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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-contact-centers/
课程评论：没有评论
**Coursera 课程总结：客户服务 - 联系中心** 本课程为寻求在不断变化的客户服务领域提升技能的专业人士设计，提供了一个全面的认证路径。该路径分为三个主要部分：客户服务基础、客户服务中级和客户服务专家。 **第一部分：客户服务基础** 此部分侧重于客户服务的基本知识、术语和概念。完成此级别是参加客户服务中级考试的先决条件。 **第二部分：客户服务中级** 此部分包含八门课程，涵盖了客户服务中的关键主题，包括但不限于： * 沟通策略 * 冲突解决与决策制定 * 自信表达 * 联系中心运作 * 客户关系管理 (CRM) * 演示与公开演讲技巧 * 销售与零售 完成中级项目后，学员将有资格参加考试，并进入专家级别。 **第三部分：客户服务专家** 此级别专门面向客户服务主管和经理，旨在巩固他们的知识和经验，并获得正式的技能认可。 **重要提示：** * 本课程没有单独的专家级别考试。 * 中级考试涵盖了本摘要中提到的主题。为更好地为中级考试做准备，建议完成课程列表中提到的全部课程。
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 FoundationIntermediate - Communication Strategies, Conflict Resolution and Making Decision and AssertivenessIntermediate - Contact Centers, CRM and Delivering presentations and Public SpeakingIntermediate - Sales and RetailCustomer Service Expert LevelEach 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
