Identifying and Meeting customer Needs-Keyword Research
It is not enough to have company goals and strategies linked to providing an perfect customer aid experience. It isn't even enough to have a doctrine of aid excellence. While these are foundations, aid is about interactions and execution. Every worker is responsible for how they administrate interactions with customers (both internal and external) and this includes identifying needs.
Keyword Research
Identifying a customer's need occurs through active listening and sufficient communication.
Active Listening
Active listening is "listening with all three ears". To be effective, you need to hear what is being said And understand emotions. Emotion is interpreted through tone, voice inflection, body language and your own intuition (gut feeling). Active listening contains three concepts: words, tone of voice and body language (55% of transportation comes from our body language).
Here are some examples of using active listening to recognize needs...
A customer seems to be confused about your aid options (i.e., membership options, banking options, etc.) (need = help, identified through body language)
You have been dealing with an upset customer over the phone. The customer seemed happy but after hanging up you feel like they may not be 100% satisfied (need = supplementary effect up, identified through your intuition)
A regular customer all the time wants to talk. He is all the time cheerful, uses open gestures, smiles yet needs nothing specifically. He asks you a lot of questions and is eager to share personally relevant facts about himself (need = value as a person, identified by the body language, tone of voice And words)
Effective Communication
The key to transportation is simple, clear, distinct and enthusiastic. Customers pick to use your company because they have needs (I.e., they need an answer, information, hold or advice, person to talk to, a way of addition their physical activity, a pass or membership, financial security, etc.). You find out what a customer needs by asking and then actively listening to their response. Your goal is to understand three things:
What they want
When they want it
How they plan to use it
Customers are not all the time able to verbalize what they need. By asking key questions and probing for more facts you can define their need.
Remember, All customers need to feel valued.
Challenges
1. What Gets In The Way Of Your quality To Actively Listen? recognize One common fence And generate An performance Strategy To Eliminate Or reduce It.
2. How Can You Show Value?
Once you have accurately assessed a customer's needs, your next step in the process of engagement is to efficiently and effectively Meet their needs. This means doing it right And doing the right thing. This includes:
Knowledge of your products and services. This requires knowledge beyond your agency to focus on identifying what your company products or services are (features) and how the stock or aid will support the customer in enjoying value (benefits). Knowledge is key to recognizing and seizing opportunities to cross sell supplementary programs/services or value-sell linked programs/services, both techniques to add increased value to your customer. Remember, the goal is to meet the customer's need. When we engage in cross selling and value selling techniques we are trying to propose supplementary or complementary products/services that the customer will want or need. We are not pushing products. When done effectively, both the customer and the company win.
Problem solving and decision-making. Customers desire their need to be addressed as quickly as possible. The more population or time it takes, the greater opportunity of dissatisfaction. Do you have the skills, desire, knowledge and opportunity to solve problems and make decisions at the first point of touch with the customer? If the riposte is "no", consider the following questions and strategies within your department:
Do you need supplementary training and understanding of the products and services your company offers? What can you do to make this happen?
Do you want to solve problems and make decisions on the spot?
Do you need hold in understanding policies and guidelines and the kinds of creative alternatives you have to pick from?
At All Points Of touch With Customers We Need A What Can I Do Attitude
Dealing effectively with customer complaints. Complaints are opportunities for us to learn what our customers expect from us (their perceptions), what is not working with our products/services/processes, etc. Those who complain are likely telling us what many may have experienced but never verbalized. We meet needs that come to us in the form of complaints by actively listening, identifying what we can do to conclude their question (if we ask them we can assure our resolution categorically provides value) and following up on what we promise. Take this one step supplementary and share your studying - what was the question and why was it a problem? If we don't know about problems we can't make proactive changes.
Finally, we need to recognize that customers have both tangible and intangible needs. It is our quality to recognize and meet the Intangible need, which creates real value for the customer. Think of intangible needs as customer motives. We are all humans and desire engagement at the human, versus business, level. Here are some examples of intangible needs:
Staff who are understanding, knowledgeable and helpful
Feeling safe
Feeling prominent (personally valued)
Social opportunities and interaction
Self-esteem
Acknowledgment of urgency
Challenge:
How Can You generate Value When Meeting Needs?
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