任何组织为自己确定的唯一竞争优势都是...服务
The single competitive advantage any organization defines for
itself is...Service.
数十万个客户服务案例研究出的智慧，30年销售组织行为学发展研究出的结晶，全球500强企业中80%的企业用于培训
客户服务精英的必修课程，全球数千家客户服务致胜宝典。
 了解每年超过10%的年收入是如何因为顾客的不满而流失的.
Studies show that over ten percent of annual revenue is lost due to customerdissatisfaction.
损失一个顾客的成本是该顾客一年潜在价值的5 倍。尽管各行业性质不一，当一个顾客的离开了，成千上万甚至是
数不胜数的潜在收益也随之而去。
The cost of a lost customer is five times the annual value of that customer. When a customer leaves your organization, depending on your industry, that can equate to tens or even hundreds of thousands of dollars walking out the door!
所有行业，10%至15%的顾客当其感到不满的时候都不会选择投诉，而是直接换一个商家。
Ten to fifteen percent of all customers, across all industries, never complain but switch to a competitor.
超过2/3 选择换商家的顾客，离开的原因是因为受到了冷落。
Over two-thirds of customers who go elsewhere do so because the people they deal with are indifferent to their needs.
让顾客满意意味着达到甚至超越顾客的期望值，如此才能获得顾客的芳心以及他们下一次的光临...让顾客青睐于
您而不是您门外众多虎视眈眈的竞争对手们。
Customer satisfaction means to meet or exceed the expectations of the customer so the customer will purchase from you again at their next opportunity… to prefer you over your competition or other spending options that they have.
毫无疑问您的企业已承诺要力争顾客满意度这项指标第一。企业总是从大规模改变企业文化作为实现该目标的第一步。这些转变从广泛参考各行业领先者的操作规范开始，经过市场可行性研究，最后得出一套适合自己的关于如何让顾客满意的标准。
Your organization has undoubtedly made a commitment to being number one in customer satisfaction. Companies often first approach this goal through a wide-ranging cultural transformation. The transformation begins with benchmarking the practices of leaders in different industries, and continues with clearly researched and defined customer satisfaction standards.
企业视顾客满意为己任，确保顾客拥有知情权，这是因为它能为企业带来实实在在的回报，它确保了员工持续的个人发展，确保了他们的收入和就业。激烈的竞争，日益增强的顾客意识以及其他的因素使得顾客满意度成为影响企业成败最重要的因素— 这不仅是我们的工作，还决定着我们的就业。
Organizations strive to keep their customers informed and satisfied because it pays in very real bottom-line dollars, and it pays you personally in continued growth, compensation and employment in your job. Fierce competition, increased consumer awareness and other factors make satisfying customers the most crucial ingredient in future success – it’s not just our jobs, it means our jobs!
但是，仅看一下那些关于企业如何流失客户的资料便能发现最大的因素都是些人为的。顾客满意的关键在于人为的表现——在于客服人员与顾客一对一的直接交流。本课程旨在通过建立一个基于常识的影响模型来帮助您不但让您的顾客满意，还能让他们下次再次光顾。
But, if we look at the data on just why companies lose customers, the largest factor lies in the area of human performance. Customer satisfaction hinges on the human interface, the oneon-one interaction between service provider and customer. This program is built around a common sense influence model to help you keep your customers not only satisfied, but coming back!
服务提供者面临的主要挑战就是发现顾客需求的同时，满足顾客的需求。而正确区分顾客需要和需求，正是普通服务和卓越服务结果有着天壤之别的真正原因。
The primary challenge for service providers is to meet a customer’s wants, while at the same time uncovering their needs. Being able to differentiate between needs versus wants can make a world of difference between average service results and outstanding service results.
情境服务课程是一互动型，基于视频的课程，它适用于所有处理一对一顾客接触的职员。这个课程描述了一由客户驱动的过程，非常适合起步阶段的客服新人，同样也适合资深的客服人员。
Situational Service is an interactive, video-based workshop appropriate to all personnel that manage the one-on-one customer interface. This program outlines a customer driven process appropriate for beginner service representatives, as well as for veteran service professionals.
