How should I respond to an initial request, problem or issue presented by my customer? - Sample
If you describe the way your customer presented a request, problem or issue to you . . .
We will provide you with the best questions to ask your customer in order to:
- Learn about the underlying need,
- Explore possible causes and explanations, and
- Clarify expectations.
For each question we will also tell you why you should ask it and what to look for when your customer responds.
When your customer presents you with a request, problem or issue you should always ask at least a few probing questions. Sometimes you may only have a few minutes to conduct this preliminary "situation assessment," so you'll need to ask the best questions possible. If you want advice about the best questions to ask in response to a specific customer request or concern, please continue.
Tip
You can also learn more about effective situation assessments by
visiting Conducting a Situation Assessment.
ADVISOR
Even if you only know your customer's general area of concern, you can use this advisor to help prepare for an upcoming meeting or phone call by examining a few of the most commonly voiced requests and problems within that general area.
When you are ready, click continue at the bottom of the page.
