Customer Service: Generating Effective Solutions

  • 7 Videos | 36m 40s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
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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

  • Playable
    1. 
    Customer Service: Generating Effective Solutions
    52s
    UP NEXT
  • Playable
    2. 
    Arming Yourself with Information
    5m 11s
  • Locked
    3. 
    Tackling Customer Problems
    5m 54s
  • Locked
    4. 
    Troubleshooting Issues with the Call Process
    5m 17s
  • Locked
    5. 
    Knowing When to Escalate a Call
    5m 11s
  • Locked
    6. 
    Going Beyond Routine Solutioning
    5m 39s
  • Locked
    7. 
    Let's Review
    1m 7s

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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