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Grundlagen des Kundenservice – Kom...
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Grundlagen des Kundenservice – Kompaktkurs
Willkommen!
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Begrüßung
1:29
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Wie die Technik funktioniert
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Ziel und Nutzen
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0:59
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Kursübersicht
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Text lesson
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Warum ist guter Kundenservice wichtig?
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Aus Sicht der Firma
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1:58
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Aus Sicht des Kunden
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1:17
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Aus Sicht der Kollegen
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0.35
Erwartungen
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Was erwartet der Kunde?
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5:29
Was erwartet die Firma?
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4:42
Definitionen
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Kunde
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1:50
Kundenservice
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0:49
Kommunikation
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0:50
Verbale Kommunikation
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0:39
Non-verbale Kommunikation
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1:50
Grundlagen der Kommunikation
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Kommunikationsmodell nach Schulz von Thun
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1:22
Goldene Regeln der Kommunikation
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4:20
Kundentypen
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Lerne verschiedene Kundentypen kennen
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4:40
Umgang mit den verschiedenen Kundentypen
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8:09
Kommunikationskanäle
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Kommunikation in verschiedenen Kanälen
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6:48
Umgang mit Kritik
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Wie Du am besten mit Kritik umgehst
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4:58
Abschlußtest
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Noch ein Wort...
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0:51
Evaluierung Kundenservice
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15 questions
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