Customer Expectations Essay
For what is a customer expectation, is the belief about the service or delivery that serves as standards or reference against which performance is judged or not satisfactory to a customer. Due to customers who seem too compare their perceptions beliefs on performance when evaluating or judging someone’s service, customer expectations which are a critical role to services in general in everyday life. The customer aspect is the first most critical step in delivering good quality service(s) to any customer(s). Being wrong can also mean loss of useful gained money, loss of time, loss of communication, and other loss resources on things that should acquire to the customer service itself. Among the many expectations that need to be studied more and understood for successful customer services must be first reviewed into the customer(s) aspects themselves to better understand their needs and or beliefs for services.
The act of providing good customer service used to be as simple as being helpful and friendly to customers and handling the occasional phone call or visit from an upset or dissatisfied customer(s). While keeping customers satisfied is still the primary reason for providing good customer service, new technology has completely transformed the ways businesses handle customers. Since in the early 20th century, customers might have been greeted with a smile, but they generally received poor treatment if there was a problem with an item. It was difficult for customers & replied products during this time, even if the item was defective. An independent store owner did not handle such issues and would often refer the customer to the product 's manufacturer. As telephones became increasingly popular in the ...
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...e didn’t get to cash there check on time, someone was short on their bill(s), or someone not having it their way they can possibly react in a negative position with whoever is attending to him/ her. The best way to react to a disturbed or upset customer is to give empathy, attention, feel sorry, & see a best fit way to satisfy the customer(s) needs in any way possible to satisfy them in general. In my opinion an effective way to satisfy an upsetting customer is too comply with any given demands or concerns they may have in mind but, depends on the work environment you’re in, if its food, retail, accounting there are several possibilities to get around their issue(s).
-Lucas W. Robert Customer Service 6th Edition Skills for Success MC Graw Hill Educational Customer Service Book
-https://www.linkedin.com/pulse/dealing-difficult-customers-restaurant-johnson-o-j-arumona
As you can see from the points above it is vital to give good customer
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Outstanding Customer Service shall define our business and we shall strive for 100% customer satisfaction.When customer talk we listen therefore we shall strategically align our business based on the customers voice
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
In our business world we have to provide quality atmosphere service to our customers. The purpose for this introduction is to explain how we treat our internal and external customers in order to provide satisfaction. The base of this executive summary will be on where we work at with our current employer or former.
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Customer service is a critical aspect of doing business for many organizations. This is where the consumer has contact with the organization, and if they feel like a problem or an outsider, their view of the organization will likely be diminished. Professional customer service workers will understand the process of responsive listening, a process that works to show the listener both hears and cares about what is being said (Stern, 1997). In addition to communication skills, customer service professionals need to be trained in conflict resolution. Customer service employees are the face of an organization, and having the ability to have consumers walk away satisfied, while remaining
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
In summary, as a customer representative, I have been in unpleasant situations that have required me to calm irate customers. I’ve discovered first hand, that an apology is worth a thousand words; from experience, I understand the impact of being a great listener, especially when dealing with irate customers. However, we know that providing great customer service doesn’t end with apologizing, or being a tentative listener. It is our duty as CSR’s to go above and beyond providing customer satisfaction. We must show our customers that we value and appreciate their services, by providing them with the value of service they will appreciate. In the process we will gain loyal customers, prevent customer defections and generate free advertising by word-of mouth.
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .
Finding techniques to help you deal with that difficult customers is just part of running a successful and effective company or business today. By utilizing these techniques a company or business is able to turn a bad customer or difficult customer service situation into an opportunity to improve your business. These techniques by Fox Small Business Center include listening, building rapport through empathy, lowering your voice, assume you have an audience, knowing when to give in, don’t get angry, never take it personally, follow up and remember that your interacting with a human.