Understanding your customers means being able to provide them with better service. Knowing what they are looking for and what makes them feel safe, will set the scene for good communication, increasing the chances of sale. Read the scenario and answer the questions that follow. SCENARIO You work for Coles, as a member of the customer service team. Your manager had asked all team members to answer the following questions individually: What needs do Coles customers have? Identify 3. For each need, what process could be put in place to meet the need? For example; Need: Look up an item they can't find Process: At the customer service desk the team member can look up the item in the system and give directions to the right aisle