From the course: Customer Service Strategy
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Identify customer expectations
From the course: Customer Service Strategy
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, of course, and sometimes very quickly, the reason is innovation. The experiences that customers have with any organization, not just yours or others in your industry, shape their perceptions. Fortunately, identifying expectations is not the hit or miss guesswork 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 in the channels I need and prefer. Treat me courteously, be responsive to and anticipate what I need and want. Provide well-trained and informed employees. Do it right the first time and others. What is changing, of course, is what these expectations mean. Accessibility is an example for many organizations…
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