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所在平台: Udemy |
课程主页: https://www.udemy.com/course/dealing-with-angry-customers/
课程评论：没有评论
这门课程名为“如何应对愤怒的顾客”，旨在帮助学员掌握处理难缠顾客的实用技巧。课程强调，尽管顾客对企业至关重要，但在实际工作中，处理愤怒的顾客往往是客服中最具挑战性的一部分，它可能剥夺工作的乐趣，并带来持续的挫败感。 愤怒的顾客通常只关心问题能否尽快解决，以及公司能否承认他们的不满，而不会顾及客服人员的感受。因此，本课程的目标有两个：一是让客服互动过程更愉快，建立积极的顾客关系，重拾帮助他人的乐趣；二是防止愤怒的顾客彻底失望并转向竞争对手。 课程重点关注通过电话进行的互动，因为超过80%的顾客偏好电话沟通。然而，课程中传授的大部分技巧也适用于面对面或在线聊天等其他沟通方式。 讲师拥有近十年的客服经验，其中六年专注于培训客服和电话销售代表及主管，为超过50家公司，分布在七个国家，培训了约2000名学员。学员们普遍需要真实、可用的技巧，讲师正是基于此，通过三年对数百个电话录音的分析和与众多客服代表、主管及质检人员的交流，最终形成了当前的课程结构。 课程承认，在理想情况下，提供卓越的服务可以避免顾客不满。然而，现实是各种原因都可能导致问题发生。本课程旨在让学员为这些情况做好准备，学习如何最大限度地减少此类互动对双方的负面影响。 课程理念是将客服视为一系列沟通工具的有效运用。正如木匠使用锤子、钻子或锯子一样，客服代表也运用一系列沟通技巧来影响顾客的行为和通话结果。学员将学习5种沟通技能和16种具体的技术，以应对顾客发怒时的各种情况。
We live in an age when it's become impossible to doubt how important each customer is for a business. This course isn't about understanding how important customers are for your business, because I'm sure you already know that. It's about a more delicate subject, namely how to handle those situations when it becomes really hard to put theory into practice, to believe that the customer is always right and to treat them by the book. Dealing with angry customers is the most unpleasant part of customer service. It takes the all the joy out of the job for most people. It makes them forget all they know about how important customers are for their business and it becomes a cause of ongoing frustration. The trouble is that angry customers don't really care about the customer service representative's feelings. They only want to resolve what got them angry as quickly as possible and their dissatisfaction to be acknowledged by the company. So, we need to talk about how to handle angry customers for two very important reasons: The first is to make interactions with customers more pleasurable and build rewarding, healthy relationships with them, that can eventually help us get our smile for the pleasure of helping others back. The second is to prevent angry customers from becoming completely dissatisfied and eventually leaving us for the competition. We've focused this course on telephone interactions, as over 80% of customers prefer the telephone over other communication channels. However, most of the techniques outlined here also apply for face to face or live chat interactions. I'd also like to tell you a few words about me and about what made me want to share this knowledge. I've worked in customer service for close to ten years, six of which I've spent training telemarketing and customer service representatives and supervisors. I have taught some 2000 people, working for over 50 companies operating in seven different countries how to handle customer interactions. People who attended my training sessions always asked for real, tangible techniques they can actually use in their daily jobs, so I strived to provide just that. The current structure of this course is the result of over three years of careful analysis of hundreds of phone calls and discussions with dozens of customer service representatives, supervisors and quality checkers. Some might argue that the best way to avoid customer dissatisfaction is to involve everyone in the company in the provision of spectacular services that customers have no reason to get angry about. In a perfect world, that could be true. But the fact is that things can go wrong for various reasons, and the purpose of this course is to prepare you for when they do. How can you minimize the negative impact these types of interactions have on both you and your customers? This course offers you some very specific suggestions on how you can achieve that. It's based on the assumption that customer service provision can be viewed as the effective use of a set of tools: just like a carpenter uses the hammer, the drill or the saw for working wood, in the same way a customer service representative uses a set of communication techniques to influence the behavior of customers and the outcome of calls. You will learn 5 communication skills and 16 techniques that you can use to handle specific situations when customers get angry.
