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Lynda – Quality Standards in Customer Service

Lynda - Quality Standards in Customer Service

Lynda - Quality Standards in Customer Service

Size: 450 MB | Duration: 1h 4m | Video: AVC (.mp4) 1280x720 30fps | Audio: AAC 48KHz 2ch
Genre: eLearning | Level: Intermediate | Language: English

"Customer service" can mean many different things, but there are unifying principles across all customer-facing operations. Whether yours is a contact center, face-to-face retail, social media group handling service issues, or other type of organization, this course provides the practical know-how, real-life examples, and the direction you need to get the most out of your quality initiatives. Watch and learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement. Brad Cleveland divides the lessons into three chapters, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees.

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  1. Lynda - 客户服务中的质量标准 ”客户服务“意味着许多不同的事情,但是在面对客户的所有运营活动中是有着统一的标准的。无论你是身处呼叫中心、面对面的零售、社交媒体处理服务问题,或是其他类型的组织,本教程提供了使用的技巧、真实的案例,帮助你在质量活动中最大程度地发挥你的能力。学习如何建立客户服务的质量标准、提高忠诚度、收入、客户满意度以及员工关注度。Brad Cleveland将本教程分为三个章节,涵盖了质量和客户服务定义、对于个人的质量标准以及对整个企业的质量标准。通过学习,他会演示如何实施整个流程、检测进度以及有效第指导员工。 主要内容:定义质量;确保标准;检测个人绩效;指导客户服务专家;创建服务组织的质量标准。
    wilde(特殊组-翻译)2小时前