Sales and Service → Customer Service Mastery

Understanding Customer Types (Personas) (CSM01)

Customer personas are created by brands to represent their current and target audiences. In-depth research into the behavior and choices of real people is used to create semi-fictional characters. Details like the character’s aspirations and priorities are included. These examples of the motivations and desires of different types of customers help brands to understand what customers want and why.

Knowing the customers that a brand wants to reach and retain is crucial to providing excellent customer service. After all, customers are people. And people all have their individual needs, wants, and preferences. This course will help you to understand how customer personas can help with this.

By the end of this course, you’ll be able to:

• Recognize how customer personas are used to improve the customer experience
• Define the difference between segmentation and customer personas
• Describe how customer personas are created

Why take this course?

Anyone working in an organization that serves customers will benefit from understanding what customer personas are. Knowing who your customers are, and what they want, will help you to meet their needs. This leads to a more satisfying experience for customers. It empowers customer-service representatives to shape their interactions in a positive way. And it’s an essential part of making sure that marketing and product development is efficient.

10 mins | SCORM | Takeaway Tasks

Version Date: 2021/10/18

  • Understanding Customer Types
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever