寿险的中高端客户服务学员手册全稿.docx
- 文档编号:23233066
- 上传时间:2023-05-15
- 格式:DOCX
- 页数:42
- 大小:48.91KB
寿险的中高端客户服务学员手册全稿.docx
《寿险的中高端客户服务学员手册全稿.docx》由会员分享,可在线阅读,更多相关《寿险的中高端客户服务学员手册全稿.docx(42页珍藏版)》请在冰豆网上搜索。
寿险的中高端客户服务学员手册全稿
单元主题
中高端客户服务
学员手册
TrainBetter,AchieveBest
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:
______________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
客户服务的公式:
公式:
服务水平-预期服务〉0
<0
=0
重点记录:
____________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
____________________________________________________________
_____________________________________________________________
_____________________________________________________________
____________________________________________________________
_____________________________________________________________
_____________________________________________________________
____________________________________________________________
_____________________________________________________________
_____________________________________________________________
____________________________________________________________
_____________________________________________________________
_____________________________________________________________
____________________________________________________________
_____________________________________________________________
_____________________________________________________________
____________________________________________________________
_____________________________________________________________
_____________________________________________________________
常规服务
售前:
1、____________________________________________________________
____________________________________________________________
2、____________________________________________________________
____________________________________________________________
3、____________________________________________________________
____________________________________________________________
4、_____________________________________________________________
_____________________________________________________________
售中:
1、____________________________________________________________
____________________________________________________________
2、____________________________________________________________
____________________________________________________________
3、____________________________________________________________
____________________________________________________________
4、_____________________________________________________________
_____________________________________________________________
售后:
1、____________________________________________________________
____________________________________________________________
2、____________________________________________________________
____________________________________________________________
3、____________________________________________________________
____________________________________________________________
4、_____________________________________________________________
_____________________________________________________________
客户服务的心理:
双因素理论:
满足
重点记录:
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
心得:
__________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
________________________________________________________________
_______________________________________________________________
_______________________________________________________________
公平理论
OP——对自己报酬的感觉
Oa——对别人所获报酬的感觉
IP——对自己所作投入的感觉
Ia——对别人所作投入的感觉
OH——对自己过去报酬的感觉
IH——对自己过去投入的感觉
重点记录:
_______________________________________________________
_________________________________________________________________
_________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
心得:
_____________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
强化理论
当行为的结果对他有利时,这种行为就会重复出现;当行为的结果对他不利时,这种行为就会减弱或消失。
原则
1、要针对强化对象的不同需要采取不同的强化措施。
2、小步子前进,分阶段设立目标,及时给予强化。
3、及时反馈
重点记录:
_______________________________________________________
_________________________________________________________________
_________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
心得:
_____________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
客户服务的境界:
重点记录:
_____________________________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
____________________________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
____________________________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
海底捞的启示
重点记录:
___________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 寿险 高端 客户 服务 学员 手册