A customer is anyone you provide a service to. List the various groups of customers you serve. Determine the typical needs for each group.
- Many of us serve different groups of customers.…So it's helpful to think about…the different types of customers you have…and identify some of their basic needs.…I'd like to offer you a definition…of the term customer to get it started.…A customer is anyone you serve.…You probably have a group or groups of people…you already referred to as customers,…clients, guests, or some other similar term.…But we often provide service to other people…while doing our jobs.…This might include our coworkers,…contractors, and even vendors…who provide essential supplies and services.…
I was fortunate to learn early in my career…about the importance of treating everyone like a customer.…I once worked as a customer account manager…for a large company.…It often took several days to research billing problems…because I didn't have access to our accounting software.…One day, I met an employee…from the accounting department in the cafeteria.…We struck up a conversation and I explained…how I often had a hard time getting billing information.…
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- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.