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:
1、____________________________________________________________
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2、____________________________________________________________
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3、____________________________________________________________
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4、_____________________________________________________________
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售后:
1、____________________________________________________________
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2、____________________________________________________________
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3、____________________________________________________________
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4、_____________________________________________________________
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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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