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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-services-training/
课程评论：没有评论
**课程名称：** 客户服务培训 (Customer Service Training) **课程概述：** 本课程强调客户对于企业生存和成功的至关重要性。客户是企业收入的来源，并且有能力通过选择其他商家来“解雇”公司里的任何人，从董事长到基层员工。正如沃尔玛的CEO萨姆·沃尔顿所言，企业的一切活动——从概念、技术到员工雇佣——都应以取悦客户为最终目标。 各行业领袖，无论是CEO、银行总裁、办公室经理还是普通员工，都会认同客户在企业运营和成功中的关键地位。课程指出，我们对“服务”的定义直接影响到与客户的每一次互动。将服务仅仅定义为金钱与商品或行动的交换，会忽略客户服务的真正意义。“服务”应超越产品本身或代客户采取的行动，更应带来**满意**。理想的状态是，客户在交易完成后不仅感到满意，而是**快乐**。快乐的客户将是持续的购买者和忠实的回头客。 在“卓越客户服务的50个关键要素”课程中，您将学习到顶级组织系统性、一致性地实践的最佳方法，从而获得真正的成功，并在竞争中脱颖而出。
The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind - pleasing the customer." Sam M. Walton, CEO Wal-Mart Ask any CEO of a company, president of a bank, manager of an office, minister or staff person and they will tell you HOW IMPORTANT the customer is to their operations and success. How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer service. "Service" should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction - not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer. In the 50 Keys to Exceptional Customer Service you will learn the best practices that top organizations we look up to implement and adopt in. systematic and consist way to achieve real success and dwarf their competitors.
