Consumer Expectations For Customer Service Don’t Match What Companies Deliver
Customers want an accurate, relevant, and complete answer to their question upon first contact, so they can get back to what they were doing before the issue arose.
We as companies set the expectations that consumers will have about our products and services. It is essential that we map these expectation s to the service delivery provided. Gaps and variance to expectations creates disappointment, disillusionment and fear that they have mis-judged the company. Fear and angst should not be what we are striving to achieve.
How well aligned is your service delivery to the expectations of your customers?
#custserv #custexp #callcenter
The Bottom Line: We need to ensure that our customer service and customer experience delivery is aligned with our customers expectations. Click to read more on this topic