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令人怦然心動

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令人怦然心動
Product Code:
445981
Model:
9789863810612
Product by:
八方
Status:
Available Now
Delivery:
Usually ships within 4 to 6 weeks
Delivery Fee:
WM - RM 5.30
EM - RM 12.72
FREE shipping within Malaysia for orders over RM 79.00
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RM 43.80
RM 34.60
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Product Information

ISBN: 9789863810612

出版日期: 2015-11-23

作者: 竹內幸子

譯者: 克蘿夫人

裝訂: 平裝.雙色印刷.224頁.

 

指導超過3萬人!日本大企業顧客滿意度管理顧問 竹內幸子
跟誰都聊不停,連討厭鬼都搞定的加分說話術!
21個回話關鍵X扣分句,聊天、銷售、客訴、會議、報告,通通適用!

一句神回覆,化「憤怒」為「感動」!把「奧客」變「老主顧」!
客訴處理專家才會的說話技巧:說出對方想聽的,才能打動人心!
教你說服老闆、搞定客戶、同事,好感直線UP、萬事皆無往不利!
  ★如果老是說錯話、惹毛別人,一定要看這本書!
  ★客訴處理必備應對!遇到奧客,不用再握緊拳頭外加翻白眼了!

  一開口就結巴?說錯話得罪人卻老是摸不著頭緒?
  面對上司的質問、同事的批評,老是答不出話?
  顧客突然間就生氣了?
  總是說「我很抱歉,不好意思……」
  做了好幾年的業務,還是不知道拜訪客戶時該怎麼開場?

  「你說得真對!」V.S「XXX,你是腦殘嗎?」
  一句話,讓人超火大,還是超感謝,將決定溝通成敗!

  擅長將「奧客」變「好顧客」的日本客訴處理專家——竹內幸子,每年指導500件電話客訴的客服經驗,並在各大企業擔任顧客滿意度管理顧問,她發現:一句話,讓人超火大,還是超感謝,將決定溝通成敗!

  本書集結成豐富的職場實境對話,包括聊天、銷售、客訴、報告、開會、交辦、請託、接話等,教你如何善用加分句型、改掉口頭禪、發語詞,不僅讓對方不生氣,還能讓對方衷心感謝你,迅速改善人際關係!書中並針對不同類型的奧客,以其自身經歷的真實案例,提出專屬的應對技巧,帶你從中找出客訴處理的解決之道,以及危機處理的能力。

本書特色

  

 

作者簡介
竹內幸子



作者簡介



竹內幸子


  日本知名人才教育專家、客訴處理專家,擁有產險業、壽險業、信用卡業、旅行業、不動產業等多種產業的顧問經驗,專精於企業CS研修、新進職員研修、管理職位研修等領域。自2008年創辦「應對品質研究所」以來,擔任執行長,每年舉辦逾百場的研習活動,累計參與人數已達3萬人以上。著有《讓對方不惱怒不生氣的聽說法則》(神吉出版)。



譯者簡介



克蘿夫人


  留日5年後回國自動升級成人妻2.0。語言教育碩士,論文探討日本文化,人生執著次文化領域,目前身處教育第一線。

令人怦然心動
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Shipping Information
ZoneWeightDelivery Fee (RM)
West MalaysiaFirst 2.00 kg5.30
West MalaysiaAdditional 1.00 kg2.12
East MalaysiaFirst 1.00 kg12.72
East MalaysiaAdditional 1.00 kg12.72

ZoneOrder Price Range (RM)Delivery Fee (RM)
West MalaysiaAbove 39.00FREE
East MalaysiaAbove 79.00FREE

 

 

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