SIX BASIC CUSTOMER NEEDS

 Friendliness  Greet customer politely and courteously

The most basic need of all and is
usually associated with being
greeted politely and courteously.

 Understanding and Empathy  Acknowledge the problem or question without

Customers need to feel that their criticism or judgment
circumstances and feelings are
appreciated and understood by
the service person without
criticism or judgment.

 Fairness  Treat all customers equally

All customers want to be treated
fairly.

 Control  All customers want to feel they have an impact on the

Control represents the customer’s way things turn out
need to feel as if they have an
impact on the way things turn out.

 Options and Alternatives  Customers need to feel there are other avenues
Provide the customer with other available
available avenues to get what
they want accomplished.

 Information  Educate customers on policies and procedures they

Customers need and want to be will encounter doing business with you. Set realistic
informed about products, policies expectations.
and procedures they encounter
when doing business with you.

NMSU Customer Service