From the course: Managing Customer Expectations for Managers
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Use data to spot problems
From the course: Managing Customer Expectations for Managers
Use data to spot problems
- Many companies have access to rich customer service data. This data can be from surveys, product returns, customer contact reports, or many other sources. It can often help you find ways to adjust your service to better match customer expectations. Or you might be able to identify opportunities to better manage customer expectations. Here are just a few examples. Many companies use customer service surveys or other methods to collect feedback from their customers. This feedback can tell you what aspects of your service aren't meeting customer expectations. For example, the parking department on one college campus used their survey to discover faculty and staff were upset that it took much longer than expected to get their annual parking passes. So, they changed the process to distribute annual passes from multiple locations, so it was more convenient and took less time. The parking department also implemented a communication program to proactively manage customer expectations about…
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