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Richard, Howtobecom.com'dan bir eğitimci olarak kendini tanıtmaktadır.","Kurs, müşteri hizmetleri alanında üç farklı kitleye yönelik hazırlanmıştır: iş arayan adaylar, zaten çalışan ancak becerilerini geliştirmek isteyen çalışanlar ve çalışanlarını eğitmek isteyen iş sahipleri. Video, on farklı modülden oluşmakta olup, müşteri hizmetlerinin tanımı, önemi, beş temel unsuru, asla söylememesi gereken beş şey, müşterilere söylemesi gereken yedi güçlü şey, şikayetlerle etkili şekilde başa çıkma yöntemleri, müşteri hizmetleri testi, müşteri hizmetleri röportaj soruları ve kurs materyallerinin indirilmesi konularını kapsamaktadır.","Eğitim içeriğinde müşteri şikayetlerini ele almanın yedi temel adımı ve \"LAST\" (Dinle, Özür Dileme, Çöz, Teşekkür Et) yöntemi detaylı şekilde anlatılmaktadır. Ayrıca, müşteri hizmetleri röportajlarında karşılaşılabilecek sorular ve bunlara verilecek etkili cevaplar da paylaşılmaktadır. Video, müşteri hizmetleri alanında iş arayanlar için faydalı bir kaynak niteliğindedir."]},"endTime":2559,"title":"Ücretsiz Müşteri Hizmetleri Eğitim Kursu","beginTime":0}],"fullResult":[{"index":0,"title":"Introduction to Customer Service Training Course","list":{"type":"unordered","items":["Richard McMunn from howtobecom.com presents a free customer service training course.","The course is targeted for candidates applying for customer service jobs, existing employees wanting to improve their skills, and business owners training their employees.","The course covers ten different modules to ensure participants become outstanding at delivering customer service."]},"beginTime":1,"endTime":95,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=1&ask_summarization=1"},{"index":1,"title":"Course Modules","list":{"type":"unordered","items":["Section 1: Definition of Great Customer Service 00:01:49","Section 2: Importance of Excellent Customer Service 00:02:01","Section 3: Five Essential Elements of Great Customer Service 00:02:17","Section 4: Five Things You Must Never Say to Your Customers 00:02:30","Section 5: Seven Powerful Things You Should Say to Customers 00:02:37","Section 6: How to Deal Effectively with Customer Complaints 00:02:46","Section 7: Brilliant Method for Dealing with Customer Complaints 00:03:00","Section 8: Testing Your Customer Service Knowledge 00:03:07","Section 9: Customer Service Interview Questions and Top Scoring Answers 00:03:23","Section 10: How to Download All Course Materials 00:03:37","The course is recommended to be studied from start to finish, but sections can be accessed quickly through the video 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sunabilirsiniz."]},"beginTime":697,"endTime":870,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=697&ask_summarization=1"},{"index":6,"title":"Ürün ve Hizmet Bilgisi","list":{"type":"unordered","items":["İyi müşteri hizmeti için ürün ve hizmet hakkında derinlemesine bilgiye sahip olmak gerekir.","Müşterilerin sorularına cevap veremiyorsanız, \"Bilmiyorum\" demek yerine \"Bu soruyu araştıracağım\" diyerek çözüm aramalısınız.","Ürün ve hizmetin müşterilerin sorunlarını nasıl çözeceğini ve ihtiyaçlarını nasıl karşılayacağını anlamak için iyi ürün bilgisine sahip olmak önemlidir."]},"beginTime":870,"endTime":932,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=870&ask_summarization=1"},{"index":7,"title":"Müşteri Geri Bildirimi","list":{"type":"unordered","items":["İyi müşteri hizmeti için müşterilerin geri bildirimlerini almak gerekir, bu sayede hizmet kalitesini iyileştirebilirsiniz.","Müşterilerin geri bildirimlerini not alıp takım ve yöneticilerle paylaşmalısınız, bu sayede şirket genelinde iyileştirme yapabilirsiniz.","Müşterilere geri bildirim anketi göndermek ve olumlu deneyimler için online inceleme yapmalarını istemek önemlidir, çünkü bu yeni müşteriler için güven oluşturur ve şirketin arama motorlarında sıralamasını artırır."]