《500強老總都稱讚的完美客服》是2013年2月人民郵電出版社出版的圖書，作者是羅伯特·巴克沃。
基本介紹
- 書名：500強老總都稱讚的完美客服
- 作者：羅伯特·巴克沃
- 譯者：王玖煒
- ISBN：9787115305824
- 頁數：347
- 定價：38.00元
- 出版社：人民郵電出版社
- 出版時間：2013-2
內容簡介,目錄,
內容簡介
羅伯特·巴克沃編著的《500強老總都稱讚的完美客服(英漢對照)》是一本比較實用的職場指南圖書，旨在幫助你成為一名更稱職的客服人員，增加你的工作安全感和舒適度，減少那些棘手的客服案例所帶來的壓力。《500強老總都稱讚的完美客服(英漢對照)》從商家、客戶以及客服人員的實際需要出發，旨在探討優質客戶服務的策略和技巧，以使大家都能切實從中獲益。
目錄
Ⅰ 再版序言 Preface to the Second Edition
XV 譯者序
第一部分 成功的客戶服務
Part One Succeeding at Customer Service
3 第一章 客戶服務基本原理概述
Chapter 1 Basics of Customer Service
4 對我意味著什麼？
What's in It for Me?
5 客戶類型分析
Different Kinds of Customers
7 當務之急——打破客服神話
First Things First—Dispelling an Important Customer Service Myth
8 了解客戶需求
Understanding What Customers Want
10 如何充分利用這本書
How to Get the Most from This Book
11 注意事項
Hints
11 寄語那些希望幫助別人學會客服技巧的人
For Those Wanting to Help Others Learn Customer Service Skills
23 第二章 客戶服務的工具和技巧
Chapter 2 Customer Service Tools and Techniques
24 提供超出客戶期望值的服務 Above and Beyond the Call of Duty
24 確認客戶需求 Acknowledge Customer's Needs
24 認可客戶訴求，切忌糾纏不休 Acknowledge Without Encouraging
25 積極傾聽 Active Listening
25 承認錯誤 Admit Mistakes
26 允許客戶發泄不滿 Allow Venting
26 適時道歉 Apologize
27 適當的肢體語言 Appropriate Nonverbals
27 適度的微笑 Appropriate Smiles
27 必要的後續行動 Arrange Follow-Up
28 探究性提問 Ask Probing Questions
28 向客戶保證盡力為之 Assurances of Effort
29 保證給予結果 Assurances of Results
29 規避旁觀 Audience Removal
29 饋贈禮品以收買人心 Broken Record
30 迂迴策略 Close Interactions Positively
31 恪守常規禮儀 Common Courtesy
31 履行後續回訪 Complete Follow-Up
32 隨時和安全部門、有關領導和管理部門保持聯繫 Contact Security\/Authorities\/Management
32 適度鬆弛減緩緊張氣氛 Disengage
33 轉移客戶注意力 Distract
33 同感陳述疏導客戶情緒 Empathy Statements
34 加快進度提高辦事效率 Expedite
34 給予專業性建議 Expert Remendations
35 解釋推理過程或者行為 Explain Reasoning or Actions
35 保全面子 Face-Saving Out
36 求同存異 Find Agreement Points
36 善後\/回訪客戶 Finish Off\/Follow Up
36 給客戶單獨相處的空間 Isolate\/Detach Customer
37 平心靜氣坦誠相待 Level
37 應對高度差（肢體語言） Manage Height Differentials\/Nonverbals
37 恰當應對人際空間距離 Manage Interpersonal Distance
39 避免落入圈套 Not Taking the Bait
39 給客戶留出選擇餘地 Offering Choices\/Empowering
39 做到語言表述通俗易懂 Plain Language
40 掌握主動先發制人 Preemptive Strike
41 保護隱私與機密 Privacy and Confidentiality
41 曉以利弊 Pros and Cons
41 提供預案供客戶選擇 Provide Alternatives
42 提供便於攜帶的材料以備客戶查閱 Provide a Customer Takeaway
42 提供解釋 Provide Explanations
43 以提問代陳述 Question Instead of State
43 向上級主管請示 Refer to Supervisor
44 向第三方諮詢求助Refer to Third Party
44 重新聚焦問題 Refocus
45 設定底線 Set Limits
46 有人也這么認為（中立模式） Some People Think That （Neutral Mode）
47 示意客戶停下（非言語行為） Stop Sign-Nonverbal
47 提供選擇以免客戶無為等待 Suggest an Alternative to Waiting
48 總結談話內容 Summarize the Conversation
48 電話里的沉默 Telephone Silence
49 表達感謝 Thank-Yous
49 暫時休息調整 Time out
49 善於稱呼客戶名字 Use Customer's Name
50 掌握時機應對發怒的客戶 Use of Timing with Angry Customers
50 運用語言軟化劑 Verbal Softeners
51 運用強調語氣 Voice Tone—Emphatic
51 確定時間的提問 When Question
52 學會說“你是對的！” You're Right!
