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1、Buildinganexcellentcustomerservicemanagementsystem（构建卓越的客户服务管理体系）Theconstructionofcustomerservicemanagementsystemandexcellent2009-8-2910-16ShanghaihouseOrganization:BaidutrainingnetworkShanghaiZhiJinEnterpriseManagementConsultingCo.Ltd.August200929-30,ShanghaiOctober200916-17,Shangh
2、aiCurriculumfeatures:Systemframeworkbuild+systemthinkingcarding+ManagementToolsIntroduction+typicalcasesharing+SolutionsCurriculumbackground1,customerservicemanagementisnolongeraluxurymanagementfield,butnotjusttheconcernofserviceenterprises.2,havethesustainablecompetitiveadvantageof
3、enterprisesinthestrategicleveltoservethestrategicpositioningabilityofdeepandwarlords.Buildingfirst-classcustomerserviceabilityhasbecomethenewfocusofenterprisecompetition.3,thecustomerservicemanagementfieldhasbecomeapriorityfortheenterprisesthatwishtobefirst-class.4,however,customers
4、ervicemanagementdoesnothaveamaturesystemandexperienceasinothermanagementareas.Thiscourseisdesignedtomeettheurgentneedsofenterprisesthatwanttocreateafuturethroughshapingthecompetitiveedgeoftheservice.ParticipantCustomerserviceleader,customerservicemanager,marketingmanager,andothercus
5、tomerservicemanagers.CurriculumobjectiveIlettheideaofexcellenceaboutcustomerservicecouldbeusedinthepracticeofbusinessmanagement;Youlearntobuildacustomerservicemanagementsystemsuitablefortheenterprise,thescientificdesignoftheserviceprocessandservicestandards,improvetheoverallqualityo
6、fservice;*throughtheconceptofcustomerserviceorientation,atthestrategiclevelstaffforthenewunderstandingoftheservice,tocreateafavorableenvironmentandinternalcustomerserviceinternalserviceattitude;Initiallylearntotrainandeducateallkindsofcustomerservicestaff,establishcorrectserviceatti
7、tude,deeplyunderstandcustomerservice,andeffectivelyenhancetheserviceskillsofalltypesofemployees.SyllabusThefirstpart,understandingcustomerservicemanagementsystem1、understandingcustomerservicemanagementBasicfeaturesofcustomerservicemanagementSeveralbasicconceptsofcustomerservicemanag
8、ement2、mainmoduleso
