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所在平台: Udemy |
课程主页: https://www.udemy.com/course/how-to-measure-customer-service/
课程评论：没有评论
课程名称：如何更好地理解客户服务 课程概述：在许多商业环境中，我发现公司在基础业务领域存在不足，而客户服务无疑是其中之一。此课程旨在为中高层管理人员和领导者提供深入理解客户服务及其测量方法的机会。“无法测量，就无法管理。”因此，首先要从根本上理解概念和目标。本课程将探讨9个关键领域，您需要为您的业务进行测量、管理和基准测试。这9个领域包括： 1. 客户服务 2. NPS（净推荐值）测量 3. 客户保持率 4. 客户满意指数 5. 客户盈利评分 6. 客户终身价值 7. 客户流失率 8. 客户参与度 9. 客户投诉 培训将为您提供开始的工具，同时还提供工作手册供您使用。客户服务在过去20年中发生了巨大的变化，理解其为何快速从成本中心变为增长引擎至关重要。了解客户对我们的期望是确保长期可持续性的关键。正如Laura Ashley所说：“我们不想强加我们的想法给客户，我们只想做他们想要的。”不要错过这个机会！
I have come across many business environments in which the fundamentals in areas of business were lacking. Customer service is definitely one of those areas that came up often.This course is designed for mid to senior level managers and leadership who want to get a deeper understanding of how to start to measure customer service and its concepts.If you can't measure it, you can't manage it. It is important to fundamentally understand the concepts and objectives first. In the training course we will discuss 9 key areas you should be measuring, managing, and benchmarking for your business. The 9 areas will include: 1.Customer service 2.NPS measures 3.Customer Retention Rate 4.Customer Satisfaction Index 5.Customer Profitability Score 6.Customer Lifetime Value 7.Customer Turnover Rate 8.Customer Engagement 9.Customer complaints The training will provide you with the tools to get started. A workbook is also provided for your use. Customer service has evolved dramatically in the past 20 years, and it is important to understand why it is quickly going from a cost center to a growth engine. Understanding what our customers want from us is crucial to long term sustainability. "We don't want to push our ideas on to customers, we simply want to make what they want." Laura AshleyDon't miss the boat!
