Describe basic customer needs.

Description should include

  • comfort
  • control
  • empathy/understanding
  • fairness
  • options
  • information
  • satisfaction (e.g., quality, convenience).

Process/Skill Questions:

  • How do customers generally expect to be treated by a company employee?
  • How can an employee help a customer communicate needs more effectively?
  • How might the employee benefit from the ability to properly identify customer needs?
  • What factors affect how an employee makes a decision concerning a customer need?