Customer Service: Discovering Customer Needs

  • 8 videos | 31m 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 ( which has extensive expertise in customer experience and management across multiple industries around the world.


  • 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


  • 1m 8s
    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 uncovering customer needs in order to meet and exceed their expectations and provide world-class customer service. FREE ACCESS
  • 4m 44s
    Fully defining customer needs is key to providing excellent quality customer service. In this video, you'll learn to recognize the advantages of fully defining customer needs, finding lasting solutions, and building a relationship of trust and loyalty. FREE ACCESS
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    3.  Listening for Your Customer's Stated Needs
    4m 28s
    By using key strategies discussed in this video to determine a customer’s stated needs, you'll be able to build a partnership with the customer by being prepared to resolve their issues on the first interaction. FREE ACCESS
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    4.  Exploring for a Customer's Unstated Needs
    4m 2s
    Customers cannot always recognize exactly what's causing their problems with your product or service. In this video, you'll learn how to uncover and recognize customers’ unstated needs by discovering underlying issues and the root causes that contribute to the problem. FREE ACCESS
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    5.  Avoiding Pitfalls that Derail Addressing Needs
    5m 9s
    Experienced customer service professionals can fall into traps brought on by making assumptions and jumping to conclusions before getting the full picture of a customer's problems. After completing this video, you'll be able to identify strategies to help you avoid these and other common pitfalls in addressing customer needs. FREE ACCESS
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    6.  Exceeding Customer Needs with Education and Advocacy
    4m 16s
    No matter how long you've been helping customers, it's important to remember that no two are alike and that each problem is unique to the customer confronting it. In this video, you'll explore techniques to help you recognize what approach and actions each service interaction requires to help you exceed the customer's needs. FREE ACCESS
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    7.  Putting It All Together to Meet Customer Needs
    6m 11s
    Customer service pros know that you have to approach each interaction with fresh eyes and ears, digging deep to find out how to best support each individual customer. Here, you will discover best practices for determining customer needs and exceeding customer expectations. FREE ACCESS
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    8.  Let's Review
    1m 10s
    This video summarizes the key concepts covered in the course Customer Service Success: Discovering Customer Needs. FREE ACCESS


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