},"beginTime":932,"endTime":1043,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=932&ask_summarization=1"},{"index":8,"title":"Müşterilere Söylememeniz Gerekenler","list":{"type":"unordered","items":["Müşterilere \"Bu benim sorumluluğum değil\" veya \"Bu benim işim değil\" dememelisiniz.","Müşterilerin şikayetlerine \"Üzgünüm, böyle hissettiğinizi anlıyorum\" demek yerine \"Üzgünüm, böyle hissettiğinizi anlıyorum\" dememelisiniz.","Müşterilerin sorularına \"Bilmiyorum\" demek yerine \"Bu soruyu araştıracağım\" diyerek çözüm aramalısınız.","Müşterilerin şikayetlerine \"Üzgünüm, yanlış anladım\" demek yerine \"Üzgünüm, yanlış anladım\" dememelisiniz.","Müşterilerin tekrar aynı soruyu sorduğunda \"Zaten söyledim\" dememelisiniz."]},"beginTime":1043,"endTime":1118,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=1043&ask_summarization=1"},{"index":9,"title":"Müşterilere Söylemeniz Gerekenler","list":{"type":"unordered","items":["Müşterilere \"Hoş geldiniz\" veya \"Teşekkür ederim, aramayı yaptığınız için\" diyerek iyi bir bağlantı kurabilirsiniz.","Müşterilerin ihtiyaçlarını anlamak için \"Daha fazla bilgi edinmek istiyorum, size sorular sormak istiyorum\" diyebilirsiniz.","Bilmediğiniz sorulara \"Bu soru çok iyi, hemen araştıracağım\" diyerek çözüm aramalısınız.","Müşterilerin şikayetlerine \"Bu konuyu dikkatimize çektiğiniz için teşekkür ederim\" diyerek onların geri bildirimlerini değerli bulduğunuzu göstermelisiniz.","Müşterilerin şikayetlerine \"Bu durumda sizin gibi hissedeceğimi anlıyorum\" diyerek onları anlayabileceğinizi belirtmelisiniz.","Müşterilerin deneyiminin sonunda \"Teşekkür ederim, bir müşteri olarak olduğunuz için\" diyerek onları takdir etmelisiniz.","Müşterilerin ayrılmadan önce \"Bugün başka bir konuda yardım edebilir miyim?\" diye sorarak daha fazla hizmet sunabilirsiniz."]},"beginTime":1118,"endTime":1313,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=1118&ask_summarization=1"},{"index":10,"title":"Müşteri Şikayetlerini Etkili Bir Şekilde Çözme","list":{"type":"unordered","items":["Müşteri şikayetlerini etkili bir şekilde çözmek için önce müşterinin konuşmasını dinlemelisiniz.","Müşterinin durumunu anlayıp özür dilemelisiniz.","Müşterinin şikayetini anlamak için sorular sormalısınız.","Müşterinin şikayetini çözmek için hızlı bir çözüm sunmalısınız."]},"beginTime":1313,"endTime":1393,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=1313&ask_summarization=1"},{"index":11,"title":"Müşteri Şikayetlerini Yönetme Yöntemleri","list":{"type":"unordered","items":["Müşteri şikayetlerini yönetmek için yedi temel adım vardır: müşteri dinlemek, empati göstermek, sorular sorarak problemi belirlemek, çözüm üretmek, müşteri ile takip etmek, deneyimden öğrenmek ve şikayetleri kaydetmek.","Alternatif bir yöntem olan \"LAST\" yöntemi, müşteri şikayetlerini yönetmek için daha kısa ve hatırlanabilir bir yöntemdir: Listen (Dinle), Apologize (Özür Diley), Solve (Çöz), Thank (Teşekkür Et).","Bu yedi adım takip edildiğinde, memnun olmayan bir müşteri memnun ve mutlu bir müşteriye dönüşebilir ve gelecekte de şirketin müşterisi olabilir."]},"beginTime":1397,"endTime":1613,"href":"/video/preview/17079519883167077233?parent-reqid=1765314575335564-12913254485289919016-balancer-l7leveler-kubr-yp-sas-32-BAL&text=Online+Training+Services&t=1397&ask_summarization=1"},{"index":12,"title":"Müşteri Hizmeti Testi","list":{"type":"unordered","items":["Müşteri hizmeti eğitimi sırasında, katılımcıların müşteri hizmeti bilgilerini test etmek için on soru sorulmaktadır.","Sorular arasında müşteri e-postalarının ne kadar hızlı cevaplanması gerektiği, CRM'nin ne anlama geldiği, iyi müşteri hizmetinin anahtar bileşenleri ve etkili iletişim becerileri gibi konular yer almaktadır.","Test sonunda, katılımcıların cevapları değerlendirilecek ve müşteri hizmeti röportajlarında kullanılacak cevaplar 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