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Customer Service 2 Training

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Laurence Yap M.A. (UM) CHRM
Laurence Yap M.A. (UM) CHRM

[Ringkasan] Prinsip-prinsip perkhidmatan pelanggan yang baik meliputi: 1. Bersikap positif dan menghargai rakan sekerja 2. Memahami keperluan pelanggan dan memberikan maklum balas yang membantu 3. Memperoleh pengetahuan tentang produk untuk membantu pelanggan

EmpresarialesTecnología
1 de 80
Perkhidmatan Pelanggan Customer Service Satu Karier yang Membantu Orang A Business of Helping People
Isi Kandungan Content ,[object Object],[object Object],[object Object],[object Object],[object Object]
Peraturan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
5 Prinsip (hari pertama) ,[object Object],[object Object],[object Object],[object Object],[object Object]
5 Prinsip (hari kedua) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Definisi ,[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Perbincangan ,[object Object],[object Object],[object Object]
Perkongsian Positif ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Berapa Orang? ,[object Object]
Pendekatan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Perkongsian Negatif ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Berapa kita rugi? ,[object Object],[object Object],[object Object],[object Object]
Cabaran Kita ,[object Object],[object Object],[object Object]
Kedai runcit ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Pasaraya Moden (Supermarket modern) ,[object Object],[object Object],[object Object]
Emosi ,[object Object],[object Object]
Emosi = Pengalaman Merangkap idea anda
Idea anda ,[object Object]
Peraturan ,[object Object],[object Object],[object Object],[object Object],[object Object]
Apa Pengguna Beli? ,[object Object],[object Object],[object Object]
83% ,[object Object],[object Object],[object Object]
 
Ringkasan ,[object Object],[object Object],[object Object],[object Object]
Prinsip 1: Anda Boleh Menjadikan keadaan Berlaian: Pilih Positif, beraksi positif dan bersyukur. You can make the different: Choose positive, act positive and be grateful
A. Rahsia Tokoh Yang Berjaya (Sukses) ,[object Object],[object Object],[object Object],[object Object]
B. Belajar bersikap positif mulai sekarang ,[object Object],[object Object],[object Object],[object Object],[object Object]
Sikap Positif Perkhidmatan Pelanggan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sikap Positif Perkhidmatan Pelanggan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Maksudnya ,[object Object],[object Object],[object Object],[object Object]
C. Memilih Sikap Positif ,[object Object],[object Object],[object Object],[object Object],[object Object]
Proaktif Stimuli Reaction Positive Negative
Kes Mydin ,[object Object],[object Object],[object Object]
D. Positive Self Talk ,[object Object],[object Object],[object Object]
Self Talk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Kesan Implication ,[object Object],[object Object],[object Object]
Kesan ,[object Object],[object Object],[object Object],[object Object]
E. Bersikap Bersyukur ,[object Object],[object Object],[object Object],[object Object],[object Object]
Kerja ini membantu anda ,[object Object],[object Object],[object Object]
Kerja Ini Membantu Orang Lain ,[object Object],[object Object],[object Object]
Membantu Aktiviti Di Luar Kerja ,[object Object],[object Object],[object Object],[object Object]
Anda Boleh Menjadi Keadaan Berlainan ,[object Object],[object Object],[object Object],[object Object],[object Object]
Berkongsi Pengalaman ,[object Object],[object Object],[object Object],[object Object]
Famous Words ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Famous Words ,[object Object]
Famous Words ,[object Object],[object Object]
Famous Words ,[object Object]
Famous Words ,[object Object]
Famous Words ,[object Object]
Famous Words ,[object Object]
Famous Words ,[object Object]
Famous Words ,[object Object]
Famous Words ,[object Object]
Ringkasan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Prinsip 2 Melayan rakan sekerja dengan baik
Prinsip 2 : Melayan rakan sekerja dengan baik ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Prinsip 3 Melayan rakan sekerja dengan baik
Prinsip 3: Menilaikan Kunjungan Pelanggan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Menyukai anda… ,[object Object],[object Object],[object Object],[object Object]
A. Isyarat yang betul – Menunjuk Kedatangan di alu alu kan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Isyarat yang betul ,[object Object],[object Object]
B. Sikap Yang Baik ,[object Object],[object Object],[object Object],[object Object]
C. Connect with them ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Magic Question ,[object Object]
E. Unsur “dinilai” ,[object Object],[object Object],[object Object],[object Object]
E. Menilaikan kedatangan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Prinsip 4 Pengetahuan memberi Kita Kuasa membantu: Menjadi Pakar Produk
Prinsip 4: Pengetahuan memberi Kita Kuasa membantu: Menjadi Pakar Produk (Product Expert) ,[object Object],[object Object],[object Object]
What? ,[object Object],[object Object],[object Object],[object Object]
How? ,[object Object],[object Object],[object Object]
Exercise ,[object Object],[object Object]
Consultative Selling ,[object Object],[object Object],[object Object],[object Object],[object Object]
Prinsip 5 Mendengar dan Maklumbalas
Prinsip 5: Mendengar dan Maklumbalas ,[object Object],[object Object],[object Object],[object Object],[object Object]
Mendengar Dengan Mendalam (Deep Listening) ,[object Object],[object Object],[object Object]
Maklum Balas (Feedback)untuk Rakan Kerja ,[object Object],[object Object],[object Object],[object Object],[object Object]
Maklum Balas Untuk Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]
Exercise ,[object Object],[object Object],[object Object],[object Object],[object Object]
Penutup ,[object Object],[object Object],[object Object]

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Customer Service 2 Training

  • 1. Perkhidmatan Pelanggan Customer Service Satu Karier yang Membantu Orang A Business of Helping People
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  • 18. Emosi = Pengalaman Merangkap idea anda
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  • 24.
  • 25. Prinsip 1: Anda Boleh Menjadikan keadaan Berlaian: Pilih Positif, beraksi positif dan bersyukur. You can make the different: Choose positive, act positive and be grateful
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  • 32. Proaktif Stimuli Reaction Positive Negative
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  • 55. Prinsip 2 Melayan rakan sekerja dengan baik
  • 56.
  • 57. Prinsip 3 Melayan rakan sekerja dengan baik
  • 58.
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  • 67.
  • 68. Prinsip 4 Pengetahuan memberi Kita Kuasa membantu: Menjadi Pakar Produk
  • 69.
  • 70.
  • 71.
  • 72.
  • 73.
  • 74. Prinsip 5 Mendengar dan Maklumbalas
  • 75.
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