Customer Service: Interpreting CustomersÆ Service Priorities

“CSRs who can identify their customers priorities are able to make the best decisions on how to serve the customer. A customerÆs 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 customerÆs implicit needs and help you deliver a higher level of service.
In this course youÆll learn to distinguish customer priorities as either explicit or implicit and to describe how speed influences customer perception. YouÆll 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.”