Understanding customer needs and expectations
Apprenticeship: Customer Service: Understanding customer needs and expectations
What you'll learn
- 1
Imagine your friend asks for a drink. You bring them a fizzy cola 🥤, but they wanted water 🧊. You didn't listen carefully!
- 2
What's the first step to giving great customer service?
- 3
A customer walks into a café and says: 'I'm really tired and need something to wake me up.' ☕
- 4
Read each customer statement. Tap the TRUE need behind their words.
- 5
A customer says: 'I'm moving house and need to transfer my internet.' What is their main need?
- 6
Sometimes customers don't say exactly what they need — you have to ask clever questions. Try: 'What are you hoping this will do for you?' 🎤
- 7
Which question helps you understand a customer's REAL need?
Practise Understanding customer needs and expectations with Whizlo
Free AI-tutored lessons, unlimited practice questions, and progress tracking for ages 15–18. Aligned to the UK National Curriculum.