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所在平台: Udemy |
课程主页: https://www.udemy.com/course/business-chinese-customer-service-skills/
课程评论：没有评论
《商务汉语：客户服务技能》课程总结 本课程旨在教授学员在客户服务场景下所需的商务汉语基础沟通技巧，以克服语言障碍，提升服务质量。课程内容涵盖： * **沟通开场与信息收集：** 如何打破语言障碍，有效开启对话，并准确核实及收集客户信息。 * **服务过程中的沟通：** 如何礼貌地请客户等待，安抚和重申，以及处理不同类型的客户（如愤怒或满意的客户）。 * **应对常见场景：** 学习在需要客户重复、重试或委婉拒绝时，如何得体地表达。 * **反馈与结束：** 如何恰当地回应客户的反馈、建议，以及专业地结束服务对话。 本课程特别适合客户服务新手、希望巩固基础知识的从业者，以及计划拓展中国市场的企业主。通过本课程的学习，学员将掌握基本的、但极具说服力的汉语沟通技巧，能够有效安抚客户、记录必要信息，并为后续的客户服务打下良好基础。
Being an expert in customer service is mostly about getting the most basic support skills right. Communicating properly, expressing empathy and willingness to help, staying motivated is just a handful of important skills that every customer service agent/support rep needs to be good at.This series of videos will take you through the basics of customer service in Mandarin Chinese. The topics we cover are:How to break the language barriersHow to start a conversationHow to verify and collect customers' detailsHow to ask customers to waitHow to reassure the customersHow to deal with Angry customersHow to deal with Happy customersHow to handle different types of scenarios (Asking customers to repeat themselves, retry the process and how to say "No" politely).How to respond to customers' feedback/suggestions/adviceHow to close the conversation professionallyThis course is ideal for you if you are just starting your career in customer service; if you just need a refresher on some of the basics, or you are a business owner that wants to do business with the Chinese market. Due to the language barriers, you may not be able to solve the problem immediately, but after this course, you will develop simple but persuasive skills to help you:Calm customers down/ Break the iceRecord relevant informationPave the way for further assistance
