【正文】 ____________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 中高端客戶服務(wù) 學(xué)員手冊 中高端客戶 開拓與經(jīng)營 3 客戶服務(wù)的公式： 公式：服務(wù)水平 預(yù)期服務(wù)〉 0 0 = 0 重點記錄 :____________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 預(yù)預(yù) 期期 需需 求求 預(yù)預(yù) 期期 水水 平平 2 服服 務(wù)務(wù) 水水 平平 1 中高端客戶服務(wù) 學(xué)員手冊 中高端客戶 開拓與經(jīng)營 4 常規(guī)服務(wù) 售前： ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 售中： ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 售后： ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 中高端客戶服務(wù) 學(xué)員手冊 中高端客戶 開拓與經(jīng)營 5 客戶服務(wù)的心理： 雙因素理論 : 重點 記錄 : _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ 心得 :__________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ ________________________________________________________________ _______________________________________________________________ _______________________________________________________________ 滿足 不滿意 沒有不滿意 /沒有滿意 滿意 保健因素 激勵因素 沒滿足 滿足 沒滿足 中高端客戶服務(wù) 學(xué)員手冊 中高端客戶 開拓與經(jīng)營 6 公平理論 OP—— 對自己報酬的感覺 Oa—— 對別人所獲報酬的感覺 IP—— 對自己所作投入的感覺 Ia—— 對別人所作投入的感覺 OH—— 對自己過去報酬的感覺 IH—— 對自己過去投入的感覺 重點記錄 :_______________________________________________________ _________________________________________________________________ _________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _________________________________________________