c.j. is the world-class sales and leadership coach and facilitator who have helped international companies achieve quantum improvements in sales profits in the Asia Pacific region and beyond.
c.j.是一位值得您信赖的销 售和领导力的教练、培训师与顾 问。他曾帮助许多跨国企业取得 了在国内外绩效的显著突破。

c.j. is a Certified Professional Coach (PCC) with the International Coach Federation (ICF) coach, a Masteries Pactitioner with the International Association of Coaches (IAC), and a Certified Shared Leadership Team Coach.  
c.j. co-authored the Sales Map sales proficiency assessment tool with OD-Tools.   He is the author of "Winning the B2B Sale in China"
c.j. 携手OD-Tools 出版了Sales Map 销售能力测评工具.  他是《中国式B2B销售宝典》 的作者。 该书在亚马逊上出售。

In the meantime, many other prominent companies have also engaged c.j. for help, Cisco, Brenntag including , Evonik, Casappa, Grundfos, MKS Atotech, Idex,  Mann+Hummel, BASF,  Google, Saint Gobain, HP, voestalpine, Sophos, China Telecom, Dell EMC, Automation Anywhere, Draeger, Heraeus, GfK, InterContinental Hotels Group, Starwood, and many more.
与此同时，许多知名跨国公司 如：思科、布伦泰格、赢创、凯 斯帕、 格伦弗斯、安美特、艺达思、 巴 斯夫、爱普森、谷歌、惠普、贺 利氏、Palo  Alto Networks、曼胡默尔、戴尔 EMC、奥钢联、空气化工、德 尔格、圣戈班、GfK、洲际酒 店集团、喜达屋 等也颇受益于 c.j.的经验和知识。

A service excellence journey is not an option. It is a necessity.In this ever-evolving industrial realm, the companies that provide great  service will be the ones that succeed. That's why we're here today. We're here to learn how to create a service excellence culture that will transform our businesses.
要想在这个日新月异的工业领域 里立足，就必须提供最好的客户 服务。这不是一种选择，而是一 种必然。我们今天在这里，就是 为了学习如何打造一个卓越的服 务文化，让我们的企业焕然一 新。

We'll explore the strategies and skills required to cultivate high-performing customer service teams, resolve complaints, and foster effective communication with key stakeholders. We'll be shaping the future of industrial solutions, igniting the flame of potential, and making a lasting impact.
我们将探讨培养高效的客户服务 团队、处理投诉、与关键利益相 关者沟通的策略和技巧。我们将 塑造工业解决方案的未来，点燃 潜能的火花，创造持久的影响。

When we leave this workshop, we'll be able to:
当我们离开这个工作坊时，我们 将能够：

• Take charge and align our actions with the customer’s goals and needs.
  既能担当起公司的使命，又能顾 及客户的心意，做到两全其美
• Communicate and manage customers' expectations while working towards practical solutions.
  既能与客户周旋应对，又能想出 切实可行的方案，做到有理有据
• Continuously improve service levels and service effectiveness.
  既能提升服务的品质，又能增加 服务的效果，做到日新月异

This is not going to be easy but it is essential. If we want to succeed in the future, we need to commit to providing service excellence.
这是一桩难事，却也是一桩要事。但若我们若想在将来有所作为，就得致力于服务卓越。

Agenda 议 程:

09:00 High Performing Customer Service Teams and Reps
高效客户服务团队的基本素质

• Check-in: what are some interesting customer situations you have encountered?
  签到: 你曾经碰到过哪些客户的奇闻趣事
• What are some of the factors that contributed to your effectiveness in Customer Service?
  哪些因素有助于提高您的客户服 务效率?
• What Outcomes do Customers Want?
  客户想要达到什么样的成效

10:30     COFFEE BREAK 咖啡小憩

10:45 Handling Customer Complaints
处理客户投诉

• What outcomes do customers want when they complain?
  客户在投诉时想要什么样的结 果？
• Apologize - addressing the customers’ emotional and ego needs道 歉 - 顺应客户的情绪和自尊心
• 4 steps in handling complaints
  处理投诉的4个步骤
• The 3 Secrets of Great Industrial Customer Service
  工业客户服务的三大秘诀
• Role plays: handling complaints
  角色演练：应对投诉

12:30     LUNCH 午饭

13:30     Consultative Communications - Listening and Clarifying 咨询式沟通 - 倾听和厘清

• Exercise: Listening beyond the words
  练习：倾听对方的言外之意
• Asking questions to clarify 提出厘清的提问
• Discussion: How can we improve our listening abilities
  讨论：我们如何 提高我们的倾听能力？

15:00     COFFEE BREAK 咖啡小憩

15:15     Negotiations and Conflict Resolution Styles 
谈判和冲突解决方式

• Negotiations checklist for customer service
  客户服务谈判清单
• Role Play: Negotiating with a tough customer
  角色扮演：与难缠的客户谈判
• Conflict handling styles   冲突处理方式
• Conflict resolution: seeing things in the other person’s perspectives  冲突解决：换位思考

16:30    Summary of Key Learning Points  关键学习要点总结

17:00     End of Workshop  工作坊结束

Resource Downloads 获取 更多关于本公司信息:
http://www.directions-consulting.com/

Or something to feed your soul  或 以下精神粮食:

• 如何优化工业品的客 服效率
• 工业品服务中的谈判 技巧
• 如何制定你的谈判清 单
• 不 要马上解释客户所提出的反对意 见
• 客户其实不是上帝