Business Chinese: Customer Service Skills
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Being an expert in customer service is mostly about getting the most basic support skills right.
Communicating properly, expressing empathy and willingness to help, staying motivated is just a handful of important skills that every customer service agent/support rep needs to be good at.
This series of videos will take you through the basics of customer service in Mandarin Chinese. The topics we cover are:
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How to break the language barriers
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How to start a conversation
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How to verify and collect customers’ details
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How to ask customers to wait
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How to reassure the customers
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How to deal with Angry customers
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How to deal with Happy customers
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How to handle different types of scenarios (Asking customers to repeat themselves, retry the process and how to say “No” politely).
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How to respond to customers’ feedback/suggestions/advice
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How to close the conversation professionally
This course is ideal for you if you are just starting your career in customer service; if you just need a refresher on some of the basics, or you are a business owner that wants to do business with the Chinese market.
Due to the language barriers, you may not be able to solve the problem immediately, but after this course, you will develop simple but persuasive skills to help you:
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Calm customers down/ Break the ice
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Record relevant information
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Pave the way for further assistance
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2Lesson 1: Breaking the Language BarriersVideo lesson
Break the Language Barriers.
Ask if your customers can speak English.
Ask if there is anyone who can speak English...
No? Then, it is your time to shine...
Impress your Chinese client with your Mandarin Chinese.
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3Lesson 2: Starting the ConversationVideo lesson
Start off the conversation professionally.
Make sure you address them professionally (Surname + Social Title).
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4Lesson 3: Verification and Collecting Customer DataVideo lesson
Ask for your client's personal information for verification purposes.
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5Lesson 4: How to ask Customers to WaitVideo lesson
How to request your clients to wait while you work on their case (politely/professionally).
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6Lesson 5: How to Reassure CustomersVideo lesson
How to empathize with your customers. Let them know that you and the company care about them.
This will enhance their customer experience and promote customer loyalty.
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7Lesson 6: How to deal with Angry CustomersVideo lesson
How to deal with angry customers professionally and move away from abusive customers.
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8Lesson 7: How to deal with Happy CustomersVideo lesson
How to deal with customer compliments and appreciations professionally.
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9Lecture 8: How to deal with Different Challenging ScenariosVideo lesson

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