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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-conflict-resolution/
课程评论：没有评论
**课程总结：客户服务—冲突解决（Coursera）** 本课程是Coursera客户服务认证 Pathways 的一部分，专为希望提升客户服务技能的专业人士设计。该认证 Pathways 分为三个主要级别：基础、中级和专家。 **课程名称：** 客户服务 - 冲突解决 (Customer Service - Conflict Resolution) **课程概述：** 本课程聚焦于客户服务领域的关键技能——冲突解决。在当今不断变化的客户服务环境中，了解并掌握各种有效的服务交付方式至关重要。课程旨在帮助学员提升在客户服务方面的专业知识和实践能力，以满足日益增长的客户期望。 **认证 Pathways 结构：** 1. **客户服务基础项目 (Customer Service Foundation Program)：** * 涵盖客户服务的基本概念、通用知识和常用术语。 * 是参加客户服务中级考试的先决条件。 2. **客户服务中级项目 (Customer Service Intermediate Program)：** * 由8门课程组成，涵盖广泛的中级客户服务主题。 * **冲突解决** 是中级项目的重要组成部分，但并非唯一主题。 * 其他可能的中级主题（不分先后）包括：沟通策略、决策与自信、联络中心、客户关系管理 (CRM)、演示与公开演讲、销售与零售等。 * 完成中级项目后，学员可参加中级考试，为晋升至专家级别做准备。 3. **客户服务专家项目 (Customer Service Expert Program)：** * 专为客户服务主管和经理设计，旨在巩固其知识和经验，并获得正式的技能认可。 * **请注意：** 专家级别没有单独的考试。本课程（冲突解决），本身不提供单独的考试。但中级考试涵盖了该主题，建议完成列出的相关课程以更好地为考试做准备。 **目标受众：** * 需要提升客户服务技能的专业人士。 * 希望获得客户服务正式认证的学员。 * 客户服务主管和经理。 **核心重点：** 本课程（客户服务 - 冲突解决）是客户服务中级项目的一部分，教授学员如何有效地处理和解决客户服务场景中的冲突，以提升客户满意度和维护良好的客户关系。
Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics. There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services. The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program. First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam. Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order): Customer Service Foundation Intermediate - Communication Strategies, Conflict Resolution and Making Decision and AssertivenessIntermediate - Contact Centers, CRM and Delivering presentations and Public Speaking Intermediate - Sales and RetailCustomer Service Expert Level Each Customer service Intermediate programs available, you will be eligible to sit the Exam and progress to the Expert program.The exam consists of multiple choice questions, related to the subjects you have chosen. The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. Please note: No individual exam is available for this course. The Intermediate exam is available which covers this topic however we recommend completing courses from the above list to better prepare for the exam. The Art of Service
