How to Understand Client Requirements?

Offering an unmatched service to customer : Is generally what every    company   looks for but before that it is necessary   to understand   that they should be well versed with their need’s interests end concerns to identify these requirements   there are three simple steps to follow 

  • Research
  • Asking questions
  • Listening

Customer   service  is  never  about  one  size  fits  all  actually  every  client  has  his  own  different   needs  and  to  identify  those  requirements  it  is  necessary  to  follow  different  methods  as  a  common   method  for  each  client  can  be  inappropriate  to  interpret  his  needs  do  you  recollect  the   information  about  the  customer  before  meeting   him   lf  no  then   always remember    that  the  more    in  formations  you  have  the  better   understanding  you  develop  and  this  will  lead  to  appropriate  services  once  you  will  be  able  to  develop  the understanding  about  customer  s  requirements  and  offer  them  the  best  possible  and  most  suitable  solution  then  it  will  surely  get  you  a  long    term  customer  in  return  collecting  information’s  to  understand  client  s  requirement  well end  enhance  the  quality  of  services  offered  by  you  let  s  find  out  the  ways  that  wall help  you  to  understand  the  customer  s  needs  and  interests 

 

Research  method  you  can  gather  information  about  the  client  through  different  sources  like  either  through  internet    personal  references   or  if  he  owns  a  company  then  gather  the  information  from  his  website  and  so  on  through  research  you  can  make  lasting  impression  on  client  by  understanding  their  business  requirements  their  industry  and  needs  before  meeting  them  make  sure  that  you  are  cleared  with  certain  points 

  • Customer ‘s expectation from your services
  • Their major concerns for adopting your services
  • The key solutions that may help him

Once  you  are  through  with  these  points  you   will  be  able  to  serve  them  with  excellence  the  research  leads  to  a  good  understanding  about  the  customer  and  his  requirements  which  further  helps  you  to  enhance  the  service  quality  offered  by  your  organization  and  yes  quality  services  always  leads  to  happy  customer  which  in  turns  builds  strong  rapport  of  the  organization . 

Listening  asking  questions   is  not  enough   besides   to  analyze  the  customer   s  need  you  have   to  be   patient   enough  to   listen   what  he  has  to  say  or  express   about  the  concerned   service   always   allow  your  customer  to  speak  as  much  as  he  wants   to  this  will  help  you  to  understand    his  mind   set   key   concerns   and   interestsand   much   more   always   remember     to   follow  70   30  ratios  rule   during  any  conversation  with   your   client  

 

Never  impose   your  solutions  over   the   client   as   it    may   leave  the   negative   impact   of   your   service   over   him   as   I  hed   discussed   an   incidence  with  you  during  the   introduction  of  this  chapter   that  imposing  your  solution  may  bother   your  customer  and  you  can  lose  him  forever  even  if  you  feel  that  the  solution  you  are  offering  has  much   relevance  to  his  requirements  still  don  t  force  your   customer  to  opt  for  the  same  unless  he  understood  that  wiiifm   what   is  in  it  f or  me  follow  wiiifm  approach  for  better  business  solutions  once  the  customer   undersands  that  what  exactly  the  benefits  he  is  going  to  a vail  through  your  services  then  definitely   you  will  not  require  anyconvincing  approach  to  follow  while  explaining  the  service  let  your  customer  know  what  is  in  it  there  toget  him  the  utmost  benefit  but  before  explaining   him  anything  just  listens  to  his  requirements  well  so  that  you   can  connect  well  with  the  customer  s  expectations  let  s  find  out  how  effectively  you  understand  your  customer  requirement  just  take  out   a  pen  and  mark  on  what  you  do  and  notice  what  more  you  require  to  understand  your  client  well

 

Asking  questions  lf  in  case  you  are  not  able  to  gather  much   information  about  the  prospect  then  you  can  directly  meet    them   and  ask  questions  lt   might   help  you  to  understand   his  needs  and  concerns  better  however  make  sure  that  the  questions  you  ask  should  not  bother  the  client  and  at  the  same  time  they  must  be  edifying  and   relevant  wondering   what  type  of  questions  can  be  effective  well  you  cannot  ask  every  client  the  same  set   of  questions  as  each    one  of  them  has  varied  requirements  challenges  and  mind  sets  so  it  is  highly   required  to  identify   what  type  of  questions  will  suit  the  particular   client  the  further  question   categories  are  general   questions

  1. Probing   questions
  2. Effect questions 
  3. Commitment questions 

General   questions  through  general  questions  you  can  ask  client  for  the  very  basic  information  like  his  interests  and  concerns   regarding  the  service  he  is  looking  for  as  you  can  ask  can  you  tell  me  about  your  past  expeience  regarding  our  services  have   you  ever  hired  someone  else  for  the  same  service  what  let  you  to  leave  them  these  will  be  open  ended  questions  that   will  help  you   to  understand  what  his  expectations  from  you  and  your  company  are  

Probimg   questions   once   you  are     cleared   with    these   things      you  whll  come   to  know  what  exactly  the  client  is  expecting  from   you  however  you   cannot  ask  general  questions   all  the  time  so  you  need  to  move  further   with  probing  questions  keep  in  mind  that  knowing  expectations  would  not  help  you  entirely  you  should   know  their  problems  dissatisfaction  factors  if  any  and  key  criteria  for  hiring  the  service 

 

Effect   questions these questions are asked to get to know the regular   issues that client is   facing very often and then later you can cuuome up to themwith exact solution that will benefit them 

Commitment  question’s   such  questions  help   the   prospect  to   express  his  desire   for  an  apt  solution  such  questions   take   the   attention  away  from  the  problem   and  leads   to  an  efficient   solution  under  this  category   you  can  ask   the   customer   so  you   are  looking  for   something  that  will  fit  within   your  mentioned   criteria   and  at  the  same   time   you  want  it  to  be   highly  effective  after   this  you  can  suggest   the  best   possible   solution   to  them .

The  proven  way  to  serve  best  to  your  clientele  is  to  put  yourself  in  their  situation  before  proffering  any  solution  to  their  concerns  just  put  yourself  at  their  place  and  then  imagine  what  solution  you  would  have  expected  from  the  service  providr  lf  you  will  understand  client  s  situation  and  their  perspective  then  surely  you  will  come  up  wite  an  unsurpassed  solution 

After understanding everything about your customer you offer them a service but between this offering and understanding of need came the communication that either impress your customer or take them away lt is very important to take care of certain things during conversation   

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