“Assess Your Customer’s Needs” empowers individual contributors, who directly or indirectly impact customer experience and the delivery of products or services, with essential skills to identify and address customer needs.

Participants will learn to recognize and differentiate between functional, emotional, and social needs of customers. This will be followed by practical exercises focused on identifying a customer’s explicit needs and recognizing when a customer has implicit needs.

In breakout sessions, participants will develop and practice asking questions designed to uncover implicit needs, setting the stage for a comprehensive understanding of customer requirements. The class then delves into three key techniques—Look (Observe), Ask (Questions), and Try (Experience).

Once you register, you’ll have access to asynchronous articles and tools.

At the end of this class, you will be able to:

• Recognize the different types of customer needs
• Develop questions that help to uncover an individual’s implicit needs
• Describe how one’s actions can informed by identified customer needs 

Recommended Prerequisites: Drive Value Through Customer-Centricity

Related Classes: 

• Build High Trust Relationships
• Drive Value Through Customer-Centricity
• Ask Powerful Questions