Transcript customer relations

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
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