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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/retail-customer-service
课程评论：没有评论
课程名称：零售客户服务 课程概述：零售客户服务课程探讨在零售客户服务环境中每天所需处理的任务，包括退换货等高级技能。学员将通过实际模拟应用销售、退换货和客户信息数据录入的交易指南。同时，学员还将观察零售社区中的技能表现，并与同伴共同评估观察到的各种任务。课程将提供样本交易的完成机会。 课程大纲： 1. **零售客户服务角色**：学习零售客户服务代表的常见角色，了解他们日常工作的典型情况，掌握团队协作技巧，以及何时寻求支持的判断。 2. **满足客户需求的交易**：了解作为零售客户服务员工可能执行的各种交易类型，掌握SKU的概念及商品定价的方法，了解客户身份识别政策和销售过程中可能出现的支付问题。 3. **协助客户进行退货**：学习退货与换货的区别，并掌握如何帮助客户完成这些交易。了解常见的退换货政策及相关文件记录的重要性。 4. **报告、数据录入和沟通**：学习不同类型的客户数据，掌握如何收集和记录这些数据，完成事故报告的方法，以及如何与团队和客户进行专业有效的沟通。 5. **电子商务与客户服务**：了解在零售岗位中电子商务的应用，同时学习常见的电子商务问题及第三方应用的使用情况。 通过本课程的学习，学员能够有效提升在零售客户服务领域的实用技能，为日常工作打下坚实基础。
Name:Retail Customer Service Roles
Description:This week you learn about common retail customer service roles. You learn about a typical day in the life of a retail customer service representative. You also learn how to collaborate with your team and how to tell when you need to get support.
Name:Meeting Customer Needs with Transactions
Description:This week you learn about different types of transactions that you might perform as a retail customer service employee. You learn what a sku is and how to find prices of products. You learn about customer identification policies and potential issues with payments during a sale.
Name:Assisting Customers with Returns
Description:This week you discover the difference between a return and an exchange as well as how to help customers with these transactions. You learn about common return and exchange policies and why documentation is important with this types of transactions.
Name:Reporting, Data Entry, and Communication
Description:This week you learn about different types of customer data. You also learn how to collect and record this data. You learn learn how to complete a incident report and how to communicate professionally and effectively with your team and customers.
Name:E-commerce and Customer Service
Description:This week you learn the uses of e-commerce in a retail position. You also learn about common issues that can occur with e-commerce and the use of third party apps.
The Retail Customer Service course examines the day-to-day tasks that will be tackled in a retail customer service setting, including advanced skills such as returns and exchanges. You will apply guidelines for transactions such as sales, returns, exchanges, and data entry for customer information in real simulations. You will also observe the skills within a retail community location, evaluating the types of tasks observed and shared with a group of peers. You will complete sample transactions
