Learn about the key reason that customer expectations evolve and change. Identify the 10 overarching expectations customers have of service interactions, as well as expectations for tangibles when service is delivered in person. Take inventory of your customers' expectations and how they shape quality standards.
- Service quality is defined in terms…of the customer's perception of how well…your service meets his or her expectations.…Simple, right?…Wait a minute, aren't expectations always changing?…What do customers expect?…Let's explore the answers to these questions here.…What's the primary reason…that customer expectations evolve and change?…Maybe the answer is obvious,…but in a nutshell, it's innovation.…While customers initially appreciate better services,…they quickly get used to, expect,…and even demand them.…
The experiences that customers have…with any organization, not just yours…or others in your industry, shape their perceptions.…So service innovations from any organization…raise the bar for everybody.…Organizations that wish to remain competitive…must continually revisit what good service is…and what it means.…For customers, this is a virtuous cycle.…Bring it on!…For those of us designing and managing customer service,…it can seem like a daunting challenge.…The good news is, identifying customer expectations…
Watch and learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement. Brad Cleveland divides the lessons into three chapters, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees.
- Defining quality
- Ensuring standards count
- Measuring individual performance
- Coaching customer service professionals
- Creating quality standards for the service organization