Anticipate Customer Needs

Quick reference

• 00:05 In this video, we're gonna continue talking about solutions.
• 00:08 Because that's why you're a customer service representative,
• 00:11 is to provide solutions for your customers and clients.
• 00:15 So the next piece is, you have to anticipate future customer needs.
• 00:20 This is what helps elevate you those two millimeters, okay?
• 00:24 So the first thing you can do, is you can use their profile and buying history.
• 00:30 Okay, you can even do it on that transaction.
• 00:31 How many of you have ever bought something online?
• 00:35 Yeah, me too and I've got little kids, so I'm constantly buying toys.
• 00:39 I'll go in there and put in my information, and I'll buy the toy and I'll
• 00:44 say, people who bought this also bought and there might be a complimentary toy.
• 00:49 Or, my favorite is batteries, hey, do you need batteries for this thing?
• 00:53 Yeah, because I'm going to order this thing, it's going to get to my house, and
• 00:56 I'm not going to have any batteries and
• 00:57 my kid's not going to be able to play with it.
• 00:59 So it's awesome, it's like I'm so glad you guys thought of the batteries.
• 01:03 So your clients are going to love something like that, okay.
• 01:06 And you can use their profile and
• 01:08 buying history to know what their buying habits are.
• 01:11 Okay, so you can offer companion products or services to enhance their experience.
• 01:17 Okay, so you've got this service,
• 01:20 if you wanted to upgrade or add this service to it or
• 01:25 also do this service, it's gonna help you move through even faster, right?
• 01:29 So for education, for example, if you get some education here boom you're gonna get
• 01:33 some education what about this, this might help you move forward.
• 01:37 Does that make sense?
• 01:38 Okay, and you might wanna recommend new and improved products or
• 01:41 services that might fit their needs as well.
• 01:44 Okay, so if there's a new version of a product that came out,
• 01:47 let them know, right?
• 01:49 Send them an email, give them a phone call or just let them know,
• 01:52 hey this new product is out.
• 01:53 And you can see through their profile and
• 01:55 buying history that they've got the old one.
• 01:57 Okay, and one of my favorites in watching movies online, right?
• 02:01 So you watch a movie, you're like, that was a pretty good movie and then below,
• 02:05 it'll say other people also watched these movies.
• 02:08 I found some great movies that way, TV shows, documentaries, and
• 02:12 you just click on it and there's this algorithm that, hey, they're similar.
• 02:17 And other people watched them as well.
• 02:19 Isn't that pretty cool?
• 02:20 So now those companies are anticipating my future customer needs and
• 02:25 that's all a part of costumer service, make sense?
• 02:29 Good, so let's recap.
• 02:31 Use their profile in buying history to help anticipate their future needs,
• 02:36 offer companion products or services to enhance their experience,
• 02:40 their product or their service.
• 02:42 And recommend new and improved products or services that may fit their needs.
• 02:47 If you do this, this is like the icing on the cake.
• 02:50 This is gonna really solidify that relationship and
• 02:54 you're gonna get these customers that will never leave you.
• 02:58 This is how you do it.
• 03:00 I'm gonna see you guys on the next video.

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