Customer Service: Interpreting Customers' Service Priorities
- 7 Videos | 26m 25s
- Includes Assessment
- Earns a Badge
- 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 coursedistinguish customer priorities as either explicit or implicitidentify statements that describe how speed influences customer perceptionrecognize strategies to decrease the amount of effort customers expend in getting issues resolved
-
recognize methods of demonstrating presence for customers in service interactionsrecognize strategies to balance priorities during a customer service interactionreflect on what you've learned
IN THIS COURSE
-
1.Customer Service: Interpreting Customers’ Service Priorities1m 53sUP NEXT
-
2.Understanding Implicit and Explicit Priorities4m 11s
-
3.Delivering Speed as a Customer Priority5m 11s
-
4.Easing Customer Effort in a Service Interaction5m 27s
-
5.Being Present in Customer Service2m 58s
-
6.Balancing Priorities during a Customer Interaction5m 50s
-
7.Let's Review56s
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.