🥳 GOSKILLS TURNS 10: Get 10 days of free access with code 10YEARS

GoSkills
Help Sign up Share
Back to course

Confirm the Customer’s Desired Outcome

Compact player layout Large player layout

Locked lesson.

Upgrade

  • Lesson resourcesResources
  • Quick referenceReference
  • Transcript
  • Notes

About this lesson

This section will help you learn the skills to make sure you are providing excellent customer service by catering to the customer’s wants and needs.

Exercise files

Download this lesson's related exercise files.

Confirm The Customer’s Desired Outcome.docx
54.5 KB
Confirm The Customer’s Desired Outcome - Solution.docx
57.3 KB

Quick reference

Confirm the Customer’s Desired Outcome

In this module, you learn the skills to make sure you are providing excellent customer service by catering to the customer’s wants and needs.

When to use

Always confirm the customer’s desired outcome.

Instructions

To confirm your customer’s desired outcome you need to clarify what they want.  You can do this by saying things like, “So what I am hearing is that you ultimately want...”

Sometimes a customer will get so focused in on one little thing with your product or service and this little thing may or may not be important, so you need to get them refocused on what they ultimately what to get.  You can do this by saying, “If I can do (customer’s desired outcome) that would be an excellent solution for you?”

The customer might say no, but don’t get frustrated.  It is just going to take a little more work.  You might have to talk to a manager, think outside the box or re-focus your customer on their desired outcome.

If client is not excited about your solution, you need to find out the solution that would make them happy.  Ask them something like, “What would be an outstanding solution for this issue?”

When you ask the customer what they want, you are showing empathy or that you care for the customer.  You may or may not be able to give them their desired outcome, but you at least know what they desire.

Login to download
  • 00:04 In this video, we're gonna continue to talk about clarification,
  • 00:08 clarify, clarify, clarify.
  • 00:12 So in order to clarify, you want to confirm your customers desired outcome.
  • 00:17 In the last video,
  • 00:18 we talked about confirming your customers request, right, what do they want?
  • 00:22 Now, what do they want at the end?
  • 00:25 This is their request, now, this is the outcome, okay?
  • 00:28 So we have to clarify what they're looking for in the outcome.
  • 00:32 So what I'm hearing you say is that you ultimately want X.
  • 00:37 And why is this important?
  • 00:38 Because sometimes, a client will get so focused in on one little aspect of their
  • 00:43 challenge, whatever it is with your product or service,
  • 00:46 one little aspect, and they just hone in on that.
  • 00:49 And that may nor may not be something that you can overcome.
  • 00:52 Now, If you can get them to focus on what they ultimately want, a lot of times,
  • 00:56 you can go right around that thing, or that little thing becomes insignificant,
  • 01:00 does that make sense?
  • 01:01 So you wanna clarify what they ultimately are trying to get.
  • 01:04 So if you're client goes back to this little thing that may or
  • 01:07 may not be important, right, a lot of times,
  • 01:10 it's not, you can refocus them unto what they ultimately want, okay?
  • 01:15 But in order to do that, you need to ask intelligent questions to know what they
  • 01:18 ultimately want, and you have to clarify.
  • 01:21 So you might say something like this.
  • 01:23 If I can do X for you, the customer's desired outcome,
  • 01:28 that would be an excellent solution for you?
  • 01:31 So if I can get you a full refund, that would be an excellent solution for you?
  • 01:37 Or if I can change those dates fro you,
  • 01:40 that would be an excellent solution for you?
  • 01:43 That's clarifying, they're really gonna say yes or no, right?
  • 01:46 And if they say no, that's okay.
  • 01:49 Don't just gloss over it and say, well there's nothing else I can do blah, blah.
  • 01:52 It's gonna take a little more work, right?
  • 01:54 You may have to talk to a manager, you may have to go back to a manager,
  • 01:57 you might have to start thinking outside the box, right?
  • 02:00 You may have to refocus them on their desired outcome, okay?
  • 02:04 So next, you might say something like, if a client is not excited about your
  • 02:08 solution, right, if a client's not excited about your solution,
  • 02:12 you might say what would be outstanding solution for this issue?
  • 02:15 Again, a scary word because now, you're asking them what do you actually want,
  • 02:20 right?
  • 02:21 But when I ask you what you want, how does that make you feel?
  • 02:26 Cared for, right?
  • 02:28 I care, right?
  • 02:30 I'm showing empathy.
  • 02:31 So what would be an outstanding solution for this issue, okay?
  • 02:36 So now, I'm putting the ball in your court.
  • 02:38 And again, you can say something totally outlandish, there's no way I could get it
  • 02:43 for you, and I might say something like well, I wish I could.
  • 02:46 What I can do for you is X, Y, Z.
  • 02:49 If it's really outlandish, depending on your report,
  • 02:52 you can have some fun with them gosh, that'd be great, right?
  • 02:57 So you really wanna make sure, if your client is not excited about your solution,
  • 03:02 you have to ask him what would be an outstanding solution for this issue?
  • 03:06 See what feedback you get, nine times out of ten, it's going to be reasonable.
  • 03:10 Even if it's reasonable, you may or may not be able to accommodate it, but
  • 03:14 you're showing that you care, you're showing empathy.
  • 03:17 You're showing that they've been heard, you're showing that you care for them,
  • 03:21 you're showing that you understand them.
  • 03:23 And a lot of times, even if a client can't get their desired outcome,
  • 03:27 because you show that effort, they'll still continue to be a client, and
  • 03:31 they'll still really think that you're giving them excellent customer service.
  • 03:34 Does that make sense?
  • 03:36 Okay, so just to recap, confirm your customer's desired outcome.
  • 03:40 So what I'm hearing you say is that you ultimately want X, or if I can do
  • 03:44 customer's desired outcome, that would be an excellent solution for you?
  • 03:49 And get the response, and respond accordingly.
  • 03:52 If a client's not excited about your solution,
  • 03:55 what would be an outstanding solution for this issue?
  • 03:58 You got it.
  • 03:59 All right, guys, I'm gonna see you in the next video.

Lesson notes are only available for subscribers.

Repeat the Request
03m:41s
Repeat the Solution
02m:50s
Share this lesson and earn rewards

Facebook Twitter LinkedIn WhatsApp Email

Gift this course
Give feedback

How is your GoSkills experience?

I need help

Your feedback has been sent

Thank you

Back to the top

© 2023 GoSkills Ltd. Skills for career advancement