Free
Course

Customer Service: Interpreting Customers' Service Priorities

Discover how to identify and balance customer priorities for top-tier service. Learn to address explicit and implicit needs and reduce customer efforts efficiently with NueBridge expertise.

  • Skill level

    Beginner
  • Time to complete

    Approx. <1 hour
  • Certificate of completion

    Yes
  • Prerequisites

    None

About this course

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

Learning objectives

  • Discover the key concepts covered in this course
  • Distinguish customer priorities as either explicit or implicit
  • Identify statements that describe how speed influences customer perception

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.

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

When you’re learning to code to become a software developer, there are plenty of ways to practice concepts and frameworks outside of our courses and paths. Maybe you complete a project, build your portfolio website, or work through a code challenge, for example.  

The soft skills that you need as a developer — like being able to present ideas impactfully or strategize with stakeholders — are equally important, but a lot harder to practice. Even as an entry-level developer, you might be asked to reverse engineer a codebase, identify and solve a bug, or learn a new framework to meet a project’s requirements. All of this requires technical chops, of course, but career success is more than just technical skill development. You need to be able to solve problems, communicate effectively, and pay attention to details to get a job done.

In today’s AI-driven world, effective interpersonal and social skills will keep you a cut above. That’s why we’re offering exclusive soft skills training for Codecademy Pro and Plus members. Read on to learn more about these resources and ideas that will help you practice and improve your soft skills.

Continue reading

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