September 2021 Newsletter

PERCIPIO HIGHLIGHT The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction CUS TOME R S E RV I C E : ADAP T I NG TO YOUR CUS TOME RS ' CU E S with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you' ll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You' ll also explore how to overcome common pitfalls customer service agents face in assessing their customer’s cues. 8