Have you ever done everything a customer asked, yet they don’t seem satisfied?
That’s not uncommon says Customer Communicator, the training and motivation newsletter for frontline reps.
The problem according to service consultants, Karen Leland and Keith Bailey, is that customers don’t tell you everything they need.
“Customers do ask for what they want, but they have basic needs that they don’t ask for. And, when those needs aren’t met, customers are unhappy,” they explain.
For example, when did you last go into a pizzeria and say, “I’d like one slice please,” and then add, “And could you please be understanding, friendly, and fair?”
Leland and Bailey say that in addition to spoken needs, all customers also need: friendliness, understanding, empathy, fairness, options, and alternatives.
Practical tips like this appear regularly in Customer Communicator newsletter.