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“Wisdom is a principal thing; therefore get wisdom: and with all thy getting get understanding.”
Proverbs 4:7
In today’s competitive business environment, understanding customers’ needs and providing excellent customer service is critical to the success of any business. Without a deep understanding of customers’ needs, it is difficult to develop products and services that not only meet but exceed customers’ expectations. In this fast-read article, you’ll learn the three best practices for identifying customers’ needs and improving service excellence.
Creating a proactive and excellent service delivery is a veritable tool your small business needs to build a solid relationship with customers. Of course, you may have good intentions about exceeding the expectations of your customers. But you can’t help them unless you understand their constant needs.
Great companies work to make money, of course, but in their choices of how to do so, they think about building their institutions. They invest in the future while being aware of the need of the people and the society.
HARVARD BUSINESS SCHOOL PROFESSOR, ROSABETH MOSS KANTER
What’s Good Customer Service?
Good customer service includes providing customers with excellent support and assistance before, during, and after interacting with a business. This means responding to customer requests, resolving issues quickly and satisfactorily, and responding with respect and empathy. Good customer service also includes proactively anticipating and responding to customer needs and consistently striving to exceed customer expectations. A small business that provides excellent customer service builds trust and loyalty among customers and enhances its reputation in the market.
According to Indeed.com, it simply says that good customer service is the quality and timely assistance provided by a business and its employees to the people who use or buy its products and services. Customer service can range from aiding customers with purchases to solving their problems online.
Customers expect a certain level of service or performance from you, undermining your business environment or location. Their insatiable needs and wants, consistently rising, pave the way for your relevance to be felt. As such, all customers want consistent and prompt service, courtesy, and fair treatment.
Are your customers satisfied with your performance and service delivery?
As a small business owner, how do you identify what your needs are? The same approach applies when trying to identify what exactly a customer’s needs or wants are. Here are three ways to identify customers’ needs in order to deliver tailored excellent services:
Improve Service Excellence: 3 Proven Ways To Identify Customers’ Needs
1. Ask Questions
How does it feel when you honestly ask others about your product or service to solve their problems? Satisfied right? This is exactly how it feels to ask your customers about their needs, build relationships and provide a quality service experience.
You should invest more time to think about the needs of the people with whom you interact (basic marketing strategy). Remember that they are your reason for establishing your small business in your locality. When you honestly ask them what challenges they face, you have succeeded in understanding their expectation of you.
Moreover, please do not assume you know what their needs or wants are. You’ve got to put out questionnaires. Seek information and transcribe that exhumed information into comprehensive messages that will aid a strong relationship with your local brand.
2. Listen Carefully
Do you really listen to your customers when they express their bursting feelings or fall to fault for assuming you know what is on their minds? Careful listening breeds better decision-making and excellent service delivery.
Even as a local entrepreneur, you wouldn’t want to be misunderstood or misinterpreted. That being the case, you should always remember that the user’s role is vital in the very design of the product and services.
Listening carefully to your customers when they express their feelings help the features of your product and service meet their standard. This positively affects your entrepreneurial journey and calling. It also helps you to re-strategise and rebrand, if the need arises.
3. Feedback
Communication is incomplete whereas feedback is absent. Repeating back what you’ve heard shows that you understand the expectations of your customers. It also gives them the assurance that you care about them. How do you think this has an impact on delivering excellent customer service? You have asked questions and listened to the answers, so what next?
Feedback plays a core role in building a quality relationship with customers. It’s not enough to make a sale. You have to ask your customer if the product or service provided helps solve their needs or wants.
CONCLUSION
When you take time and effort to question your customers’ likes and dislikes, you build positive relationships and serve them better.
In case you’re confused about what to ask them, focus on why they need a particular product or service. You need to know if a person has a particular preference; and if so, why? The goal is to get as much information as possible that will help your small business grow efficiently.
Asking questions is only effective when accompanied by carefully listening to the answer. Attentive listening, in a way, is positive communication. This, the feedback through your informed product or service delivery is an outcome of the processed questions gathered from customers.
Once you have identified your customers, talk to them about their likes and dislikes with respect to the product or service you provide. Then use their feedback to improve the quality of your product or service and deliver.
RESOURCES:
- QUICK WAY TO DISCOVER YOUR BUSINESS PURPOSE IN THE LOCAL ENVIRONMENT
- Customer Relations: 13 Ways To Build Better Connections
- 7 Essentials for Excellent Customer Service
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