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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-fundamentals/
课程评论：没有评论
课程名称：客户服务基础：以人为本 概述：在当今商业环境中，没有一份工作是不以服务为导向的，所有的公司活动都是为了支持客户。本课程旨在介绍客户服务及其在任何企业中的重要性。与那些陈词滥调的“企业语言”不同，本课程深入探讨如何与人交互和沟通，帮助他们。课程内容包括以下主题：1. 客户服务概述 2. 什么是客户服务？ 3. 为什么客户服务比以往任何时候都更重要？ 4. 它如何适用于每个业务 5. 公司的五大服务水平 6. 关键因素 7. 卓越服务的规则 8. 提高服务水平的方法 9. 自我评估/公司评估 10. 建立卓越服务文化 11. 案例研究：星巴克 12. 个人准备 13. 卓越客户服务的步骤 14. 深入探讨管理负面客户服务的技巧 15. 课程回顾/要点总结。 关于本课程和Starweaver：本课程由资深的客户服务与销售高管主讲，他们在销售、客户关系管理、业务发展和营销方面拥有丰富的实践经验。本课程由Starweaver设计、制作和交付，Starweaver是全球知名的培训供应商之一，为许多领先的金融机构和科技公司提供培训课程，包括美国银行、汇丰银行、摩根大通等。 祝您学习愉快！
There is no such thing as a job today that isn't service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business. Rather than deal with trite "corporate speak," this program gets to the core of how to work and engage with people to help them. This course covers the following topics: 1. Customer Service Overview 2. What is Customer Service All About? 3. Why is it More Important Than Ever? 4. How it Applies to Every Business 5. Five Service Levels of Companies 6. Key Factors 7. Rules of Great Service 8. Getting to High Service Levels 9. Evaluate Yourself/Evaluate Your Company 10. Powering a Great Service Culture 11. Case Study: Starbucks 12. Personal Primers 13. Steps to Great Customer Service 14. A Deeper Look at Managing Negative Customer Service Engagements 15. The Review/Take-aways More about this course and StarweaverThis course is led by seasoned customer service and sales executive with many years of hands-on, in-the-trenches sales, customer relationship management, business development and marketing work. It has been designed, produced and delivered by Starweaver. Starweaver is one of the most highly regarded, well-established training providers in the world, providing training courses to many of the leading financial institutions and technology companies, including:Ahli United Bank; Mashreqbank; American Express; ANZ Bank; ATT; Banco Votorantim; Bank of America; Bank of America Global Markets; Bank of America Private Bank; Barclay Bank; BMO Financial Group; BMO Financial Services; BNP Paribas; Boeing; Cigna; Citibank; Cognizant; Commerzbank; Credit Lyonnais/Calyon; Electrosonic; Farm Credit Administration; Fifth Third Bank; GENPACT; GEP Software; GLG Group; Hartford; HCL; HCL; Helaba; HSBC; HSBC Corporate Bank; HSBC India; HSBC Private Bank; Legal & General; National Australia Bank; Nomura Securities; PNC Financial Services Group; Quintiles; RAK Bank; Regions Bank; Royal Bank of Canada; Royal Bank of Scotland; Santander Corporate Bank; Tata Consultancy Services; Union Bank; ValueMomentum; Wells Fargo; Wells Fargo India Solutions; Westpac Corporate Bank; Wipro; and, many others.Happy learning.
