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RECENT
ARTICLES
I
have twice been interviewed for advice:
Preparing
for peak periods – Call Centre Helper Magazine
Exceeding
Expectations - Call Centre Helper Magazine
Further
thoughts on customer expectations:
In response to
the question “What is the most
effective method of exceeding a customer's expectations?”
The most important thing is to
ensure that customer expectations are managed BEFORE the customer experience,
start by having a customer service strategy and setting out a "customer
promise". We detail this in the International Customer Service Standard.
For example, I have heard of a customer complaining
that an email was not responded to within 24 hours. The client had not laid out
a specific email policy, so we looked at that, and stated on his website that
all emails would be responded to between 7 to 10 working days. Internally we
set up a process to do that in 3 working days.
Result - customers expect 7 days, while responses
within 7 days exceed expectations. Any unusual delays are still within the
promise and so avoid disappointment.
All businesses should examine their "customer
promise" and ensure that to the greatest extent possible they are managing
their customers' expectations BEFORE the customer has an opportunity to form
their own expectations.
It is not possible to manage expecations after the
experience has been delivered, (although there are a few managers who still
misunderstand the difference between this and a service recovery).
Contact me in the first
instance at:
Call:
Tel: +44 (0) 1440 781606 Mobile: +44 (0) 774 973 4173
December 2010
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