基于胜任特征的管理培训(ppt65)--新雇员上岗引导程序-流程管理(编辑修改稿)

基于胜任特征的管理培训(ppt65)--新雇员上岗引导程序-流程管理(编辑修改稿)内容摘要：

s who are experts in other products/services • Regularly review industry data/information for general trends • Attend seminars Prospects Clients • Definition: Recognizes clients that are possible candidates for our services。 refers these clients to a skilled professional that is able to service their needs Behavioral Characteristics • Foster open munication with potential clients • Assess specific areas of expertise of coworkers/professionals • Maintain current and appropriate skilled professionals • Build and maintain relationship with skilled professionals • Introduce client and appropriate skilled professional。 followup Client service • Definition: Meets and exceeds the expectations amp。 requirements of internal and external clients。 gets first had client information and uses it for improvement in products and services。 talks and acts with clients in mind Behavioral Characteristics • Anticipate or ask what the client wants and try to provide • Initiate action/response to any client plaint/inquiry • Act and respond in a timely effective manner, even if just a followup • Consider every client interaction important, whether internal or external client Crossselling • Definition Persuades and influences the client to accept other products and services Behavioral Characteristics • Have thorough knowledge and understanding of applicable products and services • Provide consistent exceptional support for existing products and services • Know the client’s business to see the applicability and value of other certain products/services • Ask the client for the sale。 customize the product/service if appropriate Handles difficult clients • Definition Handles and resolves clients’ plaints and problems. consistently probes client to identify a promise or “win win” situation. Initiates followup munications to insure problem or pliant resolved Behavioral Characteristics • Treat client with respect。 show concern • Listen attentively, do not interrupt to accept other calls • Present options/multiple solutions for the client when possible • Follow throu。