前言 使用說明 1．客服入門 相關(guān)概念 Customer service Customer care Customer Relationship Management（CRM） Customer satisfaction Customer loyalty InternaI CUStomers／ExternaI CUStomers Regular customers／Potential customers／End users Before－sales service，After-sales service 客服人員技能要求 Effective communication skills Ability to deal with complaints and problems Good phone skills and customer service manner Ability to provide proper follow up Ability to work under pressure and deadline Ability to work in teams as well as independently Test yourself！ Test yourself！參考答案 2．面對面客服 基礎(chǔ)社交：問候 It's nice to finally meet you face to face． 基礎(chǔ)社交：閑聊話題 Have you ever been to Beijing before？ How was the weather？ 基礎(chǔ)社交：熱情招待 CanI getyou some coffee ora cold drink？ 基礎(chǔ)社交：告別 Solongfor now． 會議：開場白 Well，we all seem to be here now．Let’S begin． 會議：介紹議題 We are meeting today to talk about a new mar-keting strategy． 會議：詢問情況 I've done some research into your company It seems you have made progress in your sales Is that right？ 會議：提出建議 My suggestion is to use the new version． 會議：表達同意 I think you’re right． 會議：征詢意見 So，that was my suggestion．Is that suitable for you？ 會議：結(jié)束語 That was a very useful meeting． 展會：發(fā)起交談 Excuse me，may I help you？ 展會：具體講解 We're here every year and it's quite an important eventfor US． 展會：具體詢問 Are you looking for anything in pa rticular？ 展會：建立聯(lián)系 Do you mind if I take your business card？ 展會：結(jié)束交談 I hopeyou enjoythefair． 演示：開場問候 Good morning／afternoon，ladies and genUemen． 演示：自我介紹 Let me just start by introducing myself．My name is…… 演示：點明主題 What l'd like to present to you today is… 演示：說明目的 I hope that you will leave this room with a better understanding of our new marketing strategy． 演示：描述產(chǎn)品/服務(wù) Our product range includes machine tools and light industrial products． 演示：強調(diào)特點 We stand out from our competitors because our products are very of high quality． 演示：提供產(chǎn)品資料 I hope you’II pick up one of our leaflets． 演示：后續(xù)跟進 I，II send you the latest brochure tomorrow． 演示：總結(jié)概括 Just to summarize the main points of my talk．
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