|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/turbocharge-customer-success-with-expert-calling-techniques/
课程评论：没有评论
课程名称：通过专业拨打技巧提升客户成功 概述：Mini Masterclass系列专为当今繁忙的专业人士设计，旨在快速有效地提升技能并获取可操作的见解。每个单元深入探讨特定主题，提供实用练习和真实案例，使您能够立即将所学应用于实践。通过这门课程，您可以充分发挥客户成功团队的潜力，掌握专业拨打技巧，从而提升每一次客户互动，促进客户忠诚度，取得可测量的商业成果。 目标人群：该课程适合希望提升客户互动质量的客户成功专业人员、客户经理、主管、团队领导、培训师以及呼叫中心代理。 学习内容： 1. **客户成功基础**：了解客户成功在业务增长和客户保留中的关键作用，学习建立有效对话的核心拨打技巧，包括主动倾听、同理心和清晰表达。 2. **有效处理电话技巧**：掌握快速接听电话、专业介绍及运用高级倾听技巧的策略，确保每次互动都能充分理解和满足客户需求。 3. **建立关系的高级拨打技巧**：学习如何在电话中建立信誉和信任，自信地处理异议，实施一流的跟进策略以巩固客户关系。 4. **设置和个性化客户接触点**：识别最有价值的客户接触点，从入职检查到里程碑庆祝，使用实用模板绘制接触点旅程，并利用CRM工具进行调度和自动化，基于客户数据和反馈个性化外展。 5. **衡量和优化客户参与策略**：跟踪参与度、满意度、保留率及NPS等关键指标，根据反馈和分析不断优化拨打频率和接触点策略，确保每位客户都感到被重视和支持。 6. **处理困难电话和危机沟通**：掌握有效的降级技巧、主动倾听和同理心，以管理愤怒、沮丧或犹豫的客户。学习危机沟通的结构化方法，包括承认情绪、提供诚实信息及跟进重建信任。通过真实场景角色扮演和情景练习，增强在高压情况下的自信和韧性。 课程结束时，您将拥有一套全面且可操作的工具包，将每个客户电话和接触点转化为成功的机会，从而提升客户满意度、忠诚度和业务增长。
The Mini Masterclass series is expertly crafted for today's busy professionals who want to sharpen their skills and gain actionable insights-quickly and efficiently. Each volume dives deep into a specific topic, providing practical exercises and real-life examples so you can immediately put your learning into action.Unlock the full potential of your customer success team with this actionable, hands-on mini masterclass!Turbocharge Customer Success with Expert Calling Techniques is designed for customer success professionals, account managers and supervisors, team leaders, trainers, and call center agents who want to elevate every customer interaction, drive loyalty, and achieve measurable business results.Through a blend of foundational knowledge, advanced strategies, and practical tools-including call frequency planning, touchpoint mapping, difficult call and crisis communication, participants will master the art and science of customer conversations. This course goes beyond theory, empowering you with templates, real-world examples, step-by-step guides and exercises to immediately apply what you learn.What You'll LearnThe Foundations of Customer Success:Understand the pivotal role customer success plays in business growth and retention, and learn the essential calling techniques-active listening, empathy, and clarity-that set the stage for impactful conversations.Mastering Effective Call Handling:Discover strategies for prompt call answering, crafting professional introductions, and using advanced listening skills to fully understand and address customer needs during every interaction.Advanced Calling Techniques for Relationship Building:Learn how to build credibility and trust over the phone, confidently handle objections, and implement best-in-class follow-up strategies to strengthen ongoing customer relationships.Setting Up and Personalizing Effective Customer Touchpoints:Identify the most valuable types of customer touchpoints-from onboarding check-ins to milestone celebrations. Learn to map out a touchpoint journey using practical templates, leverage CRM tools for scheduling and automation, and personalize outreach based on customer data and feedback.Measuring and Refining Your Customer Engagement Strategy:Track key metrics such as engagement, satisfaction, retention, and NPS. Use feedback and analytics to continually refine your call cadence and touchpoint strategy, ensuring every customer feels valued and supported.Handling Difficult Calls and Crisis Communication:Master proven de-escalation techniques, active listening, and empathy to manage angry, distressed, or indecisive customers. Learn structured approaches for crisis communication-including acknowledging emotions, providing honest information, and following up to rebuild trust. Practice with real-world role plays and scenario-based exercises to build confidence and resilience in high-stress situations.By the end of this Mini Masterclass, you'll have a comprehensive, actionable toolkit to transform every customer call and touchpoint into an opportunity for success-boosting satisfaction, loyalty, and business growth.
