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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-support-excellence-the-journey-to-5-stars/
课程评论：没有评论
**课程名称：** 客户服务与支持卓越：高级软技能 **课程概述：** 本课程面向所有与客户打交道的人员，内容涵盖如何提供卓越的客户服务和支持体验。无论您是一线客服代表还是客户服务总监，本课程都将帮助您重塑对客户服务的认知，培养“极致满意”的理念，即在每一次客户互动中都力求带来超出预期的满意度。课程基于一种核心心理模型：无论情况多么糟糕，最终结果都必须是积极的。通过学习，您将掌握在各种场景下与客户有效沟通的技巧，始终朝着积极的结局努力。本课程旨在帮助您培养提供世界一流客户服务体验所需的技能，并鼓励您在与客户互动时 adopt "成长型思维"（growth mindset）。课程内容具有普遍性，适用于所有行业。 **学习要点：** 1. **重塑客户服务思维：** 学习如何从客户视角思考，理解客户服务背后的哲学，并建立健康的客户互动心态。 2. **客户服务的重要性：** 深入理解客户服务在任何行业的核心价值，以及如何成为客户的良好代言人。 3. **自我认知与心态调整：** 通过自我评估，深入了解自己的思维模式和反应，认识客户导向的范式，并学习应对自我设限和哲学理念的应用。 4. **掌握同理心：** 了解三种不同类型的同理心及其对个人心态和行为的影响，并通过真实案例和情景分析进行学习。 5. **管理客户期望：** 学习如何分析问题，准确把握客户情绪，并在互动中找到共同点。 6. **化解负面体验为积极：** 掌握处理不满客户的策略，学习正确的沟通方式，以及如何赢得客户的信任、尊重和赞赏。 7. **压力管理：** 理解客户服务中的压力源，并学会如何以积极的心态来应对。 8. **案例收尾与反馈：** 学习如何有效解决问题，在关闭案例前进行必要的检查，并主动收集客户反馈。 **教学大纲：**（无）
About The Course:This course is useful for anyone working with customers and who is interested in how to deliver an excellent customer service and support experience. It is primarily designed for people working in customer service. Regardless if you are a front-line agent, or a director of customer service, this course will teach you how to think about customer service. I created the course on the premise that you must deliver extreme satisfaction to each customer, on every ticket that you get.The course was created on the mental model that, no matter how bad the situation is, the outcome must always be positive. The course is meant to teach you different ways of approaching customers in various scenarios, to always work towards a positive outcome.This course is designed to teach you how to develop the necessary skills to deliver world-class customer service experiences. It is designed to teach you how to adopt a growth mindset attitude when it comes to dealing with customers. The course is not designed for a specific industry as it applies to any industry.What you will learn:1. You will learn how to think about customers and their experiences.You will learn about the philosophy behind customer service and how to adopt a healthy mental model to use in your interactions.2. You will understand the importance of customer service in any industry.I will elaborate why customer service is important to any business, and I will cover key aspects regarding its value including how to advocate for the customer.3. You will learn how to self-reflect and dig deeper into your mindset and your reactionsYou will do a self-assessment and I will discuss about the customer-focused paradigm. I will also cover self-sabotage and elaborate on a couple philosophical concepts that you can adopt.4. You will learn about the different types of empathyI will talk about the three types of empathy and what they mean, how they affect your mental state and behavior. I will also tell you about a personal story and then continue with a scenario.5. You will gain knowledge regarding how to handle the customer's expectations.I will talk about how to analyze an issue to correctly determine the customer's sentiment, and how to find common ground when dealing with a customer.6. You will also learn how to turn bad situations into positive customer experiences.I will cover how to deal with unsatisfied customers; what to say, and what not to say, and how to earn trust, respect and appreciation from your customers.7. You will learn how to evaluate stress and understand its origin.I will discuss about what constitutes a stressful situation in customer service and how you should look at it.8. Finally, you will learn how to follow through, close the case, and ask for feedback.I will talk about what constitutes a solution and what to do before closing a case, depending on the situation you are in.
