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Defining moments can make or break any service transaction

The importance of high quality customer service and effective complaint handling can’t be overstated. If customer service quality is low, then business outcomes, company reputation and the bottom line will be negatively impacted.

Providing a high level of customer service, to both external and internal clients, is a top priority of many organizations. Further, embedding that mindset into the culture of the organization is an effective way to ensure that teams will continuously strive for excellence in their service levels.

Defining moments are moments of truth that can make or break any service transaction. To successfully navigate these moments of truth, it’s important for service organizations to add value to a customer’s experience by creating and implementing strong, clearly defined service standards.

Customer Service Skills Courses

Skillsoft offers several content libraries focused on Customer Service competencies including: Customer Relationships, Customer Service Operations, Essential Customer Service Skills, and ITIL®. Below are examples of courses from two Customer Service series.

Courses from our Customer Services Skills Series:

  • Interacting with Customers
  • Communicating Effectively with Customers
  • Controlling Conflict, Stress, and Time in a Customer Service Environment
  • Dealing with Customer Service Incidents and Complaints
  • Polishing Your Skills for Excellent Customer Service

Courses from our Essentials of Customer Service Series:

  • Rapport Building in Customer Service
  • Providing On-site Customer Service
  • Providing Telephone Customer Service
  • Providing Effective Internal Customer Service
  • Facing Confrontation in Customer Service

Learning Design for Engagement and Retention

Our instructional and content design strategies are continually evolving to support the needs of modern learners in the digital age. These strategies and techniques align to three learning requirements:

  1. More just-in-time, less just-in-case learning
  2. Engage the learner with visual, short and relevant content
  3. Design content for more self-directed and specialized learning.

Our newest course design addresses these learning requirements in several ways:

Designed for the non-linear mind

With short bursts of content designed for the non-linear mind of the modern learner, our customer service content is comprised of 3-5 minute micro-videos embedded within 30 minute courses. This results in dynamic options for learner - from moment of need support to more immersive learning.

Data-driven mix of content design approaches

To make the learning experience more engaging we use a data-driven mix of content design approaches in our courses. The instructional design approaches are learner-centric and carefully executed to engage both sides of the brain by fostering a linkage between cognition and emotion.

Coaching rather than mentoring

These courses use a “coaching” rather than “mentoring” approach, with an intentional emphasis on highlighting and reinforcing effective practices and approaches.

We continually invest in research on adult learning informed by brain science, to ensure that our learning solutions are engaging, meet the needs of the modern digital learner, and are effective in both changing behavior and driving measurable improvement in our customers’ businesses.

Skillsoft has partnered with the Massachusetts Institute of Technology’s Office of Digital Learning, and Accenture, to embark on an extensive research initiative that delves into the science of adult learning to precisely determine what instructional strategies stimulate employee engagement and interest.

Learn More about Skillsoft’s Research Initiative