Join Dave Crenshaw for an in-depth discussion in this video Understanding customers while at work, part of Thinking Like a Leader (2013).
The most important word when it comes to dealing with customers is…understanding. The better you understand your customers, the easier it is to…serve them, and the more loyal they'll be to you and your company.…In the long run, this will have a positive effect on how valuable you are.…So what does understanding mean?…Think for a moment about the person you feel understands you best, what is it…makes them such an understanding person?…There are many ways to look at it, but in my experience those who best…understand others, share three characteristics:…listening, responding, and harmonizing.…
Let's talk about listening for a moment.…An understanding person takes the time to get to know you, they listen actively.…An active listener is someone who doesn't necessarily sit back and let you do…all the talking, but instead occasionally asks you questions to not only get the…details, but also the emotions that you're experiencing.…This means that a good listener is empathetic. An empathetic listener makes an…
Discover how you can identify trends, gather and address customer feedback, and proactively deliver what your company needs for competitive advantage.
This course is one of a series of five Dave Crenshaw courses based on his Invaluable teaching methodology for professional development.
Lynda.com 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.
The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.
- Understanding what makes your company money
- Discovering market trends
- Understanding your competition
- Knowing your customers and how to better serve them
Skill Level Intermediate
Q: This course was updated on 01/03/2012. What changed?
A: This course was retitled, streamlined, and refined throughout, resulting in a slightly shorter runtime. We also added new graphics and a new welcome movie.