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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-difficult-conversation/
课程评论：没有评论
**课程名称：** 客户困难对话 **课程概述：** 本课程聚焦于处理客户关系中不可避免的困难对话。强调在与客户沟通前，明确期望的理想结果至关重要，这有助于保持专注并避免情绪影响对话质量。课程倡导“客户至上”的心态，无论责任归属，都应积极与客户合作，友好解决问题。 在面对不满的客户时，提出具体问题并认真聆听的回应是关键。有效的问题能帮助清晰地了解并解决问题。同时，让客户了解问题解决的流程也能提升客户体验。 客户满意是促成重复购买的核心。客户对于长时间等待服务会感到不耐烦。切忌隐瞒信息，以免引起客户不满。困难对话有时源于沟通不畅和期望不一致。切勿向客户承诺无法兑现的事项。
Difficult conversations are inevitable as long as client and business relationship is concerned. Before you try to work things out with your client, take some time to think about what you want to come from the conversation. what would a favorable outcome look like to you. In fact knowing your goals for any conversation is very important, in judging the outcome. This will help you to focus and avoid emotions, which sometimes affect the quality of our difficult conversations. A customer-first mindset means that regardless of the quality of your work and whether or not you are at fault it is up to you to work with the client and solve the issue amicably. Let us observe as business people that anytime you are dealing with unhappy client, it is important to ask very specific questions and then listen to their response attentively. When you ask client good questions when there is a problem it will give you the clear ideas on how to solve and fix the problem. It is better to let the client know the process that will fix her problem.Let me make it clear that happy customers make repeat purchases because they are satisfied with the company. More customers become impatient when they wait longer than usual before they will get the same service. Please do not hide information from the customers because it will upset them. Some times difficult customer conversations result from miscommunications and misaligned expectations. Never promise a customer what you cannot do.
