Managing Customer Expectations
Creating customer satisfaction is all about meeting or exceeding customers’ expectations.
It is therefore no surprise, that unmet expectations are the most common trigger for “difficult customers” or difficult situations. We at TSC have a Program to Manage Customer Expectations that addresses the common concerns regarding managing expectations.
A demanding customer can make ‘setting expectations’ even more challenging. For instance, you might know it’s going to take a week to get a product in, but they are adamant they need it NOW. It’s tempting to say, “It will be here in a few days,”just to take a bit of the pressure off. Needless to say, this creates an even more difficult situation when the customer calls three days later asking where their product is!
When customers like you, trust you, and believe that you’ll deliver what you promise, you have customers that will stay loyal to you, and refer you to their friends. Letting them down in any one of those areas may lead to a conflict.
Customer Expectation Management
Customer Retention
Measuring Customer Satisfaction
