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所在平台: Udemy |
课程主页: https://www.udemy.com/course/reponding-to-customer-complaints/
课程评论：没有评论
课程名称：如何回应客户投诉 课程概述： 本课程教授有效回应客户投诉所需的沟通技巧，旨在帮助学员在处理客户不满时，同时维护良好的客户业务关系。许多企业主低估了有效处理客户首次不满的重要性，因为初次接洽的处理方式往往决定了后续流程的难易程度。 本课程侧重于**首次回应**客户投诉，而非解决问题本身。许多一线员工虽然无权解决投诉，但需要掌握初步接收客户不满细节并让客户感到被倾听的技能。此外，学员还将学习如何应对来自不同背景的各类客户。课程的最终目标是在接收投诉的过程中，努力维持良好的客户关系。 为何有效处理投诉至关重要？ 主要目的是维持良好的客户业务关系，促使客户持续与企业合作。相较于获取新客户，保留现有客户更为关键。
This course teaches the communication skills required to effectively respond to customer complaints and at the same time, preserve a good customer business relationship. Business owners often underestimate the importance of effectively dealing with the first contact a customer makes concerning their dissatisfaction for a product or service. How this initial part of the process is handled can set the stage for how arduous or easy the rest of the process will be.This course is about the first response to a customer's complaint and not about solving the problem.Many employees on the front-line of a business do not have the authority to resolve a complaint but need the skills to initially take the details of the grievance and satisfy the customer that someone has listened to them.They also need the skills to deal with a variety of customers from various backgrounds. The goal is to try and maintain a good customer relationship during the complaint receiving process.So why is it important to effectively deal with complaints?Mainly to maintain a good business relationship with the customer so they will continue to deal with your business. And it is harder to get new customers than it is to retain the current ones.
