Assessing Customer Behavior

Overview/Description
 In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how to identify customer behavior, and explains effective techniques that help make the experience a positive one for both the customer and the TSA handling the call.

Target Audience
 Technical Support Agents seeking to acquire new skills or improve the skills they already possess so that they are more in line with the function of the modern contact center

Expected Duration
4.5 hours

Lesson Objectives:

Recognizing Customer Behavior Types

  • recognize the value of identifying various types of technical support customer behavior.
  • distinguish examples of aggressive and non-aggressive behavior types.
  • distinguish examples of challenging customer behavior in technical support situations.
  • relate characteristics of difficult technical support customers to technical support call examples.
  • match interactive modes to technical support call examples.

    • Dealing with Customers

  • recognize the benefits of knowing how to deal with different customers in technical support situations.
  • associate examples of call handling techniques with the skills they support.
  • apply essential call handling skills to a given technical support situation.
  • identify examples of the essential skills for handling technical support calls.
  • select examples of listening skills for handling technical support calls.
  • determine which of the questioning and listening skills are appropriate in a given technical support situation.
  • match the strategies to the appropriate example of call handling techniques for dealing with aggressive technical support customers making technical support inquiries.
  • apply the best method of dealing with aggressive technical support customers in a given scenario.
  • match the customer type to the appropriate example of call handling techniques for dealing with non-aggressive technical support customers.
  • apply the best method of dealing with non-aggressive technical support customers in a given scenario.

    • Course Number: CUST0163