真誠的服務態度從何而來? -...

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真誠的服務態度從何而來? 從負責到當責 從負責到當責: : 從負責到當責 從負責到當責: : 你就是品牌— 用真誠的服務態度打造自我品牌 用真誠的服務態度打造自我品牌 BRANDING YOURSELF 黃仁勇 2015.03.06 客服協會讀書會 客服協會讀書會 1

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  • ?

    ::::BRANDING YOURSELF

    2015.03.06

    1

  • A S KA.S.KA Attit d ()A: Attitude ()

    S: Skill ()( )

    K: Knowledge ()

    ::BRANDING YOURSELF

    2

  • Check inCheck in

  • ? .?

    ?

  • Groundingg

    ? EDEKA - Kassensymphonie_(360p).mp4

    : +

  • Who I want to be?Who I want to be?Who I want to be?Who I want to be?

    WWWho

    Whoo am

    o amm I

    m II?I?

  • A S KA.S.KA Attit d ()A: Attitude ()

    S: Skill ()( )

    K: Knowledge ()

    8

  • ? ?

    http://www.youtube.com/embed/MS9SdWBzy6Q

  • ?

    ?

  • (locus of control) vs & vs vs. & vs.

  • ?

    ? ?? ?

  • ()?()?

    ()

    ()?

  • BRANDING YOURSELF

    20066

  • A S KA.S.KA Attit d ()A: Attitude ()

    S: Skill ()( )

    K: Knowledge ()

    17

  • 18

  • 20

  • (Uniqueness) (Add V l ) (Add-Value)(Relationship)

    21 (Opportunity)

  • 22

  • (Feeling)

    ( g)

    23

  • 24

  • 25

  • 26

    26

  • 9 9.1.

    8.

    ++

    2. 7

    2.

    7.

    3.

    6.

    27

    5.

    4.27

  • 1 (Appearance)1.(Appearance)

    1)2)

    2.(Expression)2.(Expression)1)2) 2)

    3.(Manner)( )

    28

  • 4 (Professionalism)4.(Professionalism)

    5.(Passion)5.(Passion)

    6.(Solution Ability)( y)

    29

  • 7 (Communication)7.(Communication)

    1)2) 2)

    8.(EQ)1) 1)

    2)2)9.(Charming)

    30

  • 10.(Thoughtful)

    1)2)3)100~2.93.0~5.96.0~7.98.0~9.59.6~9.9(100)

    31

    9 6 9 9( 00)

  • 3A3AASAP (As Soon As possible)ASAP (As Soon As possible)

    Anytime

    Anywhere

    32

  • Only MeOnly Me

    3A

    33

  • 25

    1.2.3.:

    25-29

    :

    1.:2.

    25 29

    ,

    1 ? 2

    30-39 1.? 2.

    ? 3.,? 4.,

    1 ? 2

    40

    ,

    1.? 2.? 3., 4.? 5.?

    3

  • (KSF)

    ID

    35

  • ID

    1 ONLY ME1.ONLY ME2.3.

    36

  • ID

    1

    1.2.3.

    37

  • ID

    1

    1.2.

    38

  • ID

    ID

    1 1.2.3.

    39

  • 40

  • 42

  • 1. 2 2.

    1) 2)

    3 NO 13. NO.1

    43

  • 1. SWOT

    1) S:2) W:3) O:4) T4) T:

    2. SWOT3.

    44

  • 1. 1)

    2) (Care)??3) ?

    2.

    45 3. :

  • 1

    1. 1) 2) 3) 3)

    2. 1) 2) C

    46

    2) Care3)

  • 1. 1) 2)

    2. 3. Working Hard & Working Smart!

    47

  • 1 1. 2.

    1) 2) 2)

    3.

    48

  • 50

  • 51

  • 52

  • 5W1H5W1H

    53

  • -

    54 --

  • EQEQEQ EQEQEQ EQ

    EQ

    55

  • 56

  • 1.2.3.

    4./5.6.

    5W1H

    1.WHAT2.WHY3.WHERE

    57

    5W1H1.2.

    3.WHERE4.WHEN5.WHO6.HOW-;57 3. ;

  • EQ

    3W1HWHY?WHERE?WHEN?HOW?

    58

  • 1

    401.

    ()

    2. 20()2. ()

    3.

    15() ()

    4.

    20()

    5

  • C CI-CI

    ---

    60

  • 61

  • WHO

    WHY

    62

  • WHEN?4AWHEN?4AAs soon as possibleAnytimeAnywhereAnywhereAnyone

    WHAT?WHAT?ReliableHappyLoyal

    63

    Loyal

  • 64

  • 65

  • 66

  • ,,,,