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About this lesson
In this section you will learn how to “Wow” your customers by providing services that serve them that they may not have even thought of yet.
Exercise files
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Anticipate Customer Needs.docx54.4 KB Anticipate Customer Needs - Solution.docx
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Quick reference
Anticipate Customer Needs
“Wow” your customers by providing services that serve them that they may not have even thought of yet.
When to use
You should always anticipate your customer’s needs.
Instructions
You have to anticipate future customer needs. This is what helps elevate you.
- First, use the customer’s profile & buying history.
- Second, offer companion products or services to enhance their experience, product or service.
- Finally, recommend new and improved products or services that may fit their needs.
- 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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