One of the most powerful yet least understood tools a customer service representative has at his or her disposal is the power to create, shape and control a customer’s perceptions. This is done through the sum total of statements made to customers and the actual words and language used. The customer then mentally forms expectations based upon these perceptions.
Every customer has ideas and expectations of what constitutes good service. Salespeople, advertising, the company’s image and a host of other factors create these expectations. These perceptions and expectations often remain unspoken or hidden throughout the sale and even during the actual delivery and use of a product or service. A service representative can deliver each of the specific items ordered by a customer only to be told it was not what they expected. Rather than developing a positive customer relationship through the delivery of value, the company is wasting valuable time and resources in damage-control mode. The burden is now on the representative to backtrack in order to satisfy the previously not communicated—and, in fact, often unrealistic—expectations created in the sales process.
Identifying & Meeting Customer Expectations presents strategies and techniques to Identify and meet customer expectations. It helps customer service representatives to ensure that customer expectations are properly defined, so customers know what they can realistically require from your company in terms of value and service.
Its unique advantage is to educate your employees to learn the specific strategies and techniques to identify customers’ expectations and communicate what your company can realistically deliver, correcting any misunderstanding and ensuring that the value they purchased from your company will be delivered. By properly framing the customers’ expectations, employees can take the actions to meet and exceed them, ensuring customer satisfaction and retention.
Problems Identifying & Meeting Customer Expectations Addresses
What is it worth to you if you could solve one or more of the following problems?
- Either you or your customer service representatives fail to define their customer’s expectations
- Either you or your customer service representatives are incapable of defining and delivering value to their customers
- Either you or your customer service representatives are unable to define their customer’s needs
- Either you or your customer service representatives fail to follow-up on promises and commitments made to their customers
- Either you or your customer service representatives are unable to establish trust with customers
- Either you or your customer service representatives fail to adequately response to their customer’s requests
What You Will Learn
Identifying & Meeting Customer Expectations will teach you:
- The role of perception and expectations in customer service
- How to identify customer expectations
- How to manage customer expectations
- How to meet and exceed customer expectations
- How to define and deliver value to the customer
- How to assure customer satisfaction