Customer Service: Engaging with Customers
Everyone
- 7 videos | 27m 6s
- Includes Assessment
- Earns a Badge
- CPE
Customer service is customer engagement. And as a customer service representative, you don't often get to see happy, smiling customers, excited by their new service, new device, new outfit, or new opportunity. You get to see them when the new thing isn't working. Or isn't the right color. Or may not be billed correctly. And then you get to try to make them happy again. In this course, you'll learn proven techniques customer service professionals can use to boost their self-confidence, better engage with their customers, and demonstrate flexibility and efficiency in the problem-solving process. 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
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Discover the key concepts covered in this course
Recognize the influence of perception when engaging with customers in service interactions
Recognize actions an agent can take to build and demonstrate confidence when engaging with customers
Identify ways to integrate flexibility into support when engaging with the customer -
Recognize best practices to ensure efficiency while engaging customers
Identify the steps to employ the acting technique to increase self-confidence, flexibility, and efficiency in a service interaction
Reflect on what you've learned
IN THIS COURSE
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59sIn this video, you will be introduced to the key concepts that will be covered in this course. You'll discover techniques and strategies for engaging with customers and building the trust and confidence necessary to provide world-class customer service. FREE ACCESS
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5m 34sIn customer service, the perception of confidence can be as important as actual competence. In this video, you'll explore the influence of the customer's perception of your confidence, flexibility, and efficiency on your ability to help resolve their problems. FREE ACCESS
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3. Engaging with Confidence4m 54sThe level of confidence you feel, and that customers perceive, is a kind of sliding scale that can depend on the situation, the particular customer, and your own knowledge, skill, and experience. In this video, you'll learn about actions you can take to build and demonstrate confidence when engaging with customers. FREE ACCESS
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4. Demonstrating Flexibility in Customer Engagement3m 47sWhile following policies and procedures is important, sometimes customer service representatives need to step outside the norm and show adaptability to address customer needs. In this video, you'll identify ways to integrate flexibility into support when engaging with the customer. FREE ACCESS
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5. Demonstrating Efficiency in Your Service Approach5m 34sThere’s always pressure on customer service representatives to handle problems and move on as quickly as possible. But CSRs have to balance that need for efficiency with the time it takes to demonstrate confidence and flexibility to make customers happy. In this video, you'll explore best practices for ensuring efficiency while engaging customers and resolving their issues. FREE ACCESS
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6. Employing the Acting Technique4m 51sSome customer service representatives are naturals who can draw out even the shyest customer. But while being optimistic and outgoing is great, not every successful CSR is. In this video, you will identify and explore the steps to employ the acting technique to increase self-confidence, flexibility, and efficiency in a service interaction. FREE ACCESS
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7. Let's Review1m 28sThis video summarizes the key concepts covered in the course Customer Service Success: Engaging with Customers. 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.
