Meeting customer expectations

Meeting customer expectations

Understanding Customer Expectations

• Recognize that customer expectations are the standards they set for your service or product.
• Note that expectations are shaped by past experiences, needs, wants, and market norms.
• Understand that meeting expectations is the basic level of customer service expected by customers.
• Remember that consumer trends, competition, and technological advances can change customer expectations.

Identifying Customer Expectations

• Utilize customer feedback, surveys, and reviews to understand customer expectations.
• Practice active listening and empathy; ask the customer for their expectations if possible.
• Analyse market research and competitor strategies to anticipate what customers might expect.
• Pay attention to complaints and suggestions as they can reveal unmet expectations.

Delivering to Customer Expectations

• Focus on service or product quality, ensuring it meets stated standards and promises.
• Ensure reliability, by delivering services consistently and accurately.
• Show responsiveness by promptly addressing customer enquiries or complaints.
• Value the importance of professionalism, treating every customer respectfully and ethically.
• Understand the role of empathy, showing customers that you care about their needs and satisfaction.

Exceeding Customer Expectations

• Exceeding expectations means going beyond what customers expect from you.
• Make personal connections to surprise and delight customers.
• Provide additional value or added bonuses that weren’t expected.
• Respond to problems with outstanding problem-solving approaches.
• Make efforts to constantly improve and innovate your service or product.

Managing Failed Expectations

• When expectations aren’t met, act quickly to resolve the issue.
• Apologise sincerely when service or product falls short.
• Offer a suitable resolution such as a refund, replacement, or compensation.
• Use this feedback to improve future operations and prevent the same mistakes.
• Follow up to ensure customers are satisfied with the resolution and regain their trust.

Improving Performance

• Continuously analyse and update your understanding of customer expectations.
• Include meeting customer expectations as part of employee training programmes.
• Implement a quality management system that regularly reviews customer service.
• Use feedback for service improvement and to create new targets or goals.
• Foster a customer-centric culture that values exceeding customer expectations.