Evaluating and Prioritizing Customer Needs

Flashcards to review key concepts related to evaluating customer needs, organizational requirements, and handling delays.

What are the two types of customers?

Internal or external

What do both external and internal customers expect?

High quality, timely, and courteous service

What interpersonal skills are paramount when delivering a service to customers?

Verbal communication, active listening, positive body language, problem solving

What organizational requirements should be considered when evaluating customer needs?

Legal and organizational guidelines, Work Health and Safety (WHS) policies, anti-discrimination policies, privacy laws, replacement and refund policy, payment and delivery options

How should customer requests be prioritized to meet customer timelines?

Responding immediately to customers’ requests, ensuring you deliver what you promise, knowing how to handle delays, using communication skills effectively

How can you find out if a customer request is urgent?

Listening, asking questions, and looking at their body language

What is important to do when customers are aware of an organization's promise?

Identify any factor that might interfere with the organization meeting its promise to deliver

What should you do if delays are experienced?

Communicate with the customer, tell them why, provide alternative solutions or ask the customer what they would like to do

If you become aware of a delay, what is important to do?

Contact the customer immediately, explain the reason for the delay, and be empathetic. Propose solutions and ask questions to determine the best course of action.

How can you assess urgency?

By listening, asking questions, and observing body language.