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所在平台: Udemy |
课程主页: https://www.udemy.com/course/how-to-deal-with-an-upset-customer/
课程评论：没有评论
课程名称：如何应对不满意的客户——卓越的客户服务 课程概述： 本课程旨在教授您应对不满客户的高级策略和技巧，帮助您将不满意的客户转化为忠实的拥护者。无论您从事何种业务，都可能遇到不高兴的客户。掌握有效的工具、技巧和正确的态度，是将不满意的客户转变为满意客户的关键。 课程内容将重点教授您： * **关注和倾听不满意的客户：** 理解他们的话语以及他们真正想要什么。 * **换位思考：** 站在客户的角度，理解他们的感受。 * **评估您的响应：** 您的回应是否及时、尊重？客户是否感到被倾听和理解？您是否解决了他们的问题？ * **识别潜在模式：** 是否有多个客户提出类似投诉？是否存在某种模式？ * **客户投诉的真实性：** 客户是否总是如实陈述问题所在？ * **客户赔偿的时机与方式：** 何时以及如何对抱怨的客户进行补偿？他们真正想要什么？有时，仅仅是表示理解和道歉就已足够。 * **合同条款的清晰度：** 您的交易条款是否对客户来说是明确的？ * **员工与客户的权衡：** 何时应该支持您的员工而非客户？有时客户确实是错误的。在面对辱骂性客户时，支持同事会让您成为员工的英雄。 * **“解雇”客户的考量：** 是否有时“投诉性消费者”弊大于利？ * **提升组织整体客户服务水平：** 将不满意的客户转化为忠诚的粉丝。 立即报名，学习如何化解客户不满，提升客户忠诚度。
How to deal with an upset customer - Great Customer Service Learn Advanced Customer Service Strategies and Tactics to Turn Your Upset Customers into Raving FansChances are no matter what business you are in, you will have to deal with a customer who is not happy. You will need the tools, techniques, and attitude that will turn a dissatisfied patron into a satisfied one. This course will teach you to pay attention to your dissatisfied customer and to listen to what they are saying and what they truly want. It is vitally important that you put yourself in the position of your unhappy client. Was your response to their complaints timely and respectful? Did they feel heard and understood? Were you able to resolve their issue? Has more than one customer brought a similar complaint to you? Is there a pattern? Do customers always tell the truth about what went wrong?How or when should you compensate a complaining client? What do they really want? Sometimes an acknowledgment of their concern and apology is all that is needed.Were the terms of your deal clear to your customer? When should you take the side of your employee over a customer? Some times the customer is wrong. You will be a hero with your employees if you support a colleague over an abusive customer.Is it ever a good idea to fire a customer? Sometimes complaining consumers are more trouble than they are worth. It's time to upgrade the customer service for your organization. Turn upset customers into loyal fans. Enroll now.
