Courses > Customer Service > Exploring Needs

Exploring Needs

eLearning Course Outline

Are you able to spot what your customers need and want? Discover how to ask skillful questions to draw them out, listen actively and tune into your customer by reading their body language and interpreting the meaning behind the words they say.

Target audienceAnyone selling to the public
Duration

34 minutes

Features Learning Outcomes
  • Take just a minute for an overview of the course. You’ll need audio!

  • Exploring Needs Screenshot
  • Exploring Needs Screenshot

Learning Outcomes

  • Identify the key skills required to understand the needs of your customers
  • Learn how to listen actively to the customer
  • Identify the barriers to effective listening and plan how to break them down
  • Practice effective questioning techniques to tune into specific needs
  • Understand how to interpret body language and tone to drill down to the customer’s real message

Features:

  • Language Toolbar - Easily change to any language
  • Customisable to follow your brand's identity
  • NEW - Edit courses yourself using our editor
  • Multi-device
  • Intuitive navigation and bookmarking
  • Accessible close captioned
  • Cheat resistant testing
  • Engaging, pacey and effective

RoSPA CPD Totara Platinum

Watch this video to see how we create engagement with interactivity, humour, and storytelling.

Saving Valuable Time

Our customers are efficient modern organisations who want eLearning to be delivered as fast as possible with full comprehension by learners obtained and recorded. They know that saving even a small amount of time per module can result in major cost savings and that learner engagement is key to effective learning.

Accelerating eLearning

Our audience are adult learners with busy lives and a job to do. They don’t want to waste time and we know they will only sustain maximum attention for a limited period. Our pacey interesting and interactive modules engage and challenge learners, providing better retention and understanding, saving people time. We don’t waffle. We do apply the ‘so what?’ test to ensure that everything said or written supports the course outcomes and we use plain English. Our courses use accelerated learning techniques to provide rapid comprehension. This includes allowing learners to experiment with a situation and see the results; using synchronised audio, text, graphics, animation, photographs and games to engage both left and right brain in the process. The learner is presented with a wide variety of interaction types and can use the eBooks for checklists and on the spot access.

Making a lasting impact on learners

Our 4 step process promotes learning, confidence and use of skills in the workplace.
Step 1 – Establish relevance and benefit to the learner
Step 2 – Engage the learner throughout the course
Step 3 – Ensure learning has occurred and provide a certificate of accomplishment
Step 4 – Provide support materials at point of need to aid memory and application of skills

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