How should I respond to an initial request, problem, or issue presented by my customer?

Summary

When your customer presents you with a particular request or problem, how do you respond? One of the most constructive and useful actions you can take is to conduct an initial situation assessment by asking a few probing questions. But what are the best questions to ask in any particular case?


Audio Tip

This interactive advisor can be used to prep for a situation assessment. Simply identify the customer's initial request, problem or issue and it will suggest useful questions and follow-up probes, and what to listen for. Choose the best ones to learn more about the underlying need, explore possible causes and explanations, and clarify expectations. So whether your customer's concern is about business strategy, change, team effectiveness, morale, leadership, or another topic, this advisor can help you prepare for those all-important initial conversations!

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