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Customer Care → Soft Skills

The Power of Investigation I: Identifying and Meeting Customer Needs (SoftSkill108)


Description
This course aims to help our Customer Care team recognize the importance of correctly identifying and meeting customers’ needs to create satisfied customers.
Content
  • Identifying and Meeting Customer Needs: Purpose, Importance & Objective
  • Definition and Importance of Identifying Customer Needs
  • Types of Customer Needs I
  • Types of Customer Needs II
  • Types of Customer Needs III
  • Methods to Identify Customer Needs
  • Understanding the Customer Journey
  • Listening to What Customers Say
  • Analyzing cause-and-effect relationships
  • Importance of and Methods in Meeting Customer Needs
  • Be Customer Centric
  • Offer Solutions
  • Keep Listening
  • Put Yourself in Your Customer's Shoes
  • Be Honest and Transparent
  • Follow-Up at Every Opportunity
  • Personalize the Customer Experience
  • Go the Extra Mile
  • Key Points
  • Understanding Customer Needs Clip
  • Learning Evaluation
  • How well do you know?
  • Post Learning Survey
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: 6 months
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