Customer Service: Generating Effective Solutions

Everyone
  • 7 videos | 29m 10s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.5 of 2323 users Rating 4.5 of 2323 users (2323)
Customer service is all about finding the right solution for every client. CSRs who can quickly determine the underlying causes and issues associated with a customer's problem are more likely to generate fast and effective solutions. In this course, you'll examine proven techniques to find the root cause of a problem, align a right-fit solution, and deliver a final resolution. You'll recognize how to arm yourself with the information you need before and during an interaction, and learn the solution steps in a process-based approach to customer service. You'll also learn approaches for addressing common obstacles encountered during customer service interactions, indications when a call should be escalated to a higher tier of service, and explore strategies to take customer service solutions to the next level. 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 how to acquire the information you need to generate solutions for customers
    Identify the solution steps in a process-based approach to customer service
    Identify approaches for addressing common obstacles encountered during customer service interactions
  • Recognize indications that a call should be escalated to a higher tier of service
    Identify strategies to take customer service solutions to the next level
    Reflect on what you've learned

IN THIS COURSE

  • 52s
    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 generating effective solutions to customer issues and providing world-class customer service. FREE ACCESS
  • 5m 11s
    Customers want their issues resolved as quickly and thoroughly as possible. To do this, customer service pros need to be fully versed in finding and leveraging knowledge tools and resources. In this video, you'll learn about where and how to acquire the information you need to generate lasting solutions for customers. FREE ACCESS
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    3.  Tackling Customer Problems
    5m 54s
    While establishing trust and rapport with customers is important, the meat of service interactions is finding and presenting solutions. In this video, you'll explore a process-based approach that helps you find and explain solutions that get customer buy-in and provide satisfaction. FREE ACCESS
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    4.  Troubleshooting Issues with the Call Process
    5m 17s
    No matter how well prepared we are, we sometimes come up against problems that seem impossible to solve. A number of common obstacles can derail a service interaction and keep you from finding a successful resolution. In this video, you'll identify approaches for addressing these types of obstacles, to allow you to overcome them and bring customer issues to a successful conclusion. FREE ACCESS
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    5.  Knowing When to Escalate a Call
    5m 11s
    Some service calls involve complex issues, complaints, or serious problems that you aren't trained or authorized to handle. These require specialized knowledge or managerial action to resolve. This video explores when and how to recognize indications that a call should be escalated to a higher tier of service. FREE ACCESS
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    6.  Going Beyond Routine Solutioning
    5m 39s
    Generating effective solutions is about more than meeting metrics and finding answers. Taking service beyond the ordinary can prevent issues from starting in the first place and circumvent situations that could turn into faulty solutions. In this video, you'll identify strategies to take customer service solutions to the next level. FREE ACCESS
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    7.  Let's Review
    1m 7s
    This video summarizes the key concepts covered in the course Customer Service Success: Generating Effective Solutions. 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.

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