Each customer has a different personality and many people have different expectations. Focus on the unique needs of each customer you serve.
- It is critical to learn each customers needs…so you know how they want to be served.…By doing this you can avoid falling short of expectations…and give yourself the opportunity to exceed them.…Of course, every customer is a little bit different.…They have different personalities,…different needs and different expectations.…We need to view service situations…from our customers perspective…to understand each ones unique needs,…but this isn't always easy.…Here's a puzzle that can help us understand why.…
You can pause the video…and download the customer perspective worksheet,…or just use a blank piece of paper…to try to solve the puzzle I show you on the screen.…To solve this puzzle, try to connect all nine dots…using just four straight lines.…The catch is, you can't lift your finger off the screen,…or if you're using the worksheet,…you can't lift your pen off the paper.…It may be helpful to push pause…to give yourself a moment to try to solve it.…Most people, including me,…have a hard time solving the puzzle on their first try.…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- 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.