Customer Service: Interpreting Customers' Service Priorities

  • 7 Videos | 26m 25s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
CSRs who can identify their customers' priorities are able to make the best decisions on how to serve the customer. A customer's priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer's implicit needs and help you deliver a higher level of service. In this course, you'll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You'll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction. 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
    distinguish customer priorities as either explicit or implicit
    identify statements that describe how speed influences customer perception
    recognize strategies to decrease the amount of effort customers expend in getting issues resolved
  • recognize methods of demonstrating presence for customers in service interactions
    recognize strategies to balance priorities during a customer service interaction
    reflect on what you've learned

IN THIS COURSE

  • Playable
    1. 
    Customer Service: Interpreting Customers’ Service Priorities
    1m 53s
    UP NEXT
  • Playable
    2. 
    Understanding Implicit and Explicit Priorities
    4m 11s
  • Locked
    3. 
    Delivering Speed as a Customer Priority
    5m 11s
    FREE ACCESS
  • Locked
    4. 
    Easing Customer Effort in a Service Interaction
    5m 27s
    FREE ACCESS
  • Locked
    5. 
    Being Present in Customer Service
    2m 58s
    FREE ACCESS
  • Locked
    6. 
    Balancing Priorities during a Customer Interaction
    5m 50s
    FREE ACCESS
  • Locked
    7. 
    Let's Review
    56s
    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 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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