"บริการให้ตรึงใจ SME ไทยทำได้" SME Webinar สัมมนาออนไลน์
6 likes806 views
The document discusses modern trends in customer service, emphasizing the importance of retaining current customers over acquiring new ones. It outlines various strategies for customer engagement, highlighting the need for a positive mindset and congruent behaviors from service providers. Additionally, it presents a framework based on personality types and key qualities that enhance customer satisfaction and loyalty.
More Related Content
Similar to "บริการให้ตรึงใจ SME ไทยทำได้" SME Webinar สัมมนาออนไลน์ (20)
"บริการให้ตรึงใจ SME ไทยทำได้" SME Webinar สัมมนาออนไลน์
- 2. ºบÃรÔิ¡กÒาÃรãใËหŒOEμตÃรÖึ§งãใ¨จ SME äไ·ท∙Âย·ท∙Óำäไ´ด ŒOE àเ»ป‚‚››ÂยÁมÊสØุ¢ข ÊสØุ·ท∙¸ธ»ปÃรÕี´ดÒา Certified Coach Enneagram Trainer NLP Master Practitioner 1 μตØุÅลÒา¤คÁม 2557
- 3. Overview Trend of Service in today’s world Sales sells Service, Service sells Sales !!!
- 4. Overview Trend of Service in today’s world Compete with Service Strategy
- 5. Cost of Sales Overview Acquiring new Customers has much higher cost than Retaining current Customers
- 6. Good Service creates; Customers Satisfaction Customers Loyalty Referral New Customers !! Overview
- 7. Overview Customers Behavior Expectation towards v Brand v Product Type / Category
- 8. Customers Behavior Past Experience Personality Type !!! Overview
- 9. Customer Engaging Service Strategy & Technique Positive Attitude and Mindset Starting from …. YOU !!!
- 10. Customer Engaging Service Strategy & Technique Positive Attitude and Mindset How you treat your People ? Positive Energy Radiation
- 11. Customer Engaging Service Strategy & Technique CongruencE of Doing Feeling Thinking
- 12. Customer Engaging Service Strategy & Technique CongruencE of Work life Personal life Your Behavior in
- 13. Customer Engaging Service Strategy & Technique Logical Level of Service For Whom ? Who are You ? Why Service ? How to Service ? What kind of Service ? When and Where to ?
- 14. Customer Engaging Service Strategy & Technique Customer Engaging Service Framework Based on 9 Types of Personality Enneagram
- 15. Customer Engaging Service Strategy & Technique 9 Qualities of Customer Engaging Service 1. High Standard & High Quality 2. Service with Heart 3. Determination with Objective 4. Uniqueness & Identity 5. Customers Information
- 16. Customer Engaging Service Strategy & Technique 9 Qualities of Customer Engaging Service 6. Strategy & Process 7. Enthusiasm with Happiness 8. Prompt Action & Responsive 9. Win / Win / Win / Win
- 17. Customer Engaging Service Strategy & Technique Customer Expectation • Brand • Product Type / Category • Value for Money • Past Experience • Advertising • Etc.
- 18. Customer Engaging Service Strategy & Technique Customer Satisfaction Meet Expectation Exceed / Beyond Expectation
- 19. Customer Engaging Service Strategy & Technique Meeting Expectation comes from … Standard Process
- 20. Customer Engaging Service Strategy & Technique Exceed / Beyond part comes from … Experiential Service Strategy CRM , CEM Plus +
- 21. Customer Engaging Service Strategy & Technique Exceed / beyond part comes from … HUMAN !!! Inter Personal Skills !!! Think – Feel - Do
- 22. Customer Engaging Service Strategy & Technique Missed Expectation !!! Customers Handling with … ÊสμตÔิ !!!
- 23. Customer Engaging Service Strategy & Technique Customers Handling steps Apologize Calm them down Finding Customer wants Offering Compensation Asking for Recommendation
- 24. Customer Engaging Service Strategy & Technique Customers Handling needs ... Understanding Compassion Active Listening Feedback / Back Tracking SMILE !!!
- 25. Customer Engaging Service Strategy & Technique Customers Follow Up purpose; Express Caring Responsibilities showing off Customer Satisfaction assessment Feedback listening Customers Information completing Relationship Retaining !!!
- 26. Customer Engaging Service Strategy & Technique Customers Follow Up by ... Phone call Customer visit E-mail, Social Network tools Mail Etc.