Customer Service and Customers’ Expectations understanding.
Effective customer service and high customer satisfaction always begin with the identification of customers’ expectations. You must be familiar with your customers: who are they and what are their needs?
When assessing customer satisfaction levels, organisations commonly ask the customers about their products and services and whether those items or services have met or surpassed expectations. This is essential for measuring customers’ satisfaction levels.
Customer expectations have direct effects on customer satisfaction and also influence customer loyalty and their purchasing options. A customer whose expectations are not fulfilled will doubt your ability to deliver a standard service. He/she will never purchase anything else from you. On the other hand, if you provide a service that goes beyond the customers’ expectations, they will surely return to purchase from you again, and they will tell all their friends and acquaintances about their experience.
It is essential for organisations to manage customer satisfaction effectively. In order to do so, organisations require an effective approach to measure satisfaction levels, and customer expectation is the best approach to this.
This unit describes how to understand your customers, including their needs and expectations. It explores various types of customers’ personalities and the on-going benefits of meeting customers’ expectations.
The content covers several key topics, including knowing what consumers want, common expectations to consider, identifying customer expectations, and listening, questioning and confirming.
You will discover the means to identify the customers’ needs and learn how your behaviour helps to influence customers’ emotional energy.