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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-difficult-customers/
课程评论：没有评论
**课程名称：** 客户服务培训：应对难缠客户 **课程概述：** 本课程是面向所有经常与客户打交道的专业人士的必备软技能培训。课程将重点教授如何处理难缠客户，并强调这项技能可以将愤怒的客户转化为品牌拥护者。 课程核心是 **ECA 方法**，用于处理与难缠客户的冲突： * **E - Empathy (共情)：** 表达对客户的理解和同情。 * **C - Take Control (掌控)：** 在客户服务冲突解决中，掌握局势的关键。 * **A - Advocacy (倡导)：** 致力于将不满意的客户转化为品牌倡导者。 无论您从事客户关系管理、销售、业务开发、物流、客户支持、客户体验等任何岗位，只要您经常与客户互动，就必须掌握与不满客户冲突解决的技能。
Customer service is a necessary soft skill for anyone that has interactions with customers often. And knowing how to deal with difficult customers should be part of any customer service training, as this is a skill that can turn angry customers into brand ambassadors.This course will show you the ECA Method for conflict management with difficult customers:E = Empathy: Show sympathy and empathy to your customers.C = Take Control: To achieve conflict resolution in customer service, you must take control of the situation.A= Advocacy: Where we focus on turning upset customers into brand advocates.Whether you are in customer relationship management, sales, business development, logistics, customer support, customer experience… this list could go on and on forever; the point is: if you deal with customers often, then you must be ready for conflict resolution with upset customers