完成这个课程时，您便会有一套能更加成功地影响和满足顾客的个人方案。方案一旦成功，您就是促进了一个客户期待与您再度合作，更有实力的企业的诞生。在这个课程中，您能学到众多如何让您企业有效提供服务的方式——服务改变并不是一套单一的“六步走”方案。这个课程将要您在适用于不同情况的各种不同方案中做出选择。
On completion of this program, you will have a personal plan for influencing and satisfying your customers even more successfully. With success, you can help create an even stronger organization to which your customers will want to return to do business. In this program you will learn that there are many ways in which you can be effective as a service provider within your organization – there is no single “Six-Step” solution to the service influence process. This program will let you select from a variety of styles according to the demands of each situation you encounter.
同样重要的是，这个课程将助您把在其他客服培训中学到的技巧运用到实际中。大家常常不能学以致用，并不是因为这些技巧无足轻重或一无是处，而是大家难以把握在实际情况中什么时候该用什么时候不该用。当您完成这个课程，您就有可能把您所有的技巧整合成一个有效的个人影响系统……不仅知道什么时候该运用他们，还知道为什么要用。
Of equal importance, this program will help you use skills you have learned in other customer service training courses. Too often, people are unable to transfer the skills learned in training sessions to their jobs… not because the skills are unimportant or useless, but because they’re uncertain about when and when NOT to apply them to real situations. On completion of this program, you will be able to integrate all your skills into an effective personal influence system… knowing not only when to apply them, but also why.
尽管《情境系列课程：超越基础培训》是一门高度结构化的课程，您的讲师却能够相当灵活的安排个部分内容。因此，您会获得最好的机会快速学习，掌握知识，并把理念运用到工作中去。
Although Situational Service …Beyond Basic Training is a highly structured program, your facilitator has considerable flexibility in conducting the sessions. Therefore, you will be given the best opportunity to learn quickly, retain the information and apply the concepts on your job.
情境服务正是基于满足和超越服务标准这一常识理念而设立的课程。扩展了著名的情境领导模式的运用，参加情境服务课程的学员可以学习到服务过程中即时、面对面的有价值决策技术，从而带来真正卓越的服务。有多种类型服务风格的可供选择，而选择何种服务的关键是根据所遇不同形势的要求来明确应选用何种类型。
Situational Service is grounded in common sense approaches to meet and exceed service standards. By extending the application of the Situational Leadership Model, participants of Situational Service will learn valuable techniques for making those moment-to-moment decisions that result in truly outstanding service. There are a variety of service styles to select from, the key is understanding which style to adapt according to the demands of each situation encountered.
客户的忠诚度
Customer Loyalty
在现代激烈的市场竞争中，提高消费者的意识，利用各种手段使客户满意使未来成功最至关重要的因素
Fierce competition, increased consumer awareness and other factors make satisfying customers the most crucial ingredient for future success – it’s not just our jobs, it means our jobs!
你准备好了吗？
Are you Ready?
在情境服务的模型中，这些的活动都是围绕定义和识辨不水平的客户准备度，参与者在这课程中将学会根据不同的准备度的状态调整自己的行为模式以适应客户的需求
The activities in this module center around defining and categorizing the different levels of customer readiness. Participants learn to identify the behavioral cues associated with each level.
你的服务是怎样的？
What’s My Style?
学员能透彻的了解到自己与客户服务的互动时真实的反馈。自我评估系统让学员认识到他们自己的盲点，自己影响客户满意度和忠诚度的服务行为风格趋向和服务优势，以及需要改进的地方。
Participants take an inward look at the behaviors they use when interacting with their customers. A self-assessment exercise allows for personal insight around their comfort zones and the impact of their behavioral tendencies on customer satisfaction and loyalty.
