項目一 走進(jìn)客戶服務(wù)與管理 ················································································.1
任務(wù)1 認(rèn)識客戶服務(wù) ·················································································.3
任務(wù)2 認(rèn)識客戶管理 ················································································.11
【同步實訓(xùn)】 ···························································································.15
【項目小結(jié)】 ···························································································.15
【同步測試】 ···························································································.15
項目二 網(wǎng)店客服崗前準(zhǔn)備 ·················································································.17
任務(wù)1 網(wǎng)店客服的知識儲備 ·······································································.18
任務(wù)2 網(wǎng)店客服崗位操作技能 ····································································.27
【同步實訓(xùn)】 ···························································································.43
【項目小結(jié)】 ···························································································.44
【同步測試】 ···························································································.44
項目三 做好客戶接待和溝通 ··············································································.46
任務(wù)1 規(guī)范的客服接待流程 ·······································································.47
任務(wù)2 提高付款轉(zhuǎn)化率 ·············································································.64
【同步實訓(xùn)】 ···························································································.66
【項目小結(jié)】 ···························································································.67
【同步練習(xí)】 ···························································································.68
項目四 完善售后服務(wù) ·······················································································.69
任務(wù)1 了解售后服務(wù) ················································································.70
任務(wù)2 處理客戶糾紛與投訴 ·······································································.75
【同步實訓(xùn)】 ···························································································.80
【項目小結(jié)】 ···························································································.80
【同步測試】 ···························································································.80
項目五 管理客戶關(guān)系 ·······················································································.82
任務(wù)1 建立客戶數(shù)據(jù)庫 ·············································································.83
任務(wù)2 做好客戶關(guān)懷 ················································································.86
任務(wù)3 搭建互動營銷平臺 ··········································································.92
項目一 走進(jìn)客戶服務(wù)與管理 ················································································.1
任務(wù)1 認(rèn)識客戶服務(wù) ·················································································.3
任務(wù)2 認(rèn)識客戶管理 ················································································.11
【同步實訓(xùn)】 ···························································································.15
【項目小結(jié)】 ···························································································.15
【同步測試】 ···························································································.15
項目二 網(wǎng)店客服崗前準(zhǔn)備 ·················································································.17
任務(wù)1 網(wǎng)店客服的知識儲備 ·······································································.18
任務(wù)2 網(wǎng)店客服崗位操作技能 ····································································.27
【同步實訓(xùn)】 ···························································································.43
【項目小結(jié)】 ···························································································.44
【同步測試】 ···························································································.44
項目三 做好客戶接待和溝通 ··············································································.46
任務(wù)1 規(guī)范的客服接待流程 ·······································································.47
任務(wù)2 提高付款轉(zhuǎn)化率 ·············································································.64
【同步實訓(xùn)】 ···························································································.66
【項目小結(jié)】 ···························································································.67
【同步練習(xí)】 ···························································································.68
項目四 完善售后服務(wù) ·······················································································.69
任務(wù)1 了解售后服務(wù) ················································································.70
任務(wù)2 處理客戶糾紛與投訴 ·······································································.75
【同步實訓(xùn)】 ···························································································.80
【項目小結(jié)】 ···························································································.80
【同步測試】 ···························································································.80
項目五 管理客戶關(guān)系 ·······················································································.82
任務(wù)1 建立客戶數(shù)據(jù)庫 ·············································································.83
任務(wù)2 做好客戶關(guān)懷 ················································································.86
任務(wù)3 搭建互動營銷平臺 ··········································································.92