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Identify and Confirm the Need
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Customers come to you with two basic types of needs: personal and business. How well you can identify and satisfy both these needs will go a long way in shaping the customer’s perceptions of the service you provide.
Personal Needs - Every customer has a need to be recognised, treated with respect and a need to be made to feel important.
Business Needs - Customers come to you with a stated need for a product or service. We could call this their business need.
Conducting effective interactions, finding out the details of the situation, and taking appropriate actions all satisfy the customer’s business needs. Doing so while treating people courteously and listening with empathy satisfies their personal needs.
To maximise opportunities and customer service, both personal and business needs must be met.
To satisfy personal needs use the following skills:
- Show respect - Call the customer by name
- Have empathy - Acknowledge the customer’s feelings
- Be proactive - Anticipate possible problems and have solutions ready
To satisfy business needs use the following skills:
- Thorough, effective fact-finding
- Plan a complete solution