢求助refer to third party
44 重新聚焦問(wèn)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(yǔ)行為） stop sign-nonverbal
47 提供選擇以免客戶無(wú)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(dá)感謝 thank-yous
49 暫時(shí)休息調(diào)整 time out
49 善于稱呼客戶名字 use customer's name
50 掌握時(shí)機(jī)應(yīng)對(duì)發(fā)怒的客戶 use of timing with angry customers
50 運(yùn)用語(yǔ)言軟化劑 verbal softeners
51 運(yùn)用強(qiáng)調(diào)語(yǔ)氣 voice tone—emphatic
51 確定時(shí)間的提問(wèn) when question
52 學(xué)會(huì)說(shuō)“你是對(duì)的！” you're right!

第二部分 客服案例應(yīng)對(duì)策略詳解
part two dealing with specific customer situations
83 1. 如何應(yīng)對(duì)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(duì)需要匆忙趕時(shí)間的客戶
2. when a customer is in a hurry
86 3. 如何應(yīng)對(duì)在一群等待的顧客面前插隊(duì)的客戶
3. when a customer jumps ahead in a line of waiting customers
87 4. 如何應(yīng)對(duì)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(duì)正在進(jìn)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(duì)因不愉快的經(jīng)歷對(duì)你的公司抱有負(fù)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(duì)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(duì)無(wú)法取得客戶信任的局面
8. when a customer might be mistrustful
96 9. 如何應(yīng)對(duì)客戶遇到語(yǔ)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(duì)遇到語(yǔ)言交流障礙的情況
10. when a customer is experiencing a language barrier
100 11. 如何應(yīng)對(duì)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(duì)被要求按照規(guī)定執(zhí)行一系列行動(dòng)的客戶
12. when a customer needs to follow a sequence of actions
103 13. 如何應(yīng)對(duì)客戶對(duì)你能力的質(zhì)疑與羞辱
13. when the customer insults your competence
105 14. 如何應(yīng)對(duì)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(duì)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(duì)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(duì)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(duì)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(duì)一直在排隊(duì)等候的客戶
19. when a customer has been waiting in a line
117 20. 如何處理自己無(wú)法回答的問(wèn)題
20. when you don't have the answer
119 21. 如何應(yīng)對(duì)無(wú)人可以回答客戶問(wèn)題的情況
21. when nobody handy has the answer
121 22. 如何應(yīng)對(duì)電話中客戶需要等待的問(wèn)題
22. when you need to place a caller on hold
123 23. 如何應(yīng)對(duì)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(duì)無(wú)權(quán)處理的問(wèn)題
24. when you lack the authority to...
127 25. 如何應(yīng)對(duì)客戶要與上司見(jiàn)面的威脅
25. when a customer threatens to go over your head
128 26. 如何應(yīng)對(duì)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(duì)客戶要求和主管談話但主管沒(méi)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(duì)客戶到報(bào)社曝光的威脅
28. when a customer threatens to complain to the press
134 29. 如何應(yīng)對(duì)客戶要求與負(fù)責(zé)人見(jiàn)面
29. when a customer demands to speak to the “person in charge”
136 30. 如何應(yīng)對(duì)客戶犯的令人尷尬的錯(cuò)誤
30. when a customer makes an embarrassing mistake
139 31. 如何應(yīng)對(duì)客戶因擔(dān)心隱私泄漏而不愿透露個(gè)人信息的狀況
31. when a customer withholds information due to privacy concerns
141 32. 如何應(yīng)對(duì)來(lái)自客戶的與人身傷害或財(cái)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(duì)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(duì)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(duì)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(duì)客戶拒絕離開(kāi)的狀況
36. when a customer refuses to leave
153 37. 如何應(yīng)對(duì)客戶對(duì)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(duì)客戶的挑撥離間（某某人說(shuō)）
38. when a customer plays one employee off another （“so-and-so said”）
157 39. 如何應(yīng)對(duì)客戶可能的行竊
39. when a customer might be stealing
159 40. 如何應(yīng)對(duì)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(duì)有“被動(dòng)-攻擊”行為傾向的客戶
41. when a customer exhibits passive-aggressive behavior
163 42. 如何應(yīng)對(duì)試圖用非語(yǔ)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(duì)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(duì)其他客服人員沒(méi)有回復(fù)（回?fù)埽╇娫挼臓顩r
44. when someone else is not responding （no callback）
169 45. 如何應(yīng)對(duì)需要澄清的承諾
45. when you need to clarify commitments
171 46. 如何應(yīng)對(duì)索要不允許公開(kāi)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(duì)客戶主動(dòng)提出改進(jìn)客服工作的情況
47. when a customer makes a suggestion to improve service
174 48. 如何應(yīng)對(duì)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(jìn)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(shí)別內(nèi)部客戶
50. properly identifying the internal customer
180 51. 如何應(yīng)對(duì)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(duì)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(shí)
53. when you want feedback from the customer
186 54. 如何應(yīng)對(duì)客戶對(duì)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(shí)
56. when a reservation\/appointment is lost and you can't meet the commitment
192 57. 如何面對(duì)在接待室長(zhǎng)時(shí)間等候的客戶
57. when customers are waiting in a waiting room
194 58. 如何應(yīng)對(duì)客戶對(duì)商家已發(fā)現(xiàn)的問(wèn)題的投訴
58. when a customer complains about a known problem
196 59. 如何應(yīng)對(duì)客戶提出的不合時(shí)宜的問(wèn)題
59. when a customer asks inappropriate questions
197 60. 如何應(yīng)對(duì)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(tái)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(dòng)出擊）
61. scanning, watching, searching （proactive）
326 62. 類選治療法——爭(zhēng)取主動(dòng)，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(dòng)出擊，，處理客戶投訴
64. proactive complaint handling

媒體評(píng)論

通過(guò)本書的學(xué)習(xí)可以達(dá)到：化解客服困境避免惡化升級(jí)，應(yīng)對(duì)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(yíng)造并維護(hù)長(zhǎng)期穩(wěn)定的客戶關(guān)系。

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