Customer Service: Adapting to Your Customers' Cues

  • 7 Videos | 40m 54s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
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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

  • Playable
    1. 
    Customer Service: Adapting to Your Customers' Cues
    1m 32s
    UP NEXT
  • Playable
    2. 
    Appreciating the Cues Your Customer Gives You
    5m 23s
  • Locked
    3. 
    Overcoming Difficulties in Assessing Customer Cues
    6m 40s
  • Locked
    4. 
    Picking Up on Your Customers’ Cues
    6m 17s
  • Locked
    5. 
    Adapting Your Service to Your Customers’ Cues
    5m 57s
  • Locked
    6. 
    Putting It All Together
    6m 33s
  • Locked
    7. 
    Let's Review
    1m 4s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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

Digital badges are yours to keep, forever.

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