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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-centric-communication/
课程评论：没有评论
课程名称：以客户为中心的沟通 课程概述：以客户为中心的沟通看似简单，但实际上并不容易。我们往往没有真正学习如何沟通，因此尽管大多数时候沟通顺利，但偶尔也会出现误解、挫折和冲突。本课程将提供具体的技巧和建议，以提高与客户的沟通效率和效果。你将学习到如何给予建设性的反馈、如何处理批评或情绪、如何传达困难的信息以及如何以自信的方式达成目标。 在这段互动工作坊中，将训练以下技能： - 合适的电话礼仪 - 选择词汇时的镜像：语调、音量、节奏和沉默 - 关注电话另一端的信号 - 识别来电者的需求 - 精确清晰的表达 - 积极倾听和表现同理心 - 使用“三明治”技巧传达负面消息 - 重复和总结信息 - 如何处理不满或愤怒的客户？即使对方不讲理或情绪激动，也要保持冷静和友好 本课程将为你提供处理电话的专业技能，帮助你学习有效的倾听、提问以及应对困难客户的策略，掌握声音的力量，传达坏消息，并为成功进行以客户为中心的对话做好准备。 通过这次培训，你将能够： - 最大化销售和服务机会 - 有效应对各种客户 - 展现自信和专业的形象 - 处理困难电话，并从投诉中创造积极结果
Customer centric communication seems so simple but it is not at all.In fact, we have never really learned to communicate and in most cases things go well, but sometimes things go the wrong way. And then we get misunderstandings, frustration, conflicts.This course will bring you concrete tips and tricks to make your communication with customers more effective and efficient. You will learn techniques on how to give constructive feedback, how to deal with criticism or emotions, how to convey a difficult message and how to reach your goal in an assertive way.Following skills will be trained in this interactive workshopThe importance of proper telephone etiquetteMirroring the choice of words: tone, volume, rhythm, silencesBeing alert for the signals at the other end of the lineIdentifying the needs of the callerBeing precise and clear in wordingActive listening and showing empathyBring negative news using the sandwich techniqueRepeat and summarise the messageHow to handle upset of angry customers?Remain calm and friendly, even if the customer is unreasonable or emotionalThis course will provide you with the skills you need to handle phone calls professionally every time. You will also learn strategies for effective listening, questioning, dealing with difficult customers , the power of your voice, giving bad news and how to prepare better for different types of successful customer centric conversations.This training will help youMaximise sales and service opportunitiesCope effectively with all types of customersProject a confident and professional imageDeal with difficult calls and create positive results from complaints
