常兴《卓越领导力-关键时刻》

【课程收获】

“谁”扼杀了公司的合同课程又叫做“关键时刻”MOT(Moment Of Truth)是全球排名TOP十领导力精品课程。

课程通过完整地案例电影简单实用的培养管理者，服务客户赢得利润的科学方法。课程来自于IBM内部管理者的培训，这也是上个世纪九十年代IBM转型的成果之一，帮助IBM培养了全球“蓝色经理人”成功的走向了“云服务和解决方案提供商”。MOT 专注于如何将管理者自身的价值在与客户（内部员工）的交流过程中传递给客户。

课程为管理者全面思考提升学习把握为客户创造价值的每一个“关键时刻”，赢得客户的信赖；建立一个积极的团队文化，相互支持，提高团队整体绩效；建立面对客户的共同目标，为客户创造更多的价值；学习与客户沟通的思维模式与行为模式，透过态度和技巧影响客户的感知；掌握一套实用的顾问咨询和项目运作的方法论，提高战略项目运作成功率。

【学员对象】：企业董事长、总经理、企业CXO、等高级职业经理人

【课时】：2天

【需求情况】

作为现代服务业和制造业，从管理者到一线员工，甚至是临时聘用的工作人员，都面临着为客户提供服务的关键时刻。而对于企业经营而言，创建使企业员工人人都能充分施展聪明才智的环境和平台，才是企业健康发展的根本。

赢得客户的合同是企业经营的核心目标。但同时企业每一天都会把合同丢掉（竞争对手所得）。在所有解释和借口的背后，如何找到丢掉合同的根本原因是企业管理的根本。透过企业日常不同部门在处理紧急工作时，突发而至的重要工作，该如何处理？如果按照企业流程做好表面的工作，而无视客户的感受时，将会对企业会产生什么影响？

每一次服务客户后留给客户的是正面的价值？还是负面价值？是让客户远离你的企业？还是让客户喜悦给予合同？员工与客户交往的过程中，如何去理解客户潜在的需求？知道需求背后有哪四种期望？如何满足？当所有员工与客户之间，员工与员工之间无法高效沟通时会给企业带来什么后果？当企业高管和销售经理、产品经理服务经理认为取得客户合同是理所当然的时候，客户会如何想？竞争对手会做什么？

铸造企业的高绩效沟通文化，学习高效沟通的方法，改变员工思维方式，理解服务客户不仅仅是做“事”，更重要的是做“人”。不是按部就班按照企业流程做事，而是帮助客户解决实际问题；为客户着想、理解客户期望。积极倾听客户。了解客户的感知，客户提出来的需求背后，洞察客户的内心期望。为客户创造价值，点点滴滴形成为客户服务的意识，铸造企业为客户服务的核心价值观。掌握《关键时刻MＯT™》的思维模式和行为模型。

【课程特色】

《关键时刻》课程作为全球著名TOP10领导力版权课程之一，是IBM蓝色经理人培养项目的核心课程，获得ASTD大奖。也为全球500强企业：微软、英特尔、思科、爱立信和中国移动、华为公司以及各大银行等培养了无数的高级职业经理人。用一个贯穿两家科技企业竞标项目始终的故事录像分场景展开，通过两家科技企业不同人员服务客户的正反行为对比，从思维模式、能力提升、行为技巧三个层面深入细致探讨和客户接触中“关键时刻”创造价值的模式。通过看似相同行为确产生不同效果的事件，结合学员的实际工作，引发员工思考，如何通过服务行为体现企业核心价值观，落实公司战略并为客户创造价值。课程内容严谨，系统完整紧凑，确保应用先进的理念。高质量录像案例，极为生动、逼真，再现IT企业实况。学员参与度高，且具启发性，正反对比，说服力明显。贴近学员实际工作的练习设计，行动导向，启发学员思维模式转变同时促使学员行为模式的转变。

【培训方式】

案例讲授、案例播放、分组研讨、分享感受、角色扮演、学员点评、老师点评

【主要内容】

一、 谁扼杀了这个合同
什么是客户的感知？如何产生？
客户的感知与一线员工的接触
为什么对客户如此重要？
客户服务的本质？
为什么有需要？
发现客户需求的能力
哪些为客户增值？
关键时刻的意义？

二、 案例：无辜的留言者

客户看法和你想法的差异？
给客户造成了什么后果？
为什么看不到客户需要？
如何洞觉客户需要？
关键时刻行为模式

三、 关键时刻的行为模式：第一步：探索

为客户着想与客户利益分析
寻找及确认客户的期望
培养倾听客户的能力

四、 案例：好心的同事（结合企业案例）

同样的方法也适合内部顾客
同一价值链向客户传递价值
为什么按照要求做反而客户不满意？
为什么客户期望可能是错误的？怎么办？
什么是真正为客户着想？
为客户和公司双嬴创造条件

五、 必要的影响技巧（结合企业案例）

挖掘客户需求的提问技术
聆听的关键
面对客户异议如何处理？

六、 案例：繁忙的客户经理（结合企业案例）

分析客户的职位诉求
珍惜客户的信任
挖掘客户潜在的期望
满足期望为客户创造尽可能大的价值

七、 案例：专业的竞争对手（结合企业案例）

管理客户期望的能力
让客户感受到增值
如何把细微的线索转化为商业机会

八、 关键时刻的行为模式：第二步：提议（结合企业案例）

什么是恰当的提议
平衡客户的需求与公司的支持能力
确保你打算处理的是一个双赢的机会

九、 关键时刻的行为模式：第三步：行动（结合企业案例）

5C原则：帮助你实现对客户的承诺

十、 案例：不倾听的业务副总裁（演练）

洞察客户的心理期望
通过探索客户需求满足客户期望
巩固客户关系
如何呈现利益：帮助你实现承诺的准则

十一、关键时刻的行为模式：第四步：确认

十二、案例：于事无补的求助热线

注：本站文章转载自网络，用于交流学习，如有侵权，请告知，我们将立刻删除。
Email：grlwwf@163.com

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SELECT * FROM `hsgl_888_2022`.`hsgl_kcmod_data_0` WHERE `id` = '74' LIMIT 1; [ RunTime:0.000164s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_kcmod_data_0` WHERE `id` = '52' LIMIT 1; [ RunTime:0.000274s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_shizi` WHERE `id`='591' AND `status`=99 ORDER BY updatetime desc LIMIT 1; [ RunTime:0.000241s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_kcmod` WHERE teather like '%常兴%' ORDER BY updatetime desc LIMIT 5; [ RunTime:0.000384s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_szwz` WHERE `glsz`='591' AND `status`=99 AND `catid`=31 ORDER BY updatetime desc LIMIT 30; [ RunTime:0.018882s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_szwz` WHERE `glsz`='591' AND `status`=99 AND `catid`=30 ORDER BY updatetime desc LIMIT 30; [ RunTime:0.003609s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_kcmod` WHERE teather like '%常兴%' ORDER BY updatetime desc LIMIT 10; [ RunTime:0.000387s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_szwz` WHERE `glsz`='591' AND `status`=99 AND `catid`=65 ORDER BY updatetime desc LIMIT 9; [ RunTime:0.000358s ]
SELECT * FROM `hsgl_888_2022`.`hsgl_shizi` WHERE (`keywords` LIKE '%%')and catid<>31 ORDER BY updatetime asc LIMIT 9; [ RunTime:0.002151s ]

常兴老师介绍