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.
Download this lesson's related exercise files.Confirm The Customer’s Desired Outcome.docx
198.4 KB Confirm The Customer’s Desired Outcome - Solution.docx
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.
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.
Lesson notes are only available for subscribers.