第一章 客服工作的基本要义 1
Chapter 1 Basics of Customer Service 2
客服能带来什么 5
What’s in customer service for Me？ 7
顾客分类 9
Different Kinds of Customers 11
当务之急——消除关于客服的严重谬论 13
First Things First---Dispelling an Important Customer Service Myth 14
了解客户意图 16
Understanding What Customers Want 17
本书的使用及建议 23
How to Get the Most from This Book and Some Hints 24
第二章 客户服务的基本工具和技巧 25
Chapter 2 Customer ServiceTools andTechniques 26
了解客户需求 28
Acknowledge Customer’s Needs 30
允许客户泄愤 33
赔礼道歉 33
适当的肢体语言 33
恰当的微笑 33
Allow Venting 35
Apologize 35
Appropriate Nonverbals 35
Appropriate Smiles 36
安排随访 37
提出探究性问题 37
尽心尽力的保证 37
Arrange Follow-U p 39
Ask Probing Questions 39
Assurances of Effort 40
保证处理结果 41
隔离围观群众 41
额外赔偿 41
反复念叨 41
Assurances of Results 43
Audience Removal 43
Bonus Buy off 43
Broken Record 44
积极互动 45
基本礼节 45
完成随访 45
Close Interactions Positively 46
Common Courtesy 46
Complete Follow-Up 47
联系安保人员／当权者／管理人员 48
挣脱 48
分散注意力 48
Contact Security／Authorities／Management 50
Disengage 50
Distract 51
表达共鸣 52
加快进展 52
专家推荐 52
Empathy Statements 53
Expedite 53
Expert Recommendations 53
解释你的依据或行为 55
保留颜面 55
找到契合点 55
Explain Reasoning or Actions 56
Face-Saving Out 56
Find Agreement Points 57
结束和跟进 58
隔离客户 58
“一碗水端平” 58
管理身高差异／肢体语言 58
Finish Off／Follow Up 60
Isolate／Detach Customer 60
Level 60
Manage Height Differentials／Nonverbals 61
人际距离 62
不要中圈套 62
Manage Interpersonal Distance 63
Not Taking the Bait 64
提供选择／自主权 65
朴实的语言 65
先发制人 65
Offering Choices／Empowering 67
Plain Language 67
Preemptive Strike 68
隐私与机密 69
利弊 69
提供备选方案 69
Privacy and Confidentiality 70
Pros and Cons 70
Provide Alternatives 70
为顾客准备带走的手册 72
提供解释 72
用问题代替陈述 72
Provide a Customer Takeaway 73
Provide Explanations 73
Question Instead of State 73
遵循上级决定 75
遵循第三方 75
Refer to Supervisor 76
Refer to the Third Party 78
重新聚焦 79
设置限制 79
Refocus 80
Set Limits 80
有些人认为（中立模式） 82
非语言停止标志 82
Some PeopleThinkThat （Neutral Mode） 83
Stop Sign-Nonverbal 83
在等待时提供备选方案 85
总结对话 85
电话里沉默 85
Suggest an Alternative to Waiting 87
Summarize the Conversation 87
Telephone Silence 88
谢谢 89
延迟 89
称呼客户的名字 89
Thank-You 90
Timeout 90
Use Customer’s Name 90
利用客户愤怒的时机 92
语言软化剂 92
强调语调 92
Using of Timing with Angry Customers 93
Verbal Softeners 93
Voice Tone-Emphatic 94
“何时”类问题 95
“你说得对！” 95
when Question 96
You’re Right！ 96
第三章 典型客户服务有效短语 98
Chapter 3 Powerful Phrases for Typical Customer Interactions 100
步骤一：建立起良好的第一印象 102
STEP 1： MAKE A GREAT FIRSTIMPRESSION 104
步骤二：问候顾客 106
Step 2： Greet the Customer 108
步骤三：理解顾客的需求 111
Step 3： Understand the Customer’s Request 113
步骤四：协助顾客 120
Step 4： Assist the Customer 122
步骤五：获得顾客的认可 124
