From the course: Customer Service Strategy (2018)
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Identify customer expectations
From the course: Customer Service Strategy (2018)
Identify customer expectations
- Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Let's explore that topic here. Customer expectations evolve and sometimes very quickly. The reason is innovation. The experiences that customers have with any organization, not just yours or others in the industry, shape their perceptions. Fortunately, identifying expectations is not the hit or miss guess work it might seem to be. The International Customer Management Institute, ICMI, has identified 10 expectations customers have of service interactions. They include things like, be accessible on the channels I prefer, treat me courteously, be responsive to and anticipate what I need and want, provide well trained and informed employees, and do it right the first time. What is changing, of course, is what these expectations mean. Accessibility is an example. For many organizations, even say a small retail…
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