3 Simple Steps to Getting to Know Your Customers

There are so many “keys” to success when it comes to customer service – but one thing people often overlook is the simple (and important) need to know your customers. If you really want to succeed, you need to know and understand your customer base. Like all the most important things in life, knowing and understanding your customers is easier said than done. But the rewards are well worth the time and effort it will take you to get into the minds of your customers.

Here are a few simple yet powerful strategies you and your employees can implement on your path to creating a memorable customer experience.

Keep an Open Mind

Having an open mind is absolutely essential to customer service (and pretty much everything else). When you jump to conclusions or assume you know what your customer is thinking, you’re setting yourself, and your customer, up to fail. By keeping an open mind, you’ll gain valuable insight into who your customers are, what they want, and what it will take to please them. Remember, everyone is different and that means that every situation is different too. The more open minded you are, the better you will be at understanding and serving your customers.

Use your Active Listening Skills

Active listening is one of the most effective ways to get to know your customers. There are five simple steps to active listening:

1. Pay close attention. Give customers your undivided attention while they’re speaking. Don’t let your mind wander or plan what you’re going to say next.

2. Use body language. Show your customers that you’re actively listening to what they’re telling you by leaning in and using physical gestures.

3. Provide feedback that shows you heard what the customer said.

4. Defer any and all judgment. Once you start to place judgment you become closed minded and ruin your ability to accurately assess the situation.

5. Respond appropriately to your customer to show you heard them and care about what they shared with you.

All customer service employees need to be trained to improve their active listening skills so they can better understand your customers and provide the best customer experience possible.

Pay Attention to Body Language

In addition to the message your customers give you verbally, they’re also telling you a ton with their body language. Body language is a massive part of how we communicate. The same message, delivered with two different styles of body language, can be interpreted completely differently. For example, if someone is scowling and shaking their hands in the air or pounding their fist, you don’t have to hear what they’re saying to assume they’re angry. But if they do all that with a smile on their face, it could mean they’re really excited or celebrating.

While it may seem impossible to get to know your customers well enough to anticipate their every need, it’s not as hard as you might think. You’ll be surprised by how much you can learn when you keep an open mind and really focus on what your customers tell you.