第二部分 客服案例應對策略詳解
Part Two Dealing with Specific Customer Situations
83 1. 如何應對遲到或者預感到要遲到的情況
1. When You're Late or Know You'll Be Late
84 2. 如何應對需要匆忙趕時間的客戶
2. When a Customer Is in a Hurry
86 3. 如何應對在一群等待的顧客面前插隊的客戶
3. When a Customer Jumps Ahead in a Line of Waiting Customers
87 4. 如何應對要求優先被服務的客戶
4. When a Customer Asks to Be Served Ahead of Other Waiting Customers
89 5. 如何應對正在進行的客服談話被第三方打斷的情形
5. When a Customer Interrupts a Discussion Between the Employee and Another Customer
90 6. 如何應對因不愉快的經歷對你的公司抱有負面看法的客戶
6. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
92 7. 如何應對向客戶解釋公司政策或程式的情況
7. When You Need to Explain a Company Policy or Procedure
94 8. 如何應對無法取得客戶信任的局面
8. When a Customer Might Be Mistrustful
96 9. 如何應對客戶遇到語音信箱困境的情況
9. When the Customer Has Been Through Voice-mail Hell
98 10. 如何應對遇到語言交流障礙的情況
10. When a Customer Is Experiencing a Language Barrier
100 11. 如何應對客戶面臨被“踢皮球”的情況
11. When the Customer Has Been “Buck-Passed”
102 12. 如何應對被要求按照規定執行一系列行動的客戶
12. When a Customer Needs to Follow a Sequence of Actions
103 13. 如何應對客戶對你能力的質疑與羞辱
13. When the Customer Insults Your Competence
105 14. 如何應對電話中客戶的喋喋不休
14. When a Customer Won't Stop Talking on the Phone
106 15. 如何應對客戶的吵鬧與人身攻擊（1）
15. When the Customer Swears or Yells （1）
109 16. 如何應對客戶的吵鬧與人身攻擊（2）
16. When the Customer Swears or Yells （2）
111 17. 如何應對電話上客戶的喋喋不休或辱罵（1）
17. When a Customer Won't Stop Talking and Is Getting Abusive on the Phone （1）
113 18. 如何應對客戶在電話中的喋喋不休或辱罵（2）
18. When a Customer Won't Stop Talking and Is Getting Abusive on the Phone （2）
115 19. 如何應對一直在排隊等候的客戶
19. When a Customer Has Been Waiting in a Line
117 20. 如何處理自己無法回答的問題
20. When You Don't Have the Answer
119 21. 如何應對無人可以回答客戶問題的情況
21. When Nobody Handy Has the Answer
121 22. 如何應對電話中客戶需要等待的問題
22. When You Need to Place a Caller on Hold
123 23. 如何應對需要轉接電話的客戶
23. When You Need to Route a Customer Phone Call
125 24. 如何應對無權處理的問題
24. When You Lack the Authority to...
127 25. 如何應對客戶要與上司見面的威脅
25. When a Customer Threatens to Go Over Your Head
128 26. 如何應對客戶要求與主管談話
26. When a Customer Demands to Speak with Your Supervisor
130 27. 如何應對客戶要求和主管談話但主管沒空的情況
27. When a Customer Demands to Speak with Your Supervisor, Who Isn't Available
132 28. 如何應對客戶到報社曝光的威脅
28. When a Customer Threatens to Complain to the Press
134 29. 如何應對客戶要求與負責人見面
29. When a Customer Demands to Speak to the “Person in Charge”
136 30. 如何應對客戶犯的令人尷尬的錯誤
30. When a Customer Makes an Embarrassing Mistake
139 31. 如何應對客戶因擔心隱私泄漏而不願透露個人信息的狀況
31. When a Customer Withholds Information Due to Privacy Concerns
141 32. 如何應對來自客戶的與人身傷害或財產損失有關的威脅
