From the course: Customer Service Foundations

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Managing expectations

Managing expectations

From the course: Customer Service Foundations

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Managing expectations

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- Service failures occur when a customer receives an unpleasant surprise. For instance, if a customer orders a pizza for delivery and they're told it will take 30 minutes to arrive, they might become anxious or frustrated if 45 minutes go by and they still don't have their pizza. Some of these problems are outside of your control. Late deliveries, defective products, or billing errors might all be caused by mistakes or accidents in other departments. Other unpleasant surprises happen because customers' expectations are simply in the wrong place. You can help customers avoid these moments of misery when you take advantage of opportunities to set appropriate expectations. I'd like to share a few tips for recognizing these opportunities and helping your customers avoid unpleasant surprises. Are new customers surprised by something unique or unusual your company does? If so, take a moment to explain the ropes so they know…

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