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Module 3 – Apply questioning and listening techniques to respond to customer’s needs

ryanrori January 28, 2021

After completing this module, the learner will be able to apply questioning and listening techniques to respond to customer’s needs, by successfully completing the following:

  • Use questioning skills to determine customer’s needs and expectations
  • Use reflective responses to clarify questions to assure the other person that they have been heard
  • Apply active listening skills to establish rapport with customer in order to meet customer needs and expectations
  • Apply product and/or service knowledge to provide effective customer service 
  • Provide responses within specific time limits in compliance with organisational requirements
  • Record and respond to statements and comments of customers in accordance with organisational requirements

Apply questioning and listening techniques to respond to customer’s needs

When a customer, or prospective customer, takes the time to contact a business they are looking for some type of assistance. They generally want initial information, additional information, resolution of a problem or they just want to sound off about an experience they have had with your organisation. Unfortunately, most businesses do a mediocre job, at best, of responding to customers in a timely manner.

Most customers will expect to have their requests responded to in a reasonable time frame. But what is reasonable? There is no standard rule of thumb to define response time. Believe it or not, responsiveness is a strategic issue and can be used to differentiate your business from your competitors. Therefore, the standards you establish for responding to all customer issues will determine the level of differentiation you achieve. And the consistency with which you are able to respond quickly will go a long way toward determining how loyal your customers become.

Customer needs include but are not limited to:

  • customer queries
  • customer demands
  • customer direct requirements
  • sales requests 
  • customer questions

A business can’t afford to be casual about how it deals with its customers. The “I’m too busy” or the “you are just one of many customers” excuses are just not acceptable! Customer Service Representatives must apply questioning and listening techniques to respond to customer’s needs. This module looks at those skills needed.