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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/call-center-customer-service
课程评论：没有评论
课程名称：呼叫中心客户服务 课程概述：呼叫中心客户服务课程需要实用的数据输入和信息/资源组织技能。此外，仅通过声音进行沟通还需要广泛的沟通技巧。本课程将为您提供数据输入和客户隐私方面的实用经验，并有机会评估呼叫中心客户服务代表与客户之间的样本互动。您还将有机会回应样本电话。 课程大纲： 1. **呼叫中心客户服务简介** - 课程内容：了解呼叫中心代表的典型工作日，了解呼叫中心中的不同角色以及如何与团队成员和管理层协作。学习客户在呼叫中心的积极体验的重要性。 2. **在呼叫中心创造积极的客户互动** - 课程内容：学习如何通过问候和语调对通话产生积极影响，了解呼叫中心指标以及工作表现的衡量标准。探索应对客户服务电话的策略以及如何在必要时将电话转交给其他代表。 3. **呼叫中心的数据输入** - 课程内容：学习在客户来电时需要收集的数据，了解如何记录适当的数据并跟踪与客户的互动。 4. **降级处理** - 课程内容：学习如何处理棘手的客户互动，如何降低复杂情况的紧张气氛，以及何时需要将电话升级给团队中的其他人员。 5. **成功策略** - 课程内容：学习如何在日常工作中取得成功，设定有效的工作环境和管理时间的策略。发现如何拥有成长的心态并为呼叫中心团队做出贡献。 本课程提供了全面的培训，帮助您掌握在呼叫中心工作的核心技能。
Name:Introduction to Call Center Customer Service
Description:This week you learn about a typical day in the life of a call center representative. You also learn about different roles in a call center and how to collaborate with your team members and management. You finish the week by learning the importance of positive call center experiences for customers.
Name:Creating Positive Customer Interactions in a Call Center
Description:This week you learn how to make a positive impact on a call through your greeting and your tone. Then you learn about call center metrics and how your job performance will be measured. You finish the week by exploring strategies to navigate customer service calls and how to hand off a call to another representative if needed.
Name:Data Entry for Call Center
Description:This week you learn about the data you need to collect from the customer when they call. You learn how to log the appropriate data and keep track of your interactions with customers.
Name:De-escalation
Description:This week you learn how to handle a customer interaction when it gets tricky. You learn how to de-escalate a difficult situation and when you need to escalate the call to someone else on your team.
Name:Strategies for Success
Description:This week is all about learning how to be successful in your role everyday. You will learn how to set up an effective workplace as well has strategies to manage your time throughout the day. You will discover how to have a growth mindset and contribute to your call center team.
The Call Center Customer Service course requires a practical skill set of data entry and organization of information/resources. In addition, communicating with only the voice uses a wide range of communication skills. This course will provide you with practical experience in data entry and customer privacy, and the opportunity to evaluate sample interactions between a call center customer service representative and a customer. You will also have the opportunity to respond to sample calls where y
