Customer Service: Interpreting Customers' Service Priorities

Everyone
  • 7 videos | 26m 25s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.3 of 4451 users Rating 4.3 of 4451 users (4451)
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

  • 1m 53s
    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 distinguishing and interpreting customers' priorities and how to positively influence customer perceptions of speed, effort, and presence during service interactions. FREE ACCESS
  • 4m 11s
    Sometimes, delivering great customer service has as much to do with decoding a customer’s priorities as it does with finding the actual solution to their problem. In this video, you'll learn how to correctly identify and quickly address implicit and explicit customer priorities and why this makes interactions easier. FREE ACCESS
  • Locked
    3.  Delivering Speed as a Customer Priority
    5m 11s
    Often during a service interaction, a customer may feel that everything is taking too long, even when the agent is able to answer questions in just a few seconds. In this video, you'll learn how to identify how the customer's perception of speed changes based on what you’re doing. FREE ACCESS
  • Locked
    4.  Easing Customer Effort in a Service Interaction
    5m 27s
    The easier it is for a customer to get a question answered or an issue resolved, the better they perceive the service to be. In this video, you'll learn strategies for decreasing the amount of effort customers expend in getting issues resolved. FREE ACCESS
  • Locked
    5.  Being Present in Customer Service
    2m 58s
    While it can be difficult to stay focused at all times, creating an atmosphere of presence helps give each customer the focus and attention that they expect and deserve. In this video, you'll explore methods for demonstrating presence to customers in service interactions. FREE ACCESS
  • Locked
    6.  Balancing Priorities during a Customer Interaction
    5m 50s
    Providing good customer service isn’t about following a script or checklist. There’s an interdependence of priorities always at play, and figuring out which priority takes precedence in a given situation depends on a whole range of variables. In this video, you'll learn about strategies to balance priorities during customer service interactions. FREE ACCESS
  • Locked
    7.  Let's Review
    56s
    This video summarizes the key concepts covered in the course Customer Service Success: Interpreting Customers’ Service Priorities. 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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