Managing expectations begins with knowing what the customer will expect. To help you with your current (and future) customer base, we have listed 14 key points to help you and your employees.
The 14 Things Customers Expect Are:
1. Respect
2. Knowledgeable Help
3. Competent, Efficient Service
4. Friendliness
5. Anticipation Of Needs
6. To Be Kept Informed
7. Follow-Through
8. Honesty
9. To Be Informed Of The Options
10. Not To Be Passed Around
11. Professional Service
12. Empathy
13. Dedicated Attention
14. To Be Taken Seriously
While it would be difficult to deliver all of the above along with perfect service, rest assured this is not always necessary. For example, if your delivery is going to be late, a customer will most likely overlook this as long as they are informed of the delay in a timely manner, apologized to for the inconvenience and updated when the status changes. This may be enough to satisfy some customers, but others will require additional coddling. That said, it is good to anticipate their needs by listening to how the customer is reacting to the bad news and asking the right questions so that you can offer the appropriate solution. Being creative (especially with how you position things) allows you to think outside the box and come up with a solution that works for both your company and the customer.
Summary: How a customer perceives your customer service is the reality for them. Try to step back and look at how your customer perceives your customer service. You may also want to consider sending out customer satisfaction surveys (they can be a revenue generator as well by asking them about other services your business can offer them). Knowing what customers expect is the first step in providing exceptional customer service and effectively managing customer's expectations.
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