Title: Determine customer needs.
Course: Education for Employment II (Development) (22903-36) > Section: Applying Customer-Service Skills

Determination should be based on

- the way the customer communicates (verbal and nonverbal)
- questions posed by the customer
- the customer's behaviors.

Determination should also include demonstrating respect for customer needs.

Process/Skill Questions:

- What should you ask a customer before offering any solutions?
- Why is it important to serve the customer to the best of your ability, even if you or your employer cannot offer a solution?
- What can body language tell you about a customer's needs or desire to be helped?
- How can you help a customer communicate his needs more effectively?
- How do you demonstrate respect toward a customer?