در این آموزش تصویری با نحوه کار با مشتریان عصبانی و ناراحت و حفظ روابط خود با آنها آشنا می شوید.

این دوره آموزشی محصول موسسه Lynda است.

سرفصل های دوره:

  • مقدمه
  • ارائه خدمات به مشتریان
  • کمک به مشتری
  • رسم خط
  • آموزش به Angry Customers
  • نحوه ی حفظ روابط
  • جلوگیری از عصبانیت مشتریان
  • ایجاد ارتباط شخصی
  • جایگزینی کلمات trigger
  • استفاده از روش های تقدیر و تشکر
  • و…

عنوان دوره: Lynda Working with Upset Customers
مدت زمان: 55 دقیقه
نویسنده: Jeff Toister


More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.
Topics include:
Listening with empathy
Helping the customer be right
Preserving the relationship
Learning from angry customers
Passing along complaints
Replacing trigger words

7m 44s
Getting the most out of this course
1m 49s 
Tending to emotional needs
4m 58s 
1. Serving Angry Customers
18m 40s
Understanding our natural instincts
4m 21s 
Listening with empathy
4m 25s 
Helping the customer be right
3m 24s 
Using the Acknowledge and Refocus technique
4m 59s 
Drawing the line at abusive behavior
1m 31s 
2. Learning from Angry Customers
13m 36s
Preserving the relationship
3m 10s 
Conducting an after action review
3m 24s 
Finding room for improvement
3m 56s 
Passing along complaints
3m 6s 
3. Preventing Customer Anger
13m 19s
Creating personal connections
2m 29s 
Avoiding unpleasant surprises
2m 51s 
Replacing trigger words
4m 43s 
Using the Pre-emptive Acknowledgement technique
3m 16s 
1m 45s
Next steps
1m 45s 

حجم فایل: 392MB