IDENTIFYING CUSTOMER NEEDS What can we observe about the customer in the above cartoon?

PROCESS OF IDENTIFYING CUSTOMER NEEDS *Identify customer needs & expectations; clarify and prioritise customer needs *Clarify organisational requirements, and available options for meeting customer needs *Negotiate outcomes with customers

CUSTOMER NEEDS & EXPECTATIONS? HOW DO WE IDENTIFY CUSTOMER NEEDS & EXPECTATIONS?

INTERPERSONAL SKILLS Definition: The skills we use to relate well with others. Some examples of interpersonal skills we can use when identifying & clarifying customer needs: *Active Listening *Questioning Techniques

ACTIVE LISTENING DO’S: • Do listen carefully • Do paraphrase • Do empathize with the customer • Do listen/look for emotional cues • Do watch for body language; make frequent eye contact and use appropriate body language

ACTIVE LISTENING DON’T’S: • Don’t interrupt the customer • Don’t be judgmental, or make assumptions about the customer’s intentions • Don’t go straight to the problem solving step • Don’t use unnecessary jargon • Don’t explicitly correct the customer unless it is absolutely necessary

QUESTIONING TECHNIQUES Definition: Questioning skills designed to enhance understanding, and to clarify and prioritise customer needs. List 3 types of questioning techniques: *Open Questions *Closed Questions *Probing Questions

EFFECTIVE COMMUNICATION WITH CUSTOMERS Define effective communication: The communication skills we use to effectively convey information to others. Discuss the need for companies to effectively communicate with customers, based on the following cartoons:

EFFECTIVE COMMUNICATION WITH CUSTOMERS

EFFECTIVE COMMUNICATION WITH CUSTOMERS

TIPS FOR EFFECTIVE COMMUNICATION * Be clear and specific * Make sure that any information you give is correct * Avoid jargon * Confirm your customer understands the information you have supplied * Makes notes and/or report of communication content; confirm content in writing where necessary * Be courteous, however be assertive

WHAT IS ASSERTIVE BEHAVIOUR WITHIN A CUSTOMER SERVICE CONTEXT? * Be respectful & polite * Be positive * Seek help when required * Effectively communicate organisational requirements * Seek solutions to customer problems & requests * Enjoy the challenge of negotiating outcomes with customers