Customer Service Idea Bank > Exceeding Expectations > Avoid Assumptions
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We tend to stop listening as soon as we start assuming. It's easy to assume you know what a customer is asking for if you've encountered a similar situation many times in the past. The danger is that your customer may want something just a little different.
You can avoid assumptions by listening intently and trying to understand what each individual customer needs. Once you know what they need you can find ways to exceed their expectations.
Last updated on January 25, 2010 by Jeff Toister