32. When a Customer Threatens Bodily Harm or Property Damage
144 33. 如何應對不了解自己需求的客戶
33. When a Customer Is Confused About What He or She Wants or Needs
147 34. 如何應對客戶帶有種族歧視的言論
34. When a Customer Makes a Racist Remark
149 35. 如何應對客戶帶有性別歧視的言論
35. When a Customer Makes a Sexist Remark
151 36. 如何應對客戶拒絕離開的狀況
36. When a Customer Refuses to Leave
153 37. 如何應對客戶對客服人員種族歧視的控訴
37. When a Customer Accuses You of Racism
155 38. 如何應對客戶的挑撥離間（某某人說）
38. When a Customer Plays One Employee off Another （“So-and-So Said”）
157 39. 如何應對客戶可能的行竊
39. When a Customer Might Be Stealing
159 40. 如何應對客戶當眾吵鬧有意引起旁觀
40. When a Customer Is Playing to an Audience of Other Customers
161 41. 如何應對有“被動-攻擊”行為傾向的客戶
41. When a Customer Exhibits Passive-Aggressive Behavior
163 42. 如何應對試圖用非語言方式威脅人的客戶
42. When a Customer Uses Nonverbal Attempts to Intimidate
165 43. 如何應對糾纏不清、反覆打電話的客戶
43. When a Customer Makes Persistent and Frequent Phone Calls
167 44. 如何應對其他客服人員沒有回覆（回撥）電話的狀況
44. When Someone Else Is Not Responding （No Callback）
169 45. 如何應對需要澄清的承諾
45. When You Need to Clarify Commitments
171 46. 如何應對索要不允許公開的信息的客戶
46. When a Customer Wants Information You're Not Allowed to Give
172 47. 如何應對客戶主動提出改進客服工作的情況
47. When a Customer Makes a Suggestion to Improve Service
174 48. 如何應對找不到客戶訂單或者契約的情形
48. When You Can't Find a Customer's Reservation\/Appointment
176 49. 如何跟進處理客戶投訴\/電話回訪
49. When You're Following Up on a Customer Complaint
178 50. 如何準確識別內部客戶
50. Properly Identifying the Internal Customer
180 51. 如何應對不遵循服務諮詢流程的內部客戶
51. When an Internal Customer Isn't Following Procedures to Request Service
182 52. 如何應對某些客戶提出的不適當的商品或服務要求
52. When the Customer Wants Something?That Won't Fill His Need
184 53. 當你需要客戶的反饋信息時
53. When You Want Feedback from the Customer
186 54. 如何應對客戶對繁瑣的手續、文書的抱怨
54. When a Customer Complains About Red Tape and Paperwork
188 55. 如何回復客戶的投訴信件
55. When You Need to Respond to a Customer Complaint Made in Writing
190 56. 當預約信息丟失，你不能兌現承諾時
56. When a Reservation\/Appointment Is Lost and You Can't Meet the Commitment
192 57. 如何面對在接待室長時間等候的客戶
57. When Customers Are Waiting in a Waiting Room
194 58. 如何應對客戶對商家已發現的問題的投訴
58. When a Customer Complains About a Known Problem
196 59. 如何應對客戶提出的不合時宜的問題
59. When a Customer Asks Inappropriate Questions
197 60. 如何應對客戶提出的不可接受的商品退換要求
60. When a Customer Tries an Unacceptable Merchandise Return
第三部分 社交傳媒與客戶服務關係
Part Three Social Media and Customer Service
321 社交傳媒平台與客戶服務關係分析
The Connection Between Social Media and Customer Service
325 61. 掃描-關注-搜尋（主動出擊）
61. Scanning, Watching, Searching （Proactive）
326 62. 類選治療法——爭取主動，優先處理重要客戶投訴
