Session 2 Deliver a service to customers
What are Customer Needs? Read the following article on Customer Needs. https://au.oberlo.com/blog/customer-needs Class Discussion What are Customer Needs? Do library customers have different needs to retail customers? What is the difference between physical needs and psychological needs? What could be some Physical and Psychological needs for people that visit a public library? How do we determine the needs of our Customers? Read how some Public Libraries are meeting customer needs during COVID-19 https://www.plv.org.au/about-us/victorias-public-libraries-in-the-era-of-covid-19/ Building Rapport There are a number of basic rules that apply when you are establishing rapport or a relationship with customers: The first is to show a genuine interest in the customer. Customers prefer to do business with people they like. You can gain this approval by establishing rapport, or a positive connection with a customer. Rapport can be established by: asking questions mak...