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\u22521?\u-29779?\u21463?\u20247?\b0\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 \u25152?\u26377?\u22312?\u24037?\u20316?\u20013?\u-26880?\u-30335?\u19982?\u23458?\u25143?\u25171?\u20132?\u-28589?\u30340?\u20154?\u21592?\u-244?\u21253?\u25324?\u-27392?\u21806?\u12289?\u23458?\u25143?\u26381?\u21153?\u12289?\u-28671?\u-29401?\u20154?\u21592?\u12289?\u25307?\u24453?\u-28440?\u-27160?\u30340?\u21592?\u24037?\u12289?\u20027?\u31649?\u21644?\u32463?\u29702?\par\pard\plain\s0\fi0\li0\ri0\sb60\sa60\sl300\plain\f0\fs24\b \u-29698?\u31243?\u22823?\u32434?\b0\par\pard\plain\s0\fi400\li0\ri0\sb40\sa40\sl300\plain\f0\fs22\b 1.\u27491?\u30830?\u29702?\u-30237?\u23458?\u25143?\u26381?\u21153?\b0\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u23458?\u25143?\u26381?\u21153?\u30340?\u22522?\u26412?\u27010?\u24565?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u23458?\u25143?\u26381?\u21153?\u23545?\u20110?\u20225?\u19994?\u21644?\u26381?\u21153?\u20154?\u21592?\u30340?\u-28211?\u-30335?\u24847?\u20041?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u-32692?\u19994?\u21270?\u23458?\u25143?\u26381?\u21153?\u23545?\u23458?\u25143?\u26381?\u21153?\u20154?\u21592?\u30340?\u-30335?\u27714?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u25105?\u20204?\u30340?\u23458?\u25143?\u-230?\u20869?\u-28440?\u21644?\u22806?\u-28440?\par\pard\plain\s0\fi400\li0\ri0\sb40\sa40\sl300\plain\f0\fs22\b 2.\u28385?\u24847?\u30340?\u23458?\u25143?\u26381?\u21153?\b0\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u23458?\u25143?\u28385?\u24847?\u24230?\u29702?\u-29766?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u23458?\u25143?\u23545?\u26381?\u21153?\u30340?\u20116?\u20010?\u-30335?\u27714?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u27491?\u30830?\u29702?\u-30237?\u24182?\u28385?\u-29261?\u23458?\u25143?\u30340?\u-30335?\u27714?\par\pard\plain\s0\fi400\li0\ri0\sb40\sa40\sl300\plain\f0\fs22\b 3.\u23458?\u25143?\u26381?\u21153?\u30340?\u26053?\u31243?\b0\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u20934?\u22791?\u-27082?\u27573?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u25509?\u-30234?\u-27082?\u27573?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u-32278?\u25105?\u31649?\u29702?\u25216?\u24039?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u-30270?\u23519?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u20154?\u-27067?\u20851?\u31995?\u-32515?\u21147?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u29702?\u-30237?\u-27082?\u27573?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u20542?\u21548?\u25216?\u24039?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u25552?\u-27154?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u-28211?\u26032?\u32452?\u21512?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u-28738?\u25104?\u20849?\u-29754?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u23458?\u26381?\u30340?\u-30616?\u-28738?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u-29708?\u8220?\u19981?\u8221?\u30340?\u25216?\u24039?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u-29708?\u26381?\u-32515?\u21147?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u32467?\u26463?\u-27082?\u27573?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u30830?\u20445?\u23458?\u25143?\u28385?\u24847?\par\pard\plain\s0\fi400\li0\ri0\sb40\sa40\sl300\plain\f0\fs22\b 4.\u23458?\u25143?\u25237?\u-29751?\u21644?\u24322?\u-29778?\u22788?\u29702?\b0\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u19982?\u23458?\u25143?\u30340?\u24773?\u24863?\u25171?\u20132?\u-28589?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u27491?\u30830?\u24212?\u23545?\u23458?\u25143?\u30340?\u25265?\u24616?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * 3F \u27861?\u21017?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * \u22788?\u29702?\u24322?\u-29778?\u30340?\u24120?\u-30271?\u-27367?\u-29713?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 Outline:\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 1. Understanding customer service\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Basic concept of customer service\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Why customer service matters for both organization and individuals\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Competency requirement for customer service professionals\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Our customers: internal and external\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 2. Satisfactory customer service\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Theory of customer satisfaction\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Five expectations for good service\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Understanding and satisfy client\u8217?s expectations\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 3. The journey of customer service\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Preparing stage\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Contact stage\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Self management\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Observation\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Inter-personal relationship management\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Understanding stage\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Listening skill\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Questioning skills\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Recombination\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Stage of gaining agreement\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Using effective expression to affect your customers\u8217? decisions\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Saying \u8220?No\u8221?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Persuading skills\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Stage of finishing a round of service\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * To insure client satisfied\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 4. Handling complains effectively\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Dealing with client\u8217?s emotions\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Handling customer complains effectively\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * 3F tactic\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 * Common mistakes in complains\par\pard\plain\s0\fi0\li0\ri0\sb60\sa60\sl300\plain\f0\fs24\b \u26472?\u-32767?\u24072?\u20171?\u32461?\b0\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 2008\u24180?\u-31817?\u-26215?\u28207?\u22823?\u23398?\u24037?\u21830?\u31649?\u29702?\u30805?\u22763?\u23398?\u20301?\u12290?\par\pard\plain\s0\fi400\li0\ri0\sb80\sl300\plain\f0\fs22 \u22312?\u20854?\u-28719?\u21313?\u20116?\u24180?\u30340?\u24037?\u20316?\u29983?\u28079?\u20013?, 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