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所在平台: Udemy |
课程主页: https://www.udemy.com/course/self-service/
课程评论：没有评论
**课程名称：** 呼叫中心的自助服务 **课程概述：** 本课程旨在帮助您理解并实践有效的呼叫中心自助服务策略。许多企业采用自动电话系统、网站聊天机器人、自助服务终端等方式提供客户服务，这本意是提升效率和用户体验。然而，许多自助服务因设计不当而让客户感到沮丧，例如重复的菜单选项、难以找到人工服务等，这被称为“电话牢笼”。 本课程将指出当前自助服务中普遍存在的问题，并强调尽管大多数客户对其有所抱怨，但如果设计得当，自助服务可以带来丰厚的回报。课程将指导您掌握如何设计简单易用、人性化的自助服务，从而真正提升客户满意度，避免因复杂和令人沮丧的设计而造成的负面影响。 **课程内容要点：** * 识别当前自助服务中的常见弊端。 * 理解为何设计得当的自助服务能带来切实的效益。 * 学习如何设计简单、易于使用的自助服务体验。 * 掌握将客户从“电话牢笼”中解脱出来的方法。 * 提供改善现有自助服务相关的人员、流程、程序和技术所需的资源。 **适合人群：** 任何希望改进其呼叫中心客户服务体验的行业专业人士，尤其是负责客户服务、运营管理、用户体验设计等岗位的员工。
We have all been caught in what I call the phone jail. This is when you call someone for service and then you are prompted to make selections by pushing a number on your keypad. You do it in good faith only to be asked to do it again and again. This is usually followed up by your holding the phone in front of your and screaming at the top of your lungs "give me a human being to talk to". This is self service gone wrong! Let's face it, this is they way businesses have chosen to do business now. It is a common way to serve customers. They call it self service - automated Phone systems, website chatbots, self service kiosks, etc. The truth is most customer absolutely hate it but there is a way to do it right.If you make them simple and easy to use, the rewards are plentiful. If you make them frustrating and complicated, they do more harm than good. We will show you how to do it the right way and keep your customers happy. It will also include resources to get you started or improve your existing people, processes, procedures and technology.