Step 5： Gain Agreement 126
步骤六：认可顾客 129
Step 6： Acknowledge the Customer 133
第四章 应对困难情景的有效客服 136
Chapter 4 Powerful Service for Challenging Customer Behavior 138
如何应对焦虑不安的客户 140
What to DoWhen the Customer Is Agitated 142
如何应对怒气冲冲的客户？ 146
What to Do When the Customer Is Angry 148
如何应对斗气的客户？ 161
What to DoWhen the Customer Is Combative 163
如何应对居高临下的客户？ 169
What to Do When the Customer Is Condescending 171
如何应对茫然的客户？ 177
What to DoWhen the Customer Is Confused 179
如何应对谈判高手？ 189
What to DoWhen the Customer Is a Deal Maker 191
如何应对得寸进尺的客户？ 197
What to DoWhen the Customer Is Demanding 199
如何对待出言不逊的客户（人身攻击） 206
What to Do When the Customer Is Demeaning （to You Personally） 208
如何对待不屑一顾的客户？ 216
What to DoWhen the Customer Is Dismissive 218
如何应对不满客户？（对员工或公司不满） 226
What to Do When the Customer Is Dissatisfied （with You or Your Company） 228
如何应对狂躁不安的客户？ 235
What to DoWhen the Customer Is Freaking Out 237
如何应对抱怨不止的客户？ 243
What to DoWhen the Customer Is Grumbling 245
如何处理骚扰型客户？ 255
What to DoWhen the Customer Is Harassing You 257
如何处理冲动型客户？ 263
What to DoWhen the Customer Is Impulsive 265
如何应对优柔寡断的客户？ 271
What to Do When the Customer Is Indecisive 273
如何应对喝醉酒的客户？ 279
What to Do When the Customer Is Intoxicated 281
如何应对过于夸张的客户？ 287
What to DoWhen the Customer Is Melodramatic 289
如何应对精神不稳定的客户？ 295
What to DoWhen the Customer Is Mentally Unstable 297
如何应对口若悬河的客户？ 303
What to Do When the Customer Is Non-communicative 306
如何应对讨厌的客户？ 315
What to Do When the Customer Is Obnoxious 317
如何应对分析控？ 324
What to DoWhen the Customer Is Overly Analytical 326
如何应对过分友好的客户？ 332
What to DoWhen the Customer Is Overly Friendly 334
如何应对悲观处事的客户？ 340
What to DoWhen the Customer Is Pessimistic 342
如何应对蛮横无理的客户？ 349
What to DoWhen the Customer Is Pushy 351
如何应对自以为是的客户？ 360
What to DoWhen the Customer Is Self-Righteous 362
如何应对害羞腼腆的客户？ 364
What to DoWhen the Customer Is Shy 367
如何应对紧张兮兮的客户？ 372
What to DoWhen the Customer Is Stressed 374
如何应对骂骂咧咧的客户？ 380
What to DoWhen the Customer Is Swearing 383
如何应对客户的威胁？ 388
What to Do When the Customer Is Threatening 391
如何应对警惕性客户？ 396
What to DoWhen the Customer Is Wary 398
第五章 基于社交媒体间的跨境电商客服 407
Chapter 5 Powerful Phrases for Social Media Interactions 409
主动地扫描、观察、搜索 418
Scanning， Watching， Searching（Proactive） 420
区分：主动提出投诉／评论 422
Triage： Proactively Prioritizing Complaints／Comments 423
联系！ 428
Contact！ 429
积极主动地处理投诉 431
Proactive Complaint Handling 433
如何应对客户做出的评价 440
What to DoWhen a Customer Makes a Comment 442
如何应对客户的投诉 445
What to Do When a Customer Complains 447
如何对待客户的称赞 454
What to DoWhen a Customer Compliments 456