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Hi Reader,

How can you tell a customer is lost, even if they don't say it?

You probably notice a confused look on their face. They might walk slowly while looking around, as if they're trying to find something.

That's an example of this week's tip.

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Look for service cues

Listening alone is sometimes not enough to understand your customers. Sometimes, we need to pay attention to their service cues.

Service cues are unspoken customer needs.

They're often found in the specific words a customer chooses, their tone of voice, their body language, and their actions.

Here are three things to pay attention to:

1. Tone: What emotions does their tone convey?
2. Word choice: Do the words they use have hidden meanings?
3. Body language: What messages is their body language sending?

Listen and observe your customer carefully to spot subtle service cues.

For example, let's say you ask a customer "How is everything?"

They use a hesitant tone to reply with, "It's okay," and they aren't smiling while they say it.

The customer is really communicating that things aren't okay, but perhaps they don't think the issue is worth mentioning or they aren't sure you'll care.

If you notice that service cue, you'll have a chance to learn what's wrong and hopefully find a way to solve the issue.
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​Bonus Info: Service cues can reveal opportunities to go the extra mile. LinkedIn Learning subscribers can see an example in this short video.

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Featured course: Serving Internal Customers

Your coworkers are customers, too. My LinkedIn Learning course provides skills and techniques for excelling at internal customer service.

Use them to become a go-to employee on your team.

More than 56,000 people have taken the course. It's included with your LinkedIn Learning subscription.

Take the course: Serving Internal Customers​

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Have a great week!
Jeff
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Jeff Toister
The Service Culture Guide
619-955-7946
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