|You Needn't Be Einstein to Master Customer Service:
Formula for Business Success:
You don't have to be Einstein to realize that, relatively speaking, you must manage your customer expectations for optimal success.
Your customers are expecting. Is there a pregnant pause between their requests and your responses?
When we dial 9-1-1 we have certain expectations: that a skilled operator will answer our call quickly, speak our language, understand our emergency and dispense help expeditiously.
Similarly when we frequent a drive-through fast food restaurant we also have expectations: that we will receive our meal quickly, that it will be affordable, and we needn't leave our car to gather our food.
In both cases, when expectations are met we're satisfied. When expectations are exceeded ours is a happy meal. And when expectations aren't met, the sour taste of dissatisfaction leaves us wanting. While it's not always a life-or-death proposition, expectations matter.
A Dose of Vitamin E: Feeding Your Customers' Expectations
What about your customers? What expectations do they have about doing business with you? That you will be efficient? Get them the best price? Stand by your products and services? Anticipate their needs? The key to high satisfaction ratings comes not in meeting, but in exceeding your customers' expectations. How well you manage expectations spells the difference between leading the field and fielding leftovers.
You have ample opportunities to exceed expectations in sales:
In service situations you can exceed expectations by:
As professionals you can exceed expectations by:
Exceeding Expectations – Your E-Ticket to Success
Jet Blue isn't the only company to create a Bill of Rights for its customers. Create your own code of conduct to exceed client expectations when it comes to speed, quality, communication, fairness, recourse and responsiveness. Whether you delight, wow or woo your customers you'll be amazed at the business you will attract through combating the Vitamin-E deficiency of low expectations in the marketplace.
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