62. Triage: Proactively Prioritizing Complaints\/Comments
328 63. 與客戶取得聯繫
63. Contact!
330 64. 主動出擊，處理客戶投訴
64. Proactive Complaint Handling
XV 譯者序
第一部分 成功的客戶服務
Part One Succeeding at Customer Service
3 第一章 客戶服務基本原理概述
Chapter 1 Basics of Customer Service
4 對我意味著什麼？
What's in It for Me?
5 客戶類型分析
Different Kinds of Customers
7 當務之急——打破客服神話
First Things First—Dispelling an Important Customer Service Myth
8 了解客戶需求
Understanding What Customers Want
10 如何充分利用這本書
How to Get the Most from This Book
11 注意事項
Hints
11 寄語那些希望幫助別人學會客服技巧的人
For Those Wanting to Help Others Learn Customer Service Skills
23 第二章 客戶服務的工具和技巧
Chapter 2 Customer Service Tools and Techniques
24 提供超出客戶期望值的服務 Above and Beyond the Call of Duty
24 確認客戶需求 Acknowledge Customer's Needs
24 認可客戶訴求，切忌糾纏不休 Acknowledge Without Encouraging
25 積極傾聽 Active Listening
25 承認錯誤 Admit Mistakes
26 允許客戶發泄不滿 Allow Venting
26 適時道歉 Apologize
27 適當的肢體語言 Appropriate Nonverbals
27 適度的微笑 Appropriate Smiles
27 必要的後續行動 Arrange Follow-Up
28 探究性提問 Ask Probing Questions
28 向客戶保證盡力為之 Assurances of Effort
29 保證給予結果 Assurances of Results
29 規避旁觀 Audience Removal
29 饋贈禮品以收買人心 Broken Record
30 迂迴策略 Close Interactions Positively
31 恪守常規禮儀 Common Courtesy
31 履行後續回訪 Complete Follow-Up
32 隨時和安全部門、有關領導和管理部門保持聯繫 Contact Security\/Authorities\/Management
32 適度鬆弛減緩緊張氣氛 Disengage
33 轉移客戶注意力 Distract
33 同感陳述疏導客戶情緒 Empathy Statements
34 加快進度提高辦事效率 Expedite
34 給予專業性建議 Expert Remendations
35 解釋推理過程或者行為 Explain Reasoning or Actions
35 保全面子 Face-Saving Out
36 求同存異 Find Agreement Points
36 善後\/回訪客戶 Finish Off\/Follow Up
36 給客戶單獨相處的空間 Isolate\/Detach Customer
37 平心靜氣坦誠相待 Level
37 應對高度差（肢體語言） Manage Height Differentials\/Nonverbals
37 恰當應對人際空間距離 Manage Interpersonal Distance
39 避免落入圈套 Not Taking the Bait
39 給客戶留出選擇餘地 Offering Choices\/Empowering
39 做到語言表述通俗易懂 Plain Language
40 掌握主動先發制人 Preemptive Strike
41 保護隱私與機密 Privacy and Confidentiality
41 曉以利弊 Pros and Cons
41 提供預案供客戶選擇 Provide Alternatives
42 提供便於攜帶的材料以備客戶查閱 Provide a Customer Takeaway
42 提供解釋 Provide Explanations
43 以提問代陳述 Question Instead of State
43 向上級主管請示 Refer to Supervisor
44 向第三方諮詢求助Refer to Third Party
44 重新聚焦問題 Refocus
45 設定底線 Set Limits
46 有人也這么認為（中立模式） Some People Think That （Neutral Mode）
47 示意客戶停下（非言語行為） Stop Sign-Nonverbal
47 提供選擇以免客戶無為等待 Suggest an Alternative to Waiting
48 總結談話內容 Summarize the Conversation
48 電話里的沉默 Telephone Silence
49 表達感謝 Thank-Yous
49 暫時休息調整 Time out
49 善於稱呼客戶名字 Use Customer's Name
50 掌握時機應對發怒的客戶 Use of Timing with Angry Customers
50 運用語言軟化劑 Verbal Softeners
51 運用強調語氣 Voice Tone—Emphatic
51 確定時間的提問 When Question
52 學會說“你是對的！” You're Right!
