The Customer Service "Twist" Method

 

Over the last ten years ZENIF's theory has been developed, it brakes down the customers needs & wants into five levels that feed into repeat customers.

We have identified the following needs:

 

• The Need for INFORMATION

• The Need for ADVICE

• The Need for COMMITMENT

• The Need for SECURITY

• The Need for FULLFILLMENT

 

From these through consultation and training programmes, ZENIF can ensure your business can deliver consistently excellent customer service.

 

The Twist

 

After developing the “Needs & Wants”, the link was needed to justify the spending to meet the business “needs”.

Maslow's Hierarchy of Needs is a well established theory for human motivation and with a moment of inspiration the link was made between the Customers Needs & Wants and business Needs via Maslow's Hierarchy. The Twist was to filter the customers needs through Maslow's accepted theory and justify it's inclusion onto the business plan.

 

WHY?

 

In today's rapidly changing business environment; “what is good today is acceptable tomorrow and not acceptable in the future. Regardless of good or bad times”. Outstanding businesses are renowned for being able to predict what the customer wants and keep be the market leader.

 

If a business can focus upon its customers then it will have a completive advantage and with good business management above average profits.