twelve solutions

Questioning is a key customer service component that people tend to pay little attention to. As CSR’s, the key to exceeding the customers expectations lies in your ability to appropriately identify the customers needs. You must however bear in mind that the needs of your customers are not for the product or service (product features)rather their needs are for what the product or service will and can do for them (product benefits).

As CSR’s you also act as sales people for the organisation even though your job description may not explicitly say so. Identifying the needs of your customers enables relationship building and good relationships bring about some element of trust and this is a main ingredient for selling successfully.

So while you’re assisting that customer fix a problem, try and understand their needs by asking intelligent questions. They’ll definitely appreciate you a whole lot more and while your at it you might be able to increase your organisation’s market share.

Tags: good communication skill, identifying needs, questioning, selling

This entry was posted on Monday, August 11th, 2008 at 12:57 pm and is filed under Newletter Articles. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.