Customer Service Needs
Anticipating your customer’s needs could eliminate unnecessary time and irritation.
Pay attention to the customer’s needs and decide how your organisation’s service can benefit them.
Anticipate your customer’s needs and wants and look for clues in the verbal and non-verbal messages they are giving you.
Listen attentively, ask appropriate questions and observe the customer’s body language.
To anticipate the needs of your customers, you should ask yourself the following questions.
- 1) Have I considered all the customer’s needs?
2) What are the customers likely to need or want next?
3) How can I improve the service for the customer?
The difference between your customer’s needs and wants may be that some customers know what they want, or they will have a general idea. Generally customers will often tell you what they want but their needs are not stated as often.
If you know your organisation well, you are in a good position to help a customer.
It helps to keep appropriate materials you can refer to close by, for example, product lists, services offered, general tourist information, tariffs. If you first have to check up on the information, tell the customer and remember to contact him/her with the relevant information.
It can happen that you have a customer caller who has been transferred incorrectly to your department. Unnecessary time can be saved if you have anticipated such a situation and know enough about the organisation providing relevant information, providing specific contact names, before redirecting the frustrated customer to the correct department.
Anticipate calls by using a message pad and using the correct techniques for taking a message should the customer be unable to reach the correct person.
- • Make sure the message is complete and understandable.
• Get the complete name and contact details of the caller.
• Note the reason for calling.
• Note the time of the call and date.
• Note the name of the person the customer wanted to speak to.
• Repeat the information to the customer to ensure that all the details are correct.
• Send out warm and positive signals to each customer prior to the start of the interaction.
• Be as sensitive as possible to the customer’s emotional state. Bear in mind that if you attack him/her verbally and cut him/her down to size, and cruelly expose his/her ignorance – you will damage his/her self-esteem. Show some sensitivity when you point out his/her error.
• Allow and possibly encourage customers to express their feelings should you feel they want to.
• Listen with genuine interest and feeling to what your customers have to say.
• If you don’t know the answer to the question, assure the customer that you will find out and let them know as soon as possible.
• Try to find something you like in each customer and let it show.
• Never make customers feel bad for expressing their feelings, but always try to make them feel good for talking honestly about how they feel.
• Eliminate any negative feelings you have about your customers. These feelings will show no matter what you do.