From the course: Quality Standards in Customer Service
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Customer expectations of service delivery
From the course: Quality Standards in Customer Service
Customer expectations of service delivery
- Service quality is defined in terms of the customer's perception of how well your services meet his or her expectations. Simple, right? But wait, aren't expectations always changing? What do customers expect? Let's take a look here. First, and no surprise, I'm sure, customer expectations are always evolving. Service innovations from any organization raise the bar for everybody. This can seem like a daunting challenge for those of us designing and managing customer services. The good news is identifying customer expectations is not the hit-or-miss guesswork it might appear to be. The International Customer Management Institute, ICMI, has found there are 10 expectations customers have of service interactions. They include, in no specific order, be accessible in the channels I prefer, treat me courteously, be responsive to and anticipate what I need and want, do what I ask promptly, provide well-trained and informed employees, tell me what to expect, meet your commitments and keep your…
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