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所在平台: Udemy |
课程主页: https://www.udemy.com/course/delivering-bad-news-to-customers/
课程评论：没有评论
## 课程总结：如何巧妙地向客户传达坏消息：销售与客户服务 本课程专注于教授学员如何以一种**明智、专业、透明且得体**的方式向客户说“不”或传达坏消息。目标是让客户感到被尊重，建立信任，并从长远来看巩固和积极发展双方的关系。 **核心学习内容包括：** * ** politely but professionally say no（礼貌而专业地拒绝）**：学习如何用**“是”来包装“不”**。课程将指导您如何认可客户的观点和期望，让他们感到被倾听和尊重。同时，您将学会如何构建拒绝的陈述，提出可行的替代方案，并与客户合作，最终找到能够满足其需求或缓解其顾虑的解决方案。 * **Use customer education to come up with viable middle grounds（运用客户教育来达成可行的折中方案）**：理解到客户可能因为不熟悉您的专业领域而提出不切实际的要求。作为服务提供者，您有责任教育客户了解行业最佳实践标准。通过解释清楚，客户可能会理解并修正其不合理的要求。 * **What if you have to deliver bad news?（如果您必须传达坏消息该怎么办？）**：课程将指导您如何处理不得不告知客户的错误。尽管传达这些信息可能会令人不安，但**透明和诚实**通常是最佳策略。您将学会如何优雅地处理这些情况，将负面影响降到最低。 **这门课程将帮助您：** * 掌握有效的沟通技巧，应对棘手的客户场景。 * 在拒绝或传达坏消息时，依然维护良好的客户关系。 * 提升客户满意度和信任度，促进长期合作。 **立即报名，投资您的未来！**
Lean to say no to customers or deliver bad news to them in a sensible, professional, transparent, and respectable way that impresses, builds trust, and builds positive aspects of your relationship with them for the long term.LEARN THE NICE, BUT PROFESSIONAL WAY TO SAY NOEven though you aim to please your customers, you'll sometimes find yourself in a situation in which you must say no. So instead of blatantly saying no, you must wrap that "no" in many yeses. I'll show you how to acknowledge your customers views and desires to make them feel respected and heard. I'll also show you how to structure the "no" in order to offer viable existing alternatives, and work with them to ultimately end up with a solution that placates their concerns or needs.USE CUSTOMER EDUCATION TO COME UP WITH VIABLE MIDDLE GROUNDSSometimes customers make wild requests because they are not expert in your field. That's why you are the service provider and they are the customer. If you take the time to educate them on the best standard approach, they may appreciate it, and retract their unreasonable demands.WHAT IF YOU HAVE TO DELIVER BAD NEWS?Sometimes you just make errors that you have to inform your customers of. It can feel scary to do so, but being transparent and honest is often the best approach. I'll show you how to handle situations in which you must deliver bad news so you do it gracefully, and with minimal negative impact.Invest in your future! Enroll today!
