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 customers?
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 which 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.