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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-retail/
课程评论：没有评论
Coursera 平台提供的“客户服务 - 零售”课程，旨在帮助学员掌握面向零售业的客户服务专业知识与技能。课程共分三个层级： **1. 客户服务基础项目 (Customer Service Foundation Program)** 此层级侧重于客户服务的入门知识、基本概念和常用术语。完成此部分是参加客户服务中级考试的前提。 **2. 客户服务中级项目 (Customer Service Intermediate Program)** 该项目包含八个子课程，涵盖了客户服务的中级主题，例如： * 客户服务基础中级 - 沟通策略 * 冲突解决与决策制定 * 自信与果断 * 联络中心 * 客户关系管理 (CRM) * 演示与公众演讲 * 销售与零售 完成这些课程后，学员可参加中级考试，为进入专家层级做准备。 **3. 客户服务专家项目 (Customer Service Expert Program)** 此层级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。 **考试说明：** * 客户服务基础项目不设单独考试。 * 可参加涵盖该领域主题的中级考试，但建议完成相关课程以充分备考。 * 专家层级没有单独的考试。 该课程系列“The Art of Service”致力于帮助学员适应不断变化的客户服务领域，并获得实用性的资格认证。
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
