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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-culture-in-the-company/
课程评论：没有评论
**课程名称：** 公司客户文化 **课程概述：** 本课程旨在教授学员如何将“客户文化”贯穿于整个公司，并融入到每个人的具体工作中。课程将探讨如何通过提供多种联系方式和替代方案来构建卓越的客户体验。学员将学习如何为每个部门设定清晰的客户贡献目标，尤其是在面对公司内部复杂性和动态性给客户满意度带来的挑战时。 课程强调使用客户的语言作为公司内外通用的沟通模式，并明确区分直接客户和最终客户，确保所有人都不偏离以终端客户为目标。学员将学习如何通过围绕主要目标进行组织，以及在内外管理中采用统一的方法。 课程鼓励学员站在客户的角度思考，理解客户对产品和服务的看法。同时，将学习如何通过清晰的沟通，让客户轻松选择和使用产品，建立长期满意的关系。课程还强调共同的责任感对于提升客户参与度和满意度的重要性。 学员将了解如何使内部组织与客户需求保持一致，而不是成为客户需求的障碍。课程将客户体验视为一种竞争优势，鼓励学员尝试新解决方案，并认识到时间和实验的重要性。 课程提倡“预见”，认为它有助于远见，而“反应”则会限制远见。学员将学习如何在面对突发事件时寻求平衡，并为未来做准备。“创造差异”在于清晰地分辨何时是预见、何时是反应。这是一个日常活动，反应可以促成新的预见，从而简化工作并随着时间的推移提高客户满意度。 最后，课程强调易于接触的重要性，确保客户在需要时（尤其是在遇到困难时）能够找到我们。课程还指出，重复出现的、有意义的客户投诉是改进内部流程的重要依据。
Bring customer culture throughout the company and into your specific role.Build the customer experience with contact options and alternatives.Create a corridor that makes its contribution clear for each department.It is not always easy to satisfy the customer: the complexities and internal dynamics can make it difficult.Use the customer's language as a common modality, both inside and outside the company.Be clear about who the real customer of the fruit of our work is, the direct customer, without ever losing sight of the final one.Having an organization by main targets, uniform methods in external and internal management of our company.Imagine the customer's perspective, his thoughts regarding what we offer him.Communication that makes it easy to choose our products and services and understand how to best use them for a satisfying and long-lasting relationship.Shared responsibility determines the degree of participation that positively impacts customer engagement and satisfaction.The internal organization aligned with the customer's needs and not a limit to them.Imagine the customer experience as a competitive advantage, experiment with new solutions, prepare them and make them visible, considering time as a competitive advantage.Preacting helps with foresight, reacting limits it.Seek balance in the face of unexpected events, thinking about the future.Making a difference means being clear about when we react and when we react.It is a daily activity where the reaction contributes to a new preaction that makes our work easier, increasing customer satisfaction over time.Be easily accessible, make sure that the customer finds us especially if he is in difficulty.Repetitive and significant complaints help us to intervene in the correct way on our internal processes, where possible.
