Customer Service: Discovering Customer Needs

  • 8 Videos | 40m 7s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
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Customer needs lie at the heart of every service interaction. In order to fully support the customer, we must be able to identify both their stated and unstated needs. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs. In this course, you’ll learn the service advantages of being able to identify your customers' needs. You’ll learn best practices for discerning both stated and unstated needs in a service interaction and how to avoid problems and pitfalls in needs exploration. You'll also learn techniques to help you exceed your customers' needs and you'll explore scenarios that put these practices into action. 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 fully defining customer needs
    recognize key strategies to determining a customer’s stated needs
    recognize techniques for determining customers’ unstated needs
  • identify strategies to help you overcome common pitfalls in addressing customer needs
    recognize techniques to help you exceed customer needs
    recognize best practices to determine customer needs during a service interaction
    reflect on what you've learned

IN THIS COURSE

  • Playable
    1. 
    Customer Service: Discovering Customer Needs
    1m 8s
    UP NEXT
  • Playable
    2. 
    Digging Deeper to Uncover Customer Needs
    4m 44s
  • Locked
    3. 
    Listening for Your Customer's Stated Needs
    4m 28s
  • Locked
    4. 
    Exploring for a Customer's Unstated Needs
    4m 2s
  • Locked
    5. 
    Avoiding Pitfalls that Derail Addressing Needs
    5m 9s
  • Locked
    6. 
    Exceeding Customer Needs with Education and Advocacy
    4m 16s
  • Locked
    7. 
    Putting It All Together to Meet Customer Needs
    6m 11s
  • Locked
    8. 
    Let's Review
    1m 10s

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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