第1页共149页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第1页共149页当前文档修改密码:8362839当前文档修改密码:8362839更多资料请访问.(.....)更多企业学院:...../Shop/《中小企业管理全能版》183套讲座+89700份资料...../Shop/40.shtml《总经理、高层管理》49套讲座+16388份资料...../Shop/38.shtml《中层管理学院》46套讲座+6020份资料...../Shop/39.shtml《国学智慧、易经》46套讲座...../Shop/41.shtml《人力资源学院》56套讲座+27123份资料...../Shop/44.shtml《各阶段员工培训学院》77套讲座+324份资料...../Shop/49.shtml《员工管理企业学院》67套讲座+8720份资料...../Shop/42.shtml《工厂生产管理学院》52套讲座+13920份资料...../Shop/43.shtml《财务管理学院》53套讲座+17945份资料...../Shop/45.shtml《销售经理学院》56套讲座+14350份资料...../Shop/46.shtml第2页共149页第1页共149页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第2页共149页《销售人员培训学院》72套讲座+4879份资料...../Shop/47.shtmlVIP客户服务经理技能提升培训学员手册第3页共149页第2页共149页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第3页共149页版权所有©2009中国电信学院第4页共149页第3页共149页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第4页共149页目录一、课程定位............................................................................................................1二、课程目标............................................................................................................2三、专业服务力........................................................................................................3四、对学员培训后的要求:....................................................................................5五、课程大纲:........................................................................................................6六、课程内容:........................................................................................................71.客户生命周期管理理论..............................................................................72.中高端客户首次入网关怀........................................................................153.俱乐部活动介绍........................................................................................244.话费理财....................................................................................................325.主动营销....................................................................................................426.生日、节假日关怀....................................................................................627.主动离网挽留............................................................................................668.被动离网挽留............................................................................................769.投诉与异议处理........................................................................................8810.欠费提醒..................................................................................................115第5页共149页第4页共149页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第5页共149页11.到期续约..................................................................................................11812.收集客户信息..........................................................................................12013.上门拜访........................................................................