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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-escalations-management-and-prevention/
课程评论：没有评论
## 课程总结：客户升级管理（结合AI与ChatGPT） 本课程深入探讨了如何在当今时代有效地管理客户升级，并整合了人工智能（AI）和ChatGPT等前沿技术。课程强调，客户升级是无法避免的，但可以通过结构化的管理流程来减少和预防。升级不仅是挑战，更是暴露组织流程中差距和问题的宝贵机会。 **核心内容：** * **理解客户升级：** 探究客户升级的根本原因，以及为何升级被视为组织的“礼物”，而非“痛苦”。 * **评估与预防：** 提供一个框架来评估组织在处理和预防客户升级方面的成熟度。课程重点介绍如何通过改进流程、有效衡量、赋权员工和保持客户信息畅通来预防升级。 * **管理策略：** 教授在客户升级发生时如何进行有效管理，并融入了冲突解决的最佳实践。 * **新兴技术应用：** * **AI在客户识别中的应用：** 通过Power BI和AI技术，学习如何对客户进行细分，以更好地理解客户群体。 * **AI在异常检测中的应用：** 利用Power BI和AI技术进行异常检测，从而主动预防潜在的升级。 * **Prompt Engineering与ChatGPT：** 教授如何运用Prompt Engineering和ChatGPT来提升客户升级管理的效率和效果。 * **关键议题探讨：** * 分析抱怨客户与不抱怨客户的营收对比。 * 探讨客户满意度与员工满意度之间的关系。 * 指导如何避免升级经理的职业倦怠。 * 介绍如何运用纠正措施和预防措施来防止升级。 * 讨论不良IVR（交互式语音应答）设计是否会导致升级。 * 深入分析AI和异常检测在预防升级中的作用。 * **特定场景应对：** 涵盖高层管理者升级、社交媒体时代的升级管理，以及升级管理对创业公司的重要性。 * **文化影响：** 认识到组织文化在客户升级管理中的重要作用。 本课程旨在帮助学员将客户升级转化为提升服务质量和客户体验的契机，尤其是在AI和ChatGPT赋能的时代，掌握更先进的管理和预防策略。
Recent Updates:April 2025: Video lectures on prompt engineering, chatgpt and their relevance to customer escalation management have been added.August 2024: Every escalation involves a conflict. We have incorporated best practices from conflict resolution strategies to enhance escalation management.July 2024: Video Lecture on using Microsoft PowerBI to identify anomalies (which is based on Artificial Intelligence) has been added.February 2024: Video lecture on using PowerBI to segment customers (based on Artificial Intelligence) has been added When you have customers, you will have escalations. Escalations are a way of life in every organization. Escalations can't be avoided. They can be reduced and prevented if structured customer escalations management process is followed.Many organizations and startups view escalations as pain. However, escalations can be a gift as they highlight gaps and issues in processes. An organization must welcome customers and escalations, and not avoid them.This program covers lots of interesting topics:· Understanding escalations· A framework to assess organization's maturity in handling escalations and preventing escalations· Why customers escalate· Is escalation a gift· How to manage escalations, when they happen· How to prevent escalations - from process approach, measuring it right to empowerment and keeping customers informed· Role of cultures in escalations· Executive escalations· Escalations in the age of social media· Is escalations management important for startupsSome of the areas we cover· Is the revenue from customers who complain higher than customers who don't complain· Is customer satisfaction dependent on employee satisfaction· How to avoid burnout of escalations managers· How to use the concept of corrective action and preventive action in preventing escalations· Will poor IVR design create escalations· How can anomaly detection and artificial intelligence be used to prevent escalations
