单元主题 中高端客户服务
学员手册
Train Better, Achieve Best
服务的意义：
对公司：1、提高公司知名度，建立良好品牌，树立公司形象
2、持续经营，打造百年老店 3、创造利润，获得良质契约
对客户：1、增加对公司的安全感
2、增强对自身的满足感 3、获得更充分全面的保障 4、成为其家庭经济顾问
对个人：1、增加保额 2、提高继续率
3、介绍新客户 4、建立影响力中心
心得：______________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________
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____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________
客户服务的公式：
预期需求 预期水平2
服务水平1
公式：服务水平-预期服务〉0
< 0 = 0
重点记录:____________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________
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_____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________
常规服务
售前：
1、____________________________________________________________ ____________________________________________________________ 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________ 4、_____________________________________________________________ _____________________________________________________________
售中：
1、____________________________________________________________ ____________________________________________________________ 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________ 4、_____________________________________________________________ _____________________________________________________________
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售后：
1、____________________________________________________________ ____________________________________________________________ 2、____________________________________________________________ ____________________________________________________________ 3、____________________________________________________________ ____________________________________________________________ 4、_____________________________________________________________ _____________________________________________________________
客户服务的心理： 双因素理论:
不满意 没有不满意/没有满意 满意 保健因素 没满足 满足 激励因素 没满足 满足 重点记录: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________
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寿险的中高端客户服务学员手册全稿
