Thread by @csprefects

Good morning and welcome to #customerservicetuesday with @csprefects.
Our topic today is "Basic Needs of a Customer ”
If you own a company/business this is for you.
Thread 👇🏾

A customer need is a motive that prompts a customer to buy a product or service. What usually drives the customer is the need, which is why most companies see this as an opportunity to look for different ways to add value to their business. This adds value to the motive.

There are six basic needs of customers.
1. Product/ service : does it exceed my expectations?
2. Understanding &empathy: does this company know how I feel? Can they relate to me?
3. Friendliness: am I always welcomed with a smile? Are they approachable?

4. Fairness: no one wants to feel like the fall into a class category, so do you treat all your customers the same? Or are there class distinctions?
5. Options and alternative: customers love options. Give them the best options and let the make their own choices.

6. Control: customers love to feel/ know that they can have an influence in how things turn out. Let them be in the loop of things.
7. Information: tell them, show them everything. Give them information about the product and service.

Types of needs:
There are two major types of needs; product need and service needs.

Product needs
1. Functionality: can you product or service function as promised?
2. Price: customers have unique budgets, so identify your customers and be affordable.

3. Experience: what is it like using your product/ service?
4. Design: is your product or service easy to use? Less complicated?
5. Reliability: can your product/ service perform when and where I need it?

Service need:
1. Attitude: are you welcoming or cold?
2. Fairness
3. Transparency: can you be trusted?
4. Control: can customers also provide input on how their service or product will turn out?
5. Options: are there alternatives, just in case I change my mind?

How do we solve customer needs in customer service?
1. Be consistent
2. Ask for feedback
3. Solve customer problems
4. Be honest
5. Work closely with team to constantly improve customer service
6. Nurture customer relationships
7. Constant after sale
Provide instructions.

However good your product or service is, the truth is that no-one will buy it if they don't want it or believe they don't need it. And you won't persuade anyone that they want or need to buy what you're offering unless you clearly understand what it is your customers really want.

Thank you so much for reading and hope to see you again next week tuesday. Please share and if you have any questions please feel free to ask. #customerservicetuesday