Undrstanding opening needs on a custumer service enviroment

Undrstanding opening needs on a custumer service enviroment

1. Understanding Customer Needs Key Concepts for Customer Service and Business Success

2. Why It’s Important - Builds trust and long-term relationships - Increases customer satisfaction and loyalty - Improves products and services - Provides a competitive advantage

3. Ways to Understand Customer Needs - Active listening - Asking open-ended questions - Observation (behavior, tone, feedback) - Collecting feedback (surveys, reviews) - Customer journey analysis

4. Types of Needs - Stated Needs: What customers say they want - Unstated Needs: Assumed expectations - Real Needs: The actual problem to solve - Delight Needs: Extra features or touches

5. Practical Example Customer: 'I need a phone with a good camera.' - Stated Need: A phone with a camera - Real Need: High-quality pictures for social media - Unstated Need: Easy-to-use, long battery life - Delight Need: Editing features, free cloud storage

6. Classroom Application - Role play: One student acts as customer, another as representative - Practice identifying stated, unstated, real, and delight needs - Encourage active listening and clarifying questions