第二部分 客服案例應對策略詳解
Part Two Dealing with Specific Customer Situations
83 1. 如何應對遲到或者預感到要遲到的情況
1. When You're Late or Know You'll Be Late
84 2. 如何應對需要匆忙趕時間的客戶
2. When a Customer Is in a Hurry
86 3. 如何應對在一群等待的顧客面前插隊的客戶
3. When a Customer Jumps Ahead in a Line of Waiting Customers
87 4. 如何應對要求優先被服務的客戶
4. When a Customer Asks to Be Served Ahead of Other Waiting Customers
89 5. 如何應對正在進行的客服談話被第三方打斷的情形
5. When a Customer Interrupts a Discussion Between the Employee and Another Customer
90 6. 如何應對因不愉快的經歷對你的公司抱有負面看法的客戶
6. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
92 7. 如何應對向客戶解釋公司政策或程式的情況
7. When You Need to Explain a Company Policy or Procedure
94 8. 如何應對無法取得客戶信任的局面
8. When a Customer Might Be Mistrustful
96 9. 如何應對客戶遇到語音信箱困境的情況
9. When the Customer Has Been Through Voice-mail Hell
98 10. 如何應對遇到語言交流障礙的情況
10. When a Customer Is Experiencing a Language Barrier
100 11. 如何應對客戶面臨被“踢皮球”的情況
11. When the Customer Has Been “Buck-Passed”
102 12. 如何應對被要求按照規定執行一系列行動的客戶
12. When a Customer Needs to Follow a Sequence of Actions
103 13. 如何應對客戶對你能力的質疑與羞辱
13. When the Customer Insults Your Competence
105 14. 如何應對電話中客戶的喋喋不休
14. When a Customer Won't Stop Talking on the Phone
106 15. 如何應對客戶的吵鬧與人身攻擊（1）
15. When the Customer Swears or Yells （1）
109 16. 如何應對客戶的吵鬧與人身攻擊（2）
16. When the Customer Swears or Yells （2）
111 17. 如何應對電話上客戶的喋喋不休或辱罵（1）
17. When a Customer Won't Stop Talking and Is Getting Abusive on the Phone （1）
113 18. 如何應對客戶在電話中的喋喋不休或辱罵（2）
18. When a Customer Won't Stop Talking and Is Getting Abusive on the Phone （2）
115 19. 如何應對一直在排隊等候的客戶
19. When a Customer Has Been Waiting in a Line
117 20. 如何處理自己無法回答的問題
20. When You Don't Have the Answer
119 21. 如何應對無人可以回答客戶問題的情況
21. When Nobody Handy Has the Answer
121 22. 如何應對電話中客戶需要等待的問題
22. When You Need to Place a Caller on Hold
123 23. 如何應對需要轉接電話的客戶
23. When You Need to Route a Customer Phone Call
125 24. 如何應對無權處理的問題
24. When You Lack the Authority to...
127 25. 如何應對客戶要與上司見面的威脅
25. When a Customer Threatens to Go Over Your Head
128 26. 如何應對客戶要求與主管談話
26. When a Customer Demands to Speak with Your Supervisor
130 27. 如何應對客戶要求和主管談話但主管沒空的情況
27. When a Customer Demands to Speak with Your Supervisor, Who Isn't Available
132 28. 如何應對客戶到報社曝光的威脅
28. When a Customer Threatens to Complain to the Press
134 29. 如何應對客戶要求與負責人見面
29. When a Customer Demands to Speak to the “Person in Charge”
136 30. 如何應對客戶犯的令人尷尬的錯誤
30. When a Customer Makes an Embarrassing Mistake
139 31. 如何應對客戶因擔心隱私泄漏而不願透露個人信息的狀況
31. When a Customer Withholds Information Due to Privacy Concerns
141 32. 如何應對來自客戶的與人身傷害或財產損失有關的威脅
32. When a Customer Threatens Bodily Harm or Property Damage
144 33. 如何應對不了解自己需求的客戶
