以顾客为中心------------------------------------------------------------------------------------------------------------------2导入----------------------------------------------------------------------------------------------------------------------------2课程目标------------------------------------------------------------------------------------------------------------------3站点地图------------------------------------------------------------------------------------------------------------------320分钟掌握精华-------------------------------------------------------------------------------------------------------5导师简介------------------------------------------------------------------------------------------------------------------5学习----------------------------------------------------------------------------------------------------------------------------5关于顾客和忠诚度的基本概念------------------------------------------------------------------------------------5找准目标顾客-----------------------------------------------------------------------------------------------------------7忠诚度如何影响公司盈利能力------------------------------------------------------------------------------------9培养员工能力----------------------------------------------------------------------------------------------------------14了解顾客----------------------------------------------------------------------------------------------------------------19传递价值----------------------------------------------------------------------------------------------------------------23练习--------------------------------------------------------------------------------------------------------------------------32情景模拟----------------------------------------------------------------------------------------------------------------32知识检测----------------------------------------------------------------------------------------------------------------35问题1-----------------------------------------------------------------------------------------------------------------------35问题2-------------------------------------------------------------------------------------------------------------------36问题3-------------------------------------------------------------------------------------------------------------------36问题4-------------------------------------------------------------------------------------------------------------------37问题5-------------------------------------------------------------------------------------------------------------------38问题6-------------------------------------------------------------------------------------------------------------------39问题7-------------------------------------------------------------------------------------------------------------------40问题8-------------------------------------------------------------------------------------------------------------------40问题9-------------------------------------------------------------------------------------------------------------------41问题10------------------------------------------------------------------------------------------------------------------42应用--------------------------------------------------------------------------------------------------------------------------43应用步骤--------------------...
