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I recently shopped online at one of my favorite retailers, and a product that I ordered didn’t meet my expectations. I called customer service to arrange a return and was told that it had been 32 days since I made my purchase. As a result — and even with the original packaging and a receipt, they could only offer me a merchandise credit for the current selling price which was significantly less than I had paid. I questioned the customer service representative and she told me emphatically that there was “nothing we can do.”
But, there was definitely something I could do. Take my business elsewhere — to a retailer that focused on the increased buying power from a loyal customer. A business that had a customer-centric approach to customer service. A business that didn’t believe in the words, “nothing we can do.”
We all know that it’s easier to keep an existing customer than to attract a new one. A satisfied, existing customer becomes a repeat buyer and, quite often, a champion for your product or service. A disgruntled customer has choices — and the choice is usually to take their business elsewhere.
Customer service is a strategic imperative for organizations. It’s an important part of a company’s brand and a key driver of brand loyalty. But today, we see that the nature of customer service is changing as companies increasingly look to overall customer experiences. Digital adoption is a key component with organizations focusing more on automation. Customers actually prefer — and look for — chat interactions for simple self-serve requests.
And that’s why I’m so excited about our new Customer Service curriculum. While our existing customer service curriculum remains our most consumed content in the Business Skills Collection, it was time for an update to address the changing nature of customer service.
We designed these eight courses to give your customer service reps the skills they need to understand their customers on a deeper level and empower them to deliver next-level customer service. These courses will help you understand your customers, create positive engagements, and ensure happier outcomes.
Developed in partnership with NueBridge, a global consulting and advisory firm focused on customer experience, management, operational excellence, and strategic growth, these courses are intended for both new and seasoned CSRs. They use a scenario-based approach with creative text treatments, typography, and graphic design.
Here’s a quick look at the new courses:
Armed with the knowledge gleaned from these courses, customer service representatives are ready to find the right solution for every client. In today’s business climate, there’s no time for a “there’s nothing we can do” mentality. It’s time to empower your customer service team to respond with, “let’s see how I can understand you and your needs a little better, come up with a solution, and keep you as a satisfied, loyal champion for our goods or services.”
Click here to learn more about our new Customer Service Curriculum, part of our Business Skills solution. Or reach out to your Skillsoft Customer Success Manager.