Interacting with Customers

所在平台: Coursera

课程主页: https://www.coursera.org/learn/interacting-with-customers

课程评论：没有评论

第一个写评论        关注课程

课程简介

课程名称：与客户互动 概述：本课程介绍了在零售环境中发生的不同客户互动，并通过模拟和场景让学员体验真实的互动。所考察的互动形式包括面对面、电话沟通和社交媒体互动。此外，学员还将把所学知识应用到社区，观察和评估任何提供客户服务的企业中的互动，根据成功互动和需要改进的互动进行评分。 课程大纲： 第一周：欢迎客户 描述：在本周，学员将学习如何在客户进入和离开商店时欢迎他们。通过积极的互动来创建良好的客户体验，并与潜在客户进行有效沟通。 第二周：满足客户需求 描述：在本周，学员将学习如何满足客户的需求。通过对产品知识的掌握建立信任，找到产品细节，识别成功的客户服务标准以及交叉销售和追加销售的策略。 第三周：以同理心进行解 escalatio 描述：在本周，学员将学习如何识别客户互动中的语言和非语言的升级指示。在困难情况下表达同理心，并与团队合作以平息事态。 第四周：社交媒体专业性 描述：在本周，学员将学习如何在社交媒体中保持专业，识别客户互动中的语言和非语言的升级指示，并在困难情境中表达同理心，与团队协作进行解 escalatio。 通过本课程，学员将获得积极的客户互动能力，提升客户服务的专业素养。

课程大纲

Name:Welcoming Customers

Description:In week one of this course, you learn how to welcome customers by greeting them when they come into the store and also when they leave. You learn how to create positive interactions with customers and interact with potential customers.

Name:Meeting Customers' Needs

Description:In week two of this course, you learn how to meet customers’ needs. You learn how to build trust through your knowledge of a product and how to find product details. You identify what successful customer service looks like and strategies for cross-selling and upselling.

Name:De-escalation with Empathy

Description:In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.

Name:Professionalism in Social Media

Description:In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.

课程评论(0条)