顧客緊密關係

「關鍵是設定切合實際的客戶期望,然後不僅僅是滿足他們,而是超越他們 – 最好是意想不到和有用的方法。」

理查德·布蘭森

如何提高對客戶需求和價值的認識並與之保持一致?

設計思維

利用對話式組織發展原則,設計思維可以成為組織解決問題和創新的有效方法。我們的設計思維方案採用英高4-I模型。由人本研究介入來重新定義問題,從客戶體驗讓跨團隊取得靈感,找出具創意的解決方案,和具協作性的實踐交流。英高在客戶組織變革和解難的學習方案中都使用了設計思維。

利益相關者管理

全面客戶滿意是每個組織所具備的競爭優勢,當中與部門、供應商和其他戰略夥伴所維持的良好利益相關者關係發揮起關鍵的作用。利益相關者管理,溝通和參與對眾多角色是十分重要的,例如:內部業務夥伴、供應商、項目經理、功能部門專才及顧問。本課程協助銷售或非銷售經理們及專才管理利益相關者的期望和加強利益相關者參與溝通。

卓越服務

您知道嗎:「爭取一個新客的成本相當於保留一個舊客成本近三十倍之多。」麥克·莊斯頓,英國特許市務學會。服務的滿意度是由客戶定義的。它是客戶與服務提供者互動後而產生的感受和看法。許多組織都有一個共同的問題,就是如何與客戶互動達到一致和個人化的服務。本課程是關於打造學員能達到全面客戶滿意(Total Customer Satisfaction)和提升客戶忠誠度,從而令組織把卓越的服務轉化為競爭優勢。

影響力與談判

在所有談判中,最理想的結果就是雙方達到雙贏以保持長期合作。在商業情況下,影響與您具有不同的優先次序、價值觀和需求的人更是份外困難。依賴角色權威和使用個人關係來說服別人往往是不足夠的。高效的人都知道如何使用不同戰術來影響他人。事實上,有影響力的談判技巧不僅對銷售人員很重要,對於組織內透過與他人合作執行計劃的員工來說達到雙贏結果同樣是非常重要的。

引導及演示

提出意見和引導會議是當今的領導不可或缺的技能。大家已日益意識到,切實有效的會議需要認真注意其規劃和過程要素。當在一人或多人面前進行解讀、教育、說服、影響或簡單地傳遞訊息而發言時,您就是在進行演示。而引導的重點在於團隊內部如何鼓勵意見和建立共識。引導及演示是每一位領導都需要具備的重要技能;因為它能應用在各種場合,包括內外部會議、跨部門項目小組及焦點小組等。

與我們的顧問洽談

(*) 必須填寫

我們首次諮詢是免費

客戶推薦書

Thank you for this valuable training. Professional development of our front line staff is an on-going process that is ever changing and must be adaptable in a competitive marketplace. Your insights and methodologies are very current and equip us to adapt very quickly. We have implemented your methods and processes, and our staff is experiencing positive feedback from our customers. They are also much better equipped to handle day to day customer interactions as a direct result of the high level of professional development you have imparted to us.

Canon Hongkong Company Limited

It’s one of the outstanding workshops I have joined. Influence & Negotiation workshop is very practical and gives me a lot of inspiration. The trainer from Integral Training & Consulting Ltd is the one I met with high professional and rich training experiences who leads the whole workshop smoothly and perfectly. One of the most impressed me is the Integral team has excellent ability to understand customers’ different needs. They do not offer the “standard & fast” package for everyone but “made to measure” for the customer in order to achieve the best result and influence. I strongly believe they will continuously be the best choice for all customers.

Ermenegildo Zegna (China) Co., Ltd

We appreciated very much the training programs Integral brought to both our managers, supervisors and customer service staff. We find the workshops highly inspirational and interactive – which strengthened very good mindset, team spirit, practical skills on management and customer service of the participants. All staff enjoyed the training very much and we believe we are on the way to next level! Thanks very much for the professional support!

manroland (China) Ltd.