客户类型、需求分析与电话投诉处理技巧

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1、中国人寿财产保险股份有限公司客户类型、需求分析与电话投诉处理技巧二○一○年九月江苏-2-\shkg14201ibdshare$StructureClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan092003-12:26/2上篇:客户类型与需求分析课程大纲一、客户类型分析二、客户需求确认三、客户需求分析与满足-3-\shkg14201ibdshare$StructureCli

2、entsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan092003-12:26/3一、客户类型分析-4-\shkg14201ibdshare$StructureClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan0

3、92003-12:26/4(一)客户类型-5-\shkg14201ibdshare$StructureClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan092003-12:26/5绝对成功的方法，没有定论绝对失败的方法，却有一种__“试图去取悦每一个人”客户类型有千百种知已知彼,百战不怠!(一)客户类型-6-\shkg14201ibdshare$StructureClien

4、tsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan092003-12:26/6强硬紧张安心愤怒(一)客户类型按性格分：活泼型力量型和平型完美型-7-\shkg14201ibdshare$StructureClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002Reorganiz

5、ationExamples.ppt-Jan092003-12:26/7(一)客户类型按投诉特点分：牢骚型谈判型理智型骚扰型-8-\shkg14201ibdshare$StructureClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan092003-12:26/8(一)客户类型根据电话服务特点,我们一般将客户类型划分为-9-\shkg14201ibdshare$Structur

6、eClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan092003-12:26/9主导型分析型友善型暴躁型(一)客户类型-10-\shkg14201ibdshare$StructureClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002Reorganization

7、Examples.ppt-Jan092003-12:26/10主导型主导型客户的表现形式来电特点：能不能帮助我？应对方式--倾听，理解对方的要求--有效提问--站在对方立场说话--不要对抗，也不必顺着他说--有理说清楚，无理少说话(一)客户类型-11-\shkg14201ibdshare$StructureClientsFinancialInstitutionsAsiaFIGClientsChinaChinaLifepresentationRFPJan2002ReorganizationExamples.ppt-Jan0920