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Meeting Customers’ Unspoken Needs

What customers DON’T say can have a greater impact on the outcome of a call than what they DO say.

(Boonton, NJ, January 13, 2015) — In the January issue of The Customer Communicator newsletter, Editor Bill Keenan speaks with industry expert Trevor Spunt about the importance of listening for customers spoken and unspoken needs.

Spunt describes a three-part process that involves recognizing when a customer may be holding back information, building rapport so that the customer has the confidence and comfort to share concerns, and then working toward a successful resolution.

Central to the success of this approach is that it takes place over the course of a call rather than at the end when most reps simply ask, “Is there anything else I can help you with?”

Applying this process, says Spunt, can increase customer satisfaction and reduce callbacks.


About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com


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