Customer Service: Adapting to Your Customers' Cues

Everyone
  • 7 videos | 33m 24s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.5 of 7114 users Rating 4.5 of 7114 users (7114)
The ability to support a customer is keenly enhanced by a greater understanding of the customer's mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer's cues. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

WHAT YOU WILL LEARN

  • Discover the key concepts covered in this course
    Recognize the advantages of understanding your customer’s cues
    Identify strategies to ensure you get the most from customer cues
    Recognize the type of cue a customer exhibits in their response during a service interaction
  • Identify adjustments you can make to personalize a conversation based on customer cues
    Identify the best response to customer cues during a service interaction
    Reflect on what you've learned

IN THIS COURSE

  • 1m 32s
    In this video, you will be introduced to the key concepts that will be covered in this course. You'll discover techniques and strategies for recognizing, reading, and responding to customer cues during service and support interactions, helping you provide world-class customer service. FREE ACCESS
  • 5m 23s
    Your customers begin giving you cues on how to talk to them from the minute you say hello. By learning to quickly recognize those cues, you can use them to your advantage and tailor your responses in each call to best suit each person you’re talking to. In this video, you'll learn about the advantages of understanding your customer’s cues. FREE ACCESS
  • Locked
    3.  Overcoming Difficulties in Assessing Customer Cues
    6m 40s
    To pick up on all of your customer's cues, you have to be at the top of your game, and that’s not always easy. There are numerous factors that could keep you from recognizing or using all of these cues to your best advantage. In this video, you will identify strategies to ensure you get the most from customer cues. FREE ACCESS
  • Locked
    4.  Picking Up on Your Customers’ Cues
    6m 17s
    Customer cues aren't organized; they come at you haphazardly, over the course of an interaction. But once you know how to quickly spot them, you can use them to adapt your conversation to best connect with any customer. In this video, you'll learn to recognize the type of cue a customer exhibits in their response during a service interaction. FREE ACCESS
  • Locked
    5.  Adapting Your Service to Your Customers’ Cues
    5m 57s
    While customers will come to you with all different types of moods, conversation styles, and knowledge levels, recognizing these is only the first step. There are specific strategies you can employ to help you communicate more effectively with each customer based on these cues. In this video, you'll explore adjustments you can make to personalize a conversation based on customer cues. FREE ACCESS
  • Locked
    6.  Putting It All Together
    6m 33s
    Interaction with customers requires planning, active listening, and a conscious effort at adjusting your communication and support approach based on customer cues. In this video, you'll learn best practices for use during customer service calls. FREE ACCESS
  • Locked
    7.  Let's Review
    1m 4s
    This video summarizes the key concepts covered in the course Customer Service Success: Adapting to Your Customer’s Cues. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

YOU MIGHT ALSO LIKE

Rating 4.9 of 16 users Rating 4.9 of 16 users (16)
Rating 4.7 of 31 users Rating 4.7 of 31 users (31)
Rating 4.6 of 913 users Rating 4.6 of 913 users (913)

PEOPLE WHO VIEWED THIS ALSO VIEWED THESE

Rating 4.6 of 4940 users Rating 4.6 of 4940 users (4940)
Rating 4.5 of 796 users Rating 4.5 of 796 users (796)
Rating 4.6 of 2057 users Rating 4.6 of 2057 users (2057)