Enhancing Customer Service by Understanding Customer Needs

Hi all, I’ve been in customer service for a few years, but I’ve noticed I could do more to really understand what the customer wants. It seems like there’s always room for improvement when it comes to personalizing responses or service offerings. I’ve read about using customer data to gain insights but I’m not sure where to start. Does anyone have any tips or advice on how to dig deeper into customer behavior and improve personalization?