Identifying customer needs

A customer service and relationship skills training course

Course objectives

Explain the difference between needs and wants
Explain the reasons why customers have different needs
List the steps required to identify and confirm customer needs
Demonstrate how to identify customer needs
State how to quickly and easily adjust your approach accordingly
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
The difference between needs and wants
Identifying customer needs using the ©LISTEN model
Customer needs and different needs for different customer types
Exercise. Identifying customer needs
Adapting your approach
Review exercise and feedback

Course benefits

Increases sales and service opportunities
Develops customer relationships
Improves the customer experience
Improves customer satisfaction and retention levels
Increases sales value and volume

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

Customer understanding and empathy
Sales and service levels
Customer retention and satisfaction

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This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

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Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models