33. When a Customer Is Confused About What He or She Wants or Needs
147 34. 如何應對客戶帶有種族歧視的言論
34. When a Customer Makes a Racist Remark
149 35. 如何應對客戶帶有性別歧視的言論
35. When a Customer Makes a Sexist Remark
151 36. 如何應對客戶拒絕離開的狀況
36. When a Customer Refuses to Leave
153 37. 如何應對客戶對客服人員種族歧視的控訴
37. When a Customer Accuses You of Racism
155 38. 如何應對客戶的挑撥離間（某某人說）
38. When a Customer Plays One Employee off Another （“So-and-So Said”）
157 39. 如何應對客戶可能的行竊
39. When a Customer Might Be Stealing
159 40. 如何應對客戶當眾吵鬧有意引起旁觀
40. When a Customer Is Playing to an Audience of Other Customers
161 41. 如何應對有“被動-攻擊”行為傾向的客戶
41. When a Customer Exhibits Passive-Aggressive Behavior
163 42. 如何應對試圖用非語言方式威脅人的客戶
42. When a Customer Uses Nonverbal Attempts to Intimidate
165 43. 如何應對糾纏不清、反覆打電話的客戶
43. When a Customer Makes Persistent and Frequent Phone Calls
167 44. 如何應對其他客服人員沒有回覆（回撥）電話的狀況
44. When Someone Else Is Not Responding （No Callback）
169 45. 如何應對需要澄清的承諾
45. When You Need to Clarify Commitments
171 46. 如何應對索要不允許公開的信息的客戶
46. When a Customer Wants Information You're Not Allowed to Give
172 47. 如何應對客戶主動提出改進客服工作的情況
47. When a Customer Makes a Suggestion to Improve Service
174 48. 如何應對找不到客戶訂單或者契約的情形
48. When You Can't Find a Customer's Reservation\/Appointment
176 49. 如何跟進處理客戶投訴\/電話回訪
49. When You're Following Up on a Customer Complaint
178 50. 如何準確識別內部客戶
50. Properly Identifying the Internal Customer
180 51. 如何應對不遵循服務諮詢流程的內部客戶
51. When an Internal Customer Isn't Following Procedures to Request Service
182 52. 如何應對某些客戶提出的不適當的商品或服務要求
52. When the Customer Wants Something?That Won't Fill His Need
184 53. 當你需要客戶的反饋信息時
53. When You Want Feedback from the Customer
186 54. 如何應對客戶對繁瑣的手續、文書的抱怨
54. When a Customer Complains About Red Tape and Paperwork
188 55. 如何回復客戶的投訴信件
55. When You Need to Respond to a Customer Complaint Made in Writing
190 56. 當預約信息丟失，你不能兌現承諾時
56. When a Reservation\/Appointment Is Lost and You Can't Meet the Commitment
192 57. 如何面對在接待室長時間等候的客戶
57. When Customers Are Waiting in a Waiting Room
194 58. 如何應對客戶對商家已發現的問題的投訴
58. When a Customer Complains About a Known Problem
196 59. 如何應對客戶提出的不合時宜的問題
59. When a Customer Asks Inappropriate Questions
197 60. 如何應對客戶提出的不可接受的商品退換要求
60. When a Customer Tries an Unacceptable Merchandise Return
第三部分 社交傳媒與客戶服務關係
Part Three Social Media and Customer Service
321 社交傳媒平台與客戶服務關係分析
The Connection Between Social Media and Customer Service
325 61. 掃描-關注-搜尋（主動出擊）
61. Scanning, Watching, Searching （Proactive）
326 62. 類選治療法——爭取主動，優先處理重要客戶投訴
62. Triage: Proactively Prioritizing Complaints\/Comments
328 63. 與客戶取得聯繫
63. Contact!
330 64. 主動出擊，處理客戶投訴
64. Proactive Complaint Handling
