Free
Course

Customer Service: Discovering Customer Needs

Master identifying customer needs with strategies for stated and unstated demands. Learn to exceed customer’s expectations and avoid pitfalls, guided by NueBridge experts.

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  • Skill level

    Beginner

  • Time to complete

    Approx. 1 hour

  • Certificate of completion

    Yes

  • Prerequisites

    None

About this course

Customer needs lie at the heart of every service interaction. In order to fully support the customer, we must be able to identify both their stated and unstated needs. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs. In this course, you'll learn the service advantages of being able to identify your customers' needs. You'll learn best practices for discerning both stated and unstated needs in a service interaction and how to avoid problems and pitfalls in needs exploration. You'll also learn techniques to help you exceed your customers' needs and you'll explore scenarios that put these practices into action. 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.

Learning objectives

  • Discover the key concepts covered in this course
  • Recognize the advantages of fully defining customer needs
  • Recognize key strategies to determining a customer’s stated needs

How it works

Expert-led videos

In this course, you'll watch videos created by industry-leading experts for some of the biggest tech companies in the world. They'll cover key concepts, go through sample applications, prepare you for industry certifications, and more. Watch on any device — whenever and wherever you want — to learn at your own pace.
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Why learn professional skills?

  • Stand out in your job search

    Tech jobs require more than just tech skills. Professional skills like collaboration, leadership, and emotional intelligence help you stand out to hiring managers.

  • Build towards the future

    According to the World Economic Forum, employees that build analytical and critical thinking skills will become increasingly valuable to employers.

  • Develop yourself (and your career)

    These types of non-technical skills are transferable and can be helpful in any role throughout your career.

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5 Unexpected Ways to Work on Your Soft Skills

Cory Stieg
Oct 20, 2023
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Join over 50 million learners and start Customer Service: Discovering Customer Needs today!

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Unlock additional features with a paid plan

  • Portfolio projects

    Create professional projects you can share with recruiters to showcase your skills and experience.

  • Job-readiness checker

    Evaluate how well you meet the requirements for any job description based on your skills and experience.

  • Certificate of completion

    Earn a document you can share with your network to prove that you’ve completed this course.
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