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所在平台: Udemy |
课程主页: https://www.udemy.com/course/dealing-with-angry-or-rude-customers/
课程评论：没有评论
Coursera“如何应对愤怒或粗鲁的顾客”课程总结： 本课程旨在帮助任何从事客户服务工作的人员，有效地管理与愤怒或粗鲁顾客打交道的紧张局面，并为顾客提供最佳支持。 课程内容涵盖： * **愤怒的本质与根源：** 探讨引发顾客愤怒或粗鲁行为的常见原因，包括组织或产品服务的潜在缺陷，以及一些超出个人控制范围的因素。 * **预防与准备：** 分析不良客户服务如何导致顾客愤怒，并提供组织层面的应对准备策略。 * **识别警告信号：** 教授如何识别顾客愤怒的早期迹象。 * **12步应对法：** 提供一套详细的12步方法，指导如何处理愤怒的顾客。 * **沟通技巧：** 教授如何通过提问和简短脚本来开启与愤怒顾客的对话。 * **理解粗鲁行为：** 探讨顾客出现粗鲁行为的可能原因。 * **压力管理：** 提供应对处理愤怒顾客所带来的压力的指导。 * **关键学习点回顾：** 对课程的核心知识和技能进行总结。 本课程致力于为客户服务从业者提供实用的工具和策略，以更专业、更有效地处理棘手的客户互动。
If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can.Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer's anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact.In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points.I hope you find the course helpful.
