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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/introduction-to-customer-service
课程评论：没有评论
课程名称：客户服务入门 课程概述：客户服务入门课程深入探讨了从事客户服务所需的沟通、时间管理和降级技巧。该课程提供了沟通、时间管理和问题解决的框架，帮助您立即提升技能并评估客户服务互动。此外，课程还包括实践活动、社区观察和项目，帮助您真实了解客户服务的关键领域。 课程大纲： 1. **以同理心与客户沟通** - 描述：本周您将学习与客户和同事进行积极沟通的五个特征。您将开始创建亲切的问候和告别语，以便于与客户互动。同时，您将学会识别积极和消极响应之间的差异，以及如何在客户互动中表达同理心。 2. **客户的积极倾听** - 描述：本周您将学习如何与客户进行积极倾听。您将先定义在与客户和同事互动时的积极倾听，识别暗示对方是否在积极倾听的非言语线索。您还将学习如何与客户验证理解并在特定情境中提出澄清问题。 3. **客户服务中的问题解决** - 描述：本周您将学习利用根本原因分析来解决客户关切问题的步骤。您将首先识别客户关切的根本原因，并应用问题解决步骤。您还将了解遵循政策和程序在解决客户问题时的重要性，并使用有效的解决方案应对客户的关切。 4. **有效的时间管理** - 描述：本周您将学习有效的时间管理及在提供优质客户服务时成功的策略。您会确定零售和呼叫中心环境中的时间管理指标，并区分与客户互动时的高优先级和低优先级任务。您还将学习在客户服务环境中有效管理截止日期和任务的策略。
Name:Customer Service Communication with Empathy
Description:This week you learn the five characteristics of positive communication with customers and colleagues. You begin by creating a personable greeting and closing to use with customers. You learn how to distinguish between positive and negative responses to customers' questions, as well as how to express empathy during customer interactions.
Name:Active Listening with Customers
Description:This week you learn about active listening with customers. You begin by defining active listening when interacting with customers and colleagues. You determine how to identify non-verbal cues that indicate if someone is actively listening. You learn how to verify understanding with customers and create clarifying questions in given situations with customers.
Name:Problem-Solving in Customer Service
Description:This week you learn the steps in problem solving using root cause analysis to solve customer concerns. You begin by identifying the root cause of a customer’s concern and apply problem-solving steps to the root cause of a customer’s concern. You learn the importance of following policies and procedures when solving problems with customers and use effective solutions to customers' concerns.
Name:Effective Time Management
Description:This week you learn about effective time management and strategies to be successful in providing quality customer service. You articulate metrics for time management in retail and call center environments and distinguish between high-priority and low-priority tasks when working with customers. You learn strategies to manage deadlines and tasks effectively in a customer service environment.
The Introduction to Customer Service course presents an in-depth look at communication, time management and de-escalation needed for a career in customer service. This course presents frameworks for communication, time management and problem-solving that allow you to improve your skills immediately and to evaluate customer service interactions. In addition, hands-on activities and community observations and projects are a part of this course, allowing you to get a real-world idea of key areas of
