寿险的中高端客户服务学员手册全稿.doc

寿险的中高端客户服务学员手册全稿.doc

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中高端客户服务学员手册中高端客户开拓与经营

单元主题

中高端客户服务

学员手册

TrainBetter,AchieveBest

服务的意义：

对公司：

1、提高公司知名度，建立良好品牌，树立公司形象

2、持续经营，打造百年老店

3、创造利润，获得良质契约

对客户：

1、增加对公司的安全感

2、增强对自身的满足感

3、获得更充分全面的保障

4、成为其家庭经济顾问

对个人：

1、增加保额

2、提高继续率

3、介绍新客户

4、建立影响力中心

心得：

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客户服务的公式：

预期需求

预期水平2

服务水平1

公式：

服务水平-预期服务〉0

<0

=0

重点记录:

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常规服务

售前：

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售中：

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售后：

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客户服务的心理：

双因素理论:

满足

不满意

没有不满意/没有满意

满意

保健因素

激励因素

没满足

满足没满足

重点记录:

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心得:

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公平理论

OP——对自己报酬的感觉

Oa——对别人所获报酬的感觉

IP——对自己所作投入的感觉

Ia——对别人所作投入的感觉

OH——对自己过去报酬的感觉

IH——对自己过去投入的感觉

重点记录:

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心得:

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强化理论

当行为的结果对他有利时，这种行为就会重复出现；当行为的结果对他不利时，这种行为就会减弱或消失。

原则

1、要针对强化对象的不同需要采取不同的强化措施。

2、小步子前进，分阶段设立目标，及时给予强化。

3、及时反馈

重点记录:

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心得:

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客户服务的境界:

（）

预期

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重点记录：

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