情境服务的应用与反馈
Applications and Feedback
服务工作的工作在这世界上时最艰难的工作之一，因为他们承担着提供信息给客户并使其满意的责任，客户人员经常在没有时间或缺乏足够信息的情况决定如何去做。情境服务的模型论证了在服务风格与客户准备度之间如何使客户更了解我们和满意，并保持回头的的关系。
The job of service provider is one of the toughest in the world, in that the service provider owns the responsibility of informing and satisfying customers. Often there is very little time or information on which to make a decision. This module demonstrates the relationship between service style and customer readiness, which results in informed, satisfied customers that keep coming back.
 
本课程有助于培养您对客户满意度进行评估的能力。
helpful to enhance the competency of adopting customer satisfied
增进关于人与人之间如何有效影响的认识
To increase your understanding of how people are influenced effectively.
有利于准确判断客户的服务准备度状况，并选择最为匹配的客户服务风格。
Exactly diagnose customer readiness, adopt the match service style
掌握能使您的服务满足顾客需求的特殊技巧
To develop specific skills that will help you match your service style to the needs of your customers.
有助于您学会能够提升顾客满意度和忠诚度的策略，将不同情境的战略和战术应用于实际的客户服务情境中
To learn strategies you can use to increase the satisfaction and commitment of your customers.
更迅速地辨别或诊断客户需求或期望并采取可能达到的对企业和客户产生最好效果的以服务为重心的方法。
More quickly read or diagnose customer needs and expectations and adopt a service focused approach that is likely to achieve the best possible result for the organization and the customer
Extended Outcomes
Personal insight around the impact of behavioral tendencies on customer satisfaction and loyalty
洞悉客户满意度和忠诚度的影响行为趋向
Developing or increasing customers’ readiness to interact
发展和增加客户准备度的互相影响
Stopping and reversing slippage in customer readiness
停止客户准备度的下降，恢复客户准备度
Isolating service strengths and areas for improvement
改进单方面简单的服务模式，扩大服务的范围和左右
Creating informed, satisfied customers that keep coming back
增加熟悉的我们满意的客户，保持他们的回头与我们合作
第一单元: 客户的忠诚度－“定义您的角色”
Module 1:Customer Loyalty――“Defining Your Role”
本单元《客户忠实—“定义您的角色”》强调的是顾客满意的重要特性，以及更为重要的客服人员与顾客之间一对一的直接交流。没有通用的模式能够实现顾客的满意；真正能发挥作用的是一个能把您所学知识和实际经历相结合的基于常识的影响模式。
This first part, Customer Loyalty “Defining Your Role,” has emphasized the critical nature of customer satisfaction, and even more importantly, the one-on-one human interface between service provider and customer. There is no all-purpose set of “steps” to take in satisfying customers; rather, what is useful is a “common sense” influence model that organizes what you’ve already learned and experienced.
1, 时刻意识到您在实现顾客满意中所扮演的角色——提供信息和确保满意。
Remain aware of your role in customer satisfaction – to provide information and ensure satisfaction.
2,要意识到是您的行为影响了顾客——您的行为给顾客留下的印象才是重要的。
Always be aware that it is your behavior that influences the customer – and what counts is how the customer perceives the behavior.
3,要铭记在心的是您在关键时刻对顾客的影响将在很大程度决定顾客对您企业的印象。
Always be aware that what you do in the “moments of truth” in which you interact with any customer has a major impact on how the customer perceives your organization.
4, 尽量多的应用您所学到的模式——使用地越频繁，越能转化成为您自己的东西。
Use the model you will be provided – the more you use it, the more it will become second nature.
5,与他人合作，观察他人的行为并用您在这儿所学到的语言标准给他人做出反馈。
Work with one another. Give feedback to each other on the behaviors you see each other use, and apply the language that you learn here.
6, 讨论您的顾客和业务类型，情境服务是一个很重要的工具。它能使顾客对您企业的印象和与您的合作方式大大改观。而且，当您能对顾客产生正面的影响时，您心里也必会有一番不同的感受。
Discuss your customers and transaction types. Situational Service is an important tool. It can make the difference in how customers perceive you and work with you. And, it will make a difference in how you feel when you are able to positively influence your customer.
