客 户 服 务 手 则目 录1.总论............................................................................................................................................31.1 提供优质服务的基本要素..............................................................................................41.2 实事求是地检查评价你的服务.....................................................................................92.初级客户服务技巧..................................................................................................................142.1 身体语言的重要性.......................................................................................................152.2 语气的作用..................................................................................................................212.3 电话礼仪......................................................................................................................252.4 如何猎取主动..............................................................................................................352.5 说“不”的技巧...........................................................................................................413.中级客户服务技巧..................................................................................................................463.1 如何赢得难以应付的客户...........................................................................................473.2 缓解压力的方法...........................................................................................................523.3 与客户保持协调一致...................................................................................................603.4 处理同事之间的矛盾...................................................................................................744.高级客户服务技巧..................................................................................................................834.1 如何对客户进行调...