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所在平台: Udemy |
课程主页: https://www.udemy.com/course/handling-difficult-customers-a/
课程评论：没有评论
**课程名称：** 处理困难客户 **课程概述：** 本课程旨在教授学员如何有效应对难以相处的客户，即使客户不总是“对的”，也必须学会与之打交道的核心技巧。课程强调，提供优质的客户体验是赢得和留住客户的关键，尤其是在出现失误、甚至“重大失误”而可能破坏客户关系的关键时刻。 本在线课程将提供一个全面的框架，帮助学员主动准备，并在各种情境下处理具有挑战性的客户。课程认为，每一次客户的抱怨或挑战都是一个宝贵的机会，是客户给予我们解决问题的机会。课程将引导学员识别不同类型的困难客户，并帮助学员实施客户体验路线图，以促进理解、培养忠诚度，并将那些曾经困难的客户转化为长期的合作伙伴。 **课程核心要点：** * **应对客户挑战：** 学习化解不愉快客户并争取他们信任的技巧。 * **关键时刻的表现：** 掌握在客户关系面临重大危机时的应对策略。 * **主动准备与情境处理：** 建立应对不同类型困难客户的主动准备框架。 * **视抱怨为机会：** 将客户的抱怨和挑战视为改进和建立关系的机会。 * **客户忠诚度建设：** 通过有效处理来促进客户理解和忠诚，将客户转变为长期盟友。
The customer may always be right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked with customers can tell you they can be downright unruly. Still, if you want to stay in business, you've got to deal with them. Finding techniques that help you disarm unhappy customers and win them over is the key to providing a great customer experience.Great customer experiences are key to gaining and retaining customers, but the real test is how you react when something goes wrong, when you screw something up so badly that it could make or break the relationship, that moment when you realize what happened was not a simple mistake, but a monumental screw-up.This online course will provide a comprehensive framework on how to be proactively prepared and deal with difficult customers in a variety of different scenarios for that inevitable screw up. Every complaining or challenging customer must be taken as a golden opportunity in which the customer has given us a chance to sort the issue. This course will step you through the various identification types and allow you to implement customer experience roadmaps in order to encourage understanding, loyalty, and turn those difficult customers into long-term allies.
