Assess Your Customer’s Needs

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1 class
60 minutes

Description

Assess Your Customer’s Needs” empowers individual contributors, who directly or indirectly impact customer experience and the delivery of products or services, with essential skills to identify and address customer needs.

Participants will learn to recognize and differentiate between functional, emotional, and social needs of customers. This will be followed by practical exercises focused on identifying a customer’s explicit needs and recognizing when a customer has implicit needs.

In breakout sessions, participants will develop and practice asking questions designed to uncover implicit needs, setting the stage for a comprehensive understanding of customer requirements. The class then delves into three key techniques—Look (Observe), Ask (Questions), and Try (Experience).

Once you register, you’ll have access to asynchronous articles and tools.

At the end of this class, you will be able to:

  • Recognize the different types of customer needs
  • Develop questions that help to uncover an individual’s implicit needs
  • Describe how one’s actions can informed by identified customer needs 

Recommended Prerequisites: Drive Value Through Customer-Centricity

Related Classes: 

How Hone is different
Live learning
Small-group classes over video conference. Join wherever you are.
Interactive activities
Practice new skills in breakout rooms with like-minded professionals.
Real-world application
Apply new skills to your work by taking action and choosing a personalized Hone challenge.
Related topics
Tue, Apr 29
8:00pm - 9:00pm (PDT)
Chantelle Kohn

Chantelle Kohn

Chantelle is a leadership development facilitator with over a decade of experience within the non-profit, corporate, government and education sectors. She partners with organizations to build capacity in creating and sustaining thriving workplaces.
Wed, Jun 11
11:00am - 12:00pm (PDT)
Abe Medoff

Abe Medoff

Abe Medoff (he/him) is a facilitator, organizer, and consultant who holds space, listens, and strategizes to help people in building a more just and kind world for everyone.