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Hidden Needs of Every Customer

Published by Powered by Aspire

This video focuses on the five hidden needs of every customer and how to deliver heroic service in various industries.

Objectives

Understand the five hidden needs of every customer; Apply principles of heroic service to improve customer satisfaction

Roles

Account Manager; Sales Associate; Janitor; Receptionist; Housekeeper; Customer Support; Customer Service Representative; Customer Support Representative; Nurse; Doctor

Departments

Front Desk; Sales; Customer Service; Clinical; Environmental Services

Industries

Retail; Finance; Customer Service; Healthcare

Tags

retail; finance; customer-service

Topics

Heroic Service; Active Listening; Customer Needs

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“In 2022, our turnover was 112%... investing in people became an even bigger priority. That’s when we first started working with Pineapple Academy... our turnover is now 63%.

Our Partners watch trainings during daily standups, participate in a mentorship program, and our frontline people feel responsible for new hire growth.”

Brigitte Burke
AVP, Food and Nutrition Services

"It was almost like a lightbulb went off when I was introduced to Pineapple Academy. I was like 'Oh my goodness, this has what's been missing in the industry.

How do we support the frontline better? There's actually a solution - it's here and it's called Pineapple!'"

Josh Miller
Principal Consultant and Content Creator

"Pineapple really connects well with this younger generation - it's live action, and they can do it at their own pace.

I think that's key with the associates we're seeing that are coming in - a little bit younger and a little less experience - giving them the trust that it's okay to make a mistake and build that learning, teaching culture."

Todd Hollander
Director of Dining & Event Services

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