From the course: Customer Service Foundations
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Uncovering customer needs
From the course: Customer Service Foundations
Uncovering customer needs
- Customers have different personalities, different needs, and different expectations. Some don't clearly describe what they need. Others aren't even sure what they want. It's critical to overcome these obstacles and learn each customer's needs, so you know how to best serve them. Taking a moment to better understand each customer can help you avoid service failures. It also gives you the opportunity to help your customers have a better experience. This video introduces you to a technique you can use to discover each customer's unique needs. It works by listening beyond the customer's request and trying to identify the problem they'd like to solve. Here's an example where a customer is calling the customer service department for an online retailer to get help with sizing before placing an order. - I usually wear a size 10 or 10 1/2. Do your shoes run true to size, or do they tend to be a little roomy? - Okay, what problem…
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