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1、CustomerserviceSSmileforeveryone微笑待客EExcellentineverythingyoudo精通業(yè)務(wù)RReachingouttoeverycustomerwithhospitality對客戶的態(tài)度親切友善VVIP將每一位客戶視為重要的人物IInvitingyourcustomertoreturn邀請每位客戶再度光臨CCreatingawarmatmosphere為顧客營造溫馨的服務(wù)環(huán)境EEyecontactthatshowswecare用眼神表達(dá)對客戶的關(guān)心What’
2、sService?ServicecommitmentsServicemindsetServiceskills-WhoaremyCustomers-Skillstomeet/exceedCustomers’needs-SkillstohandleunhappyCustomers-Emailcodeofconduct-TelephonemannerOurAgendaQ&AIprovidevaluetocustomersthroughsuperiorserviceandsolutionsItaketheow
3、nershipandcareforourcustomersIexploreeveryopportunitytoexceedcustomers’needsServicecommitmentsSowathought,reapanactionSowanaction,reapahabitSowahabit,reapacharacterSowacharacter,reapadestiny-SamuelSmilesServicemindsetIbelieveinWin–WinIchoosemyownactions
4、–態(tài)度決定一切IbelievethatwhenIsharemyknowledge/experiencewith,workwith,andhelpotherteammembers,wewillbeabletocreateabiggercakeIt’sbettertomakemistakeswhiletryingtobehelpful/proactive,thandoingnothingatallThebiggestroomintheworldisthe“？”–continuousimprovementS
5、ervicemindsetCustomerSatisfactionBusinessSuccessCustomerLoyaltyEmployeeSatisfaction &RetentionRepeatingBusinessValuepropositionServicemindsetWhoaremycustomers?ExternalcustomerswhopayforourservicesTeammemberswhorelyonmyassistanceInternalpartnerswhomIsupp
6、lyinformation,resourcesandcooperation.ServiceskillsSkillstomeet/exceedcustomerneeds-Personalneedsinclude*Feelingvalued,respected,importantandspecial*Beingheard,understood,andcaredabout*Beinginvolvedinprocessesanddecisionsthataffectthem-Practicalneedsinc
7、lude*Havingthegoods/cargoshippedtothedestinationportintactandasscheduled*Gettinginformationaboutshipmentorhavingaquestionanswered*Problemsolved*ReceivingcorrectB/L*……ServiceskillsServiceskillsSkillstomeet/exceedcustomerneeds-Skillstomeet/exceedpersonaln
8、eeds1.Maintainorenhanceself-esteem2.Listenandrespondwithempathy3.Involvethecustomer-Skillstomeet/exceedpracticalneeds1.Acknowledge2.Clarity3.Meet/Exceed4.ConfirmTheGoldRule:Treatthecustomersthewayyouwanttobetreated.ThePlatinumRul
