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所在平台: Udemy |
课程主页: https://www.udemy.com/course/mapping-customer-journeys-dealing-with-customer-complaints/
课程评论：没有评论
**课程名称：** 绘制客户旅程图并应对客户投诉 **课程概述：** 本课程将深入探讨客户体验（CX），这是消费者在购买前、购买中和购买后整个消费过程中所产生的认知、情感、感官和行为反应的总和。课程将区分客户服务与客户体验的区别，强调客户体验是围绕品牌与客户所有互动展开的全面概念，而客户服务仅仅是其中一部分。客户体验对购买决策的影响高达70%，因此提供卓越的客户体验是企业成功的关键。 本课程分为两部分，将详细讲解： * **客户体验的含义：** 明确客户体验的核心概念。 * **卓越客户体验的六大关键要素：** 揭示构成优秀客户体验的关键构成部分。 * **企业常犯的错误：** 指出在提供客户体验时常见的陷阱。 * **要素的应用：** 教授如何在业务中应用这些关键要素，以实现快速、盈利和可持续的增长。 * **应对客户投诉：** 提供处理客户投诉的有效方法。 * **将投诉者转化为拥护者：** 教授如何将不满意的客户转变为品牌的忠实支持者。 **课程结束时，您将能够：** * 理解哪些业务领域会影响客户体验。 * 掌握卓越客户体验的六大关键要素。 * 学会如何将客户投诉转化为对企业有利的局面。 **讲师介绍：Nigel Greenwood** Nigel Greenwood 拥有30年的卓越客户体验创造经验，是一位成功的作家、演说家和讲师。他以将复杂问题简单化著称，直言不讳，深刻理解客户需求，并热衷于创造积极影响。
Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory and behavioural consumer responses during all stages of the consumption process including pre-purchase, consumption and post-purchase stages. What is difference between customer service and customer experience? Customer service is just one part of the entire customer journey, while customer experience encompasses all the interactions between your brand and a customer.The customer experience is 70% of the buying decision, so providing a great customer experience is a critical factor for succeeding in business.This concise two part course explains:What customer experience meansThe 6 key elements of a great customer experienceCommon mistakes businesses makeHow to apply each element in business for fast, profitable, sustainable growthHow to deal with customer complaintsHow to turn customer complainers into customer advocatesBy the end of the course you will:Understand what areas of business impact the customer experienceKnow the 6 key elements of a great customer experienceUnderstand how you can turn a customer complaint into a win for your businessWho is Nigel Greenwood?Nigel has spent 30 years creating great customer experiences, is a successful author, presenter and lecturer, but is mostly someone who likes to keep things simple. He says it as it is, knows what customers want and loves making a difference.
