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所在平台: Udemy |
课程主页: https://www.udemy.com/course/professional-training-for-managing-upset-customers/
课程评论：没有评论
Coursera 课程专业培训：管理情绪激动客户 本课程旨在帮助客户服务专业人员掌握处理情绪激动客户的必备技巧。您将学习如何有效管理自身情绪反应，解决客户问题，最终提升客户满意度，同时避免负面情绪的扩散。 课程内容涵盖： * **理解客户情绪**：识别并理解客户愤怒、悲伤、沮丧等情绪表现。 * **技巧与应对**：学习如何避免让客户不满，以及在情况不佳时如何安抚客户，有效解决问题。 * **实践应用**：课程将提供正面与负面案例分析，以及电子邮件、聊天模板和电话脚本，并辅以测验来巩固所学。 **核心培训模块**： A. **情感支持**：在情感上支持您的客户。 B. **操作支持**： * 建立融洽关系 * 掌控通话 * 缓和对话 C. **个人管理**： * 压力管理 * 表达感激 D. **附加资源**： * 邮件模板 * 处理愤怒客户的电话脚本 * 即时聊天模板
In a customer-facing business, we may routinely come across customers who are upset and are likely to express their dissatisfaction to the teams managing them. Handling such customers is a unique and much-desired skill for any professional. The present course helps you with the necessary tips and techniques for working with angry customers. You will learn the methods to hold your own emotional reaction to such events to resolve the issue at hand and make the customer satisfied without creating a spill-over effect on others.The techniques and elements that you will learn in this course will help you understand various customer behaviors, which are the manifestation of emotions such as anger, sadness, and frustration. You can use these techniques when discussing with any type of customer, firstly to avoid upsetting them and in the worst case how to repair situations to calm clients so that the situation can be resolved.We will provide examples along the way, meant to display positive and negative approaches to situations with angry customers. We will also offer you e-mail and chat templates, phone call scripts, and a series of quizzes, for you to be able to examine the knowledge you gained.The course provides hands-on, easy-to-apply training onA. Supporting your Customers EmotionallyB. Supporting your Customers OperationallyBuilding Rapport Controlling the CallsDe-escalating ConversationsC. How to Manage Stress and Show GratitudeHow to Manage StressHow to Show GratitudeD. Additional ResourcesEmail TemplatesPhone Scripts for Angry CustomersLive Chat Templates
