Identifying Needs

Question 1

4

Answer 1

Effortless Customer Experience **Asked probing open-ended questions to thoroughly identify all customer needs. ** Identified unspoken needs and addressed them with the customer. ** Effectively confirmed the customer’s spoken needs.

Question 2

3

Answer 2

Low Customer Effort **Acknowledged customer’s verbal cues. ** Ask well timed and appropriate diagnostic questions. **Confirmed needs have been met by asking close-ended questions.

Question 3

2

Answer 3

High Customer Effort = ** Did not ask appropriate, well-timed or sufficient questions to identify all needs.

Question 4

1

Answer 4

Unacceptable Customer Effort ** Failed to recognize/acknowledge customer’s verbal cues. **Failed to ask appropriate questions to determine the customer’s needs. **Made assumptions about customer’s needs. ** Internal only - Did not review customer’s account or profile.