第二单元: 顾客准备度 ――“重要的事先完成”
Module 2: Customer Readiness －“First Things First”
本单元主要围绕定义并分类不同层次的“顾客准备度”为核心逐步展开。学员将获取鉴别顾客在不同准备度情况下的行为特征的能力。调查显示服务改变的成功是由工作环境中的若干因素决定的。在所有的环境因素中，客服人员与顾客之间的关系是成功的决定性因素。而准确地评估顾客准备度又是决定这种客户关系成功与否的关键。
The activities in this module centre around defining and categorizing the different levels of customer readiness. Participants learn to identify the behavioral cues associated with each level. Research has shown that your success in service influence is affected by several factors in your work environment. Of all the environmental factors, the relationship between service provider and customer is most crucial to your ongoing success. Your ability to correctly assess customer readiness is critical in determining success within that relationship.
1,定义和掌握顾客准备度的各项指标。
Define and understand the indicators of customer readiness.
2,解释“信息强”和“满意”在顾客意愿中所表达的含义。
Explain the meaning of “informed” and “satisfied” in customer readiness.
3,为顾客意愿分类，按信息强/信息不强和满意/不满意的标准分类并且每一个类别举一个相关例子。
Classify examples of customer readiness levels within a specific transaction as to informed/uninformed and satisfied/dissatisfied.
4,举一个在您在接待顾客时找到行为意愿暗示的例子。
Give examples of behavioral readiness “cues” specific to your job and customers.
5,区别顾客意愿中的“不满”和“不愉快”。
Distinguish between “dissatisfied” and “apprehensive” in customer readiness.
第三单元: 服务风格“从建立到实现”
Module 3: Service Styles ――“From Establishing to Fulfilling”
在这个单元里，学员将审视自己在与客户交流时采用的行为方式。 通过自我测评，学员会清楚地了解自己的在服务过程中的“适宜范围”，以及自己的行为模式对客户满意和忠诚度产生的影响。
Participants take an inward look at the behaviors they use when interacting with their customers. A self-assessment exercise allows for personal insight around the participant’s comfort zones and the impact of their behavioral tendencies on customer satisfaction and loyalty.
1,评估您个人在影响顾客方面的行为倾向。
Assess your own behavioral tendencies in influencing customers.
2,解释服务“模式”以及它对有效影响顾客的重要性。
Explain service “style” and its importance to effective customer influence.
3,解释什么是“指导性行为”和“支持性行为”。
Explain the terms “directive behavior” and “supportive behavior.”
4,列举高效和低效的指导性行为，以及高效和低效的支持性行为。
Give examples of high and low directive behavior and high and low supportive behavior.
5,列举并分类那些既不是高/低效指导性也不是高/低效支持性的行为。
Classify examples of behavior as either high/low amounts of directive behavior or high/low amounts of supportive behavior.
6,描述“建立”，“阐释”，“互动”和“完成”这几个阶段在服务模式中的各项提示。
Describe indicators of the “Establishing,” “Clarifying,” “Involving”and “Fulfilling” service styles.
7,掌握和识别各种服务模型中的行为引发因素。
Understand and identify behavioral triggers associated with each service style.
第四单元: 情境服务 模式
Module 4: The Situational Service Model
服务人员的工作是世界的最难做的工作之一,他们不仅需要向顾客提供信息，同时要让顾客感到满意，然而通常可供他们做决策的信息和时间却非常缺乏。情境服务模式向您诠释了服务人员的行为风格和顾客准备度之间的关联，对这种关联的深入了解将对顾客满意度的提升，最终成为永久客户有着直接的影响。
The job of service provider is one of the toughest in the world, in that the service provider owns the responsibility of informing and satisfying customers. Often there is very little time or information on which to make a decision. This module demonstrates the relationship between service style and customer readiness, which results in informed, satisfied customers that keep coming back.
