Customer Service: Generating Effective Solutions
Everyone
- 7 videos | 29m 10s
- Includes Assessment
- Earns a Badge
- CPE
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
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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
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52sIn 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
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5m 11sCustomers 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 Problems5m 54sWhile 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 Process5m 17sNo 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 Call5m 11sSome 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 Solutioning5m 39sGenerating 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 Review1m 7sThis 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
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Digital badges are yours to keep, forever.
