Listen to and Look for Signs

It can be very difficult to figure out what a customer is feeling or thinking sometimes.  You don’t have to read a customer’s mind; but try to pay attention to their facial expressions and body language. 

There are several reasons why you should try to do this:

• So you can determine what the customer wants or needs – what service or assistance are they looking for?
• When you determine how a customer is feeling, you are better able to meet their needs.
• Companies expect employees to do this.  It’s part of providing quality customer service and ensuring customer satisfaction. 

How can you determine what the customer might be feeling?

Listen to what they say. How do they sound?  What is their tone?  Look. Look at their facial expressions. Look at their body language.

	Customer Service Signs

How can you tell when a customer is satisfied (happy with the service you are providing)?  What are the signs?  What do they say or do?

How can you tell when a customer is frustrated? What are the signs?  What do they say or do?

How can you tell when a customer is confused?  What are the signs?  What do they say or do?

How can you tell when a customer is not interested in what you are selling?  How can you tell when a customer is not interested in making small talk with you?  What are the signs?  What do they say or do?

How can you tell when a customer is in a hurry?  What are the signs?  What do they say or do?