1,与情境服务影响模式人员讨论与合作。
Discuss and work with the Situational Service influence model.
2,解释哪种服务模式在不同的业务中拥有最高的成功几率。
Explain which service styles have the highest probability of success in various transactions.
3,选择适合于您所遇到的顾客及其意愿的服务模式。
Choose service styles that match the readiness level of customers in your own specific customer situations.
4,阐述在不同的业务中使用几率最高的服务模式，了解因服务模式和客户意愿程度搭配不当带来的长期及短期的影响。
State the high probability service styles for various customer contact situations and understand the short and long-term consequences of style/readiness mismatches.
第五单元: 发展和修复
Module 5: Development and Recovery
本模块对模式进一步说明，开始对如何发展并提升客户的准备度进行探讨。在这部分你也会了解到客户准备度动态的恢复和滑移，或是客户准备度变动的停止和倒退。
This module takes the model a step further, into developing or increasing customer readiness. In this part you will also look at the dynamics of recovery and slippage, or stopping and reversing readiness slippage of a customer.
1,掌握在每个顾客意愿水平的潜在发展或修复空间。
Understand the human dynamics of development and recovery at each level of customer readiness
2,识别和归类需要采取修护策略的业务类型。
Identify and organize typical transactions that require recovery strategies
3,详细说明每个相应服务模式的发展和修护特征。
Define development and recovery tactics for each corresponding service style
第六单元: 评估反馈 ――“您的模式是怎样的”
Module 6: Assessment Feedback －“What’s Your Style”
通过对个人发展的量表分析，学员将认识到自己的服务优势以及有待改进之处。如何将新获得的技能转化到工作场所的策略将会付诸实践。
Through a Personal Development Inventory, participants identify their service strengths and areas for improvement. Strategies for transferring newly acquired skills back to the workplace are put into practice.
1,了解您基本服务模式的重要性。
Understand the significance of your primary service style.
2,识别使您个人服务模式更完善的其他辅助模式。
Identify the supporting style(s) that complete(s) your style profile.
3,了解您所属类型的优势。
Understand the strengths of your style profile.
第七单元：应用
Module 7: Personal Development
识别了主要和次要服务风格，个人服务风格范围和你本人的实际能力，你就会问：接下来是什么？本模块将解决疑难。
Identifying primary and secondary service styles, personal service style range and the strengths of your profile leads you to ask, “Now what?” This module puts it all together.
“情境服务通过个人准备，即时的行动和有效的沟通帮助我们所有员工达到满意的客服。本模式的雨露滋润了客服的各个方面－从最基础的到最个性化的经历！”
——MARK D. FOSTER
Vice President Hilton Hotels Corporation
副总裁
希尔顿酒店公司
Situational Service helps all levels of our professionals to deliver customer satisfaction through personal preparation, timely actions and effective communication. The fluidity of this model covers every facet of customer care – from the basics, to an optimum individualized experience!
——MARK D. FOSTER
Vice President
Hilton Hotels Corporation
Program Specifications
课程细目：
营销/销售总监、营销/销售经理、营销/销售主管
Marketing Director, manager, supervisor
客户经理、公关经理
Customer Service manager, public relations manager
高级商务代表、资深销售人员
Business representative, senior sales
培训经理、内部销售讲师
Training manager, trainer
呼叫中心人员，前线服务人员，客服代表
Call Center Reps， All Frontline Personnel，customer service Reps
Delivery Options 授课选项
License and in-house delivery 室内授课
LLA Trainers facilitate at clients’ sites 终生领导艺术管理学院培训师在客户端培训
LLA Public Workshops 终生领导艺术管理学院公开课
Tailored or customized 企业定制课程
Blended learning solutions 混合学习解决方法
Prerequisites 必备前提
This is a foundational course – there are no prerequisites. 这是一个基础课程 ―― 不需要前期准备
Length/Timing 长度/时间
Seven to thirteen hours typical 基本上7-13小时
Easily enriched with content and application extensions 丰富轻松的内容和运用外延 |
