Expectations and the meaning of excellence
What gets in the way of outstanding Customer Service
Building the Bridge between Customer Satisfaction and Employee Well-Being
What is exactly required to serve the customer
What employees need to deliver legendary customer service.
Therefore, you set the expectation, you deliver on your promise, and you follow up to complete the transaction with a smile, a handshake and you do whatever you need to do to keep your customer and make them feel important, special, and satisfied.
From the intensive research we have conducted over the years surveying and tracking the companies we can tell you with conviction that customers want:
To have their expectations met or exceeded which means that they want
To know they’ve been heard, respected, and cared for
To know that someone who represents the company cares about them
To know that someone is committed to their needs being met
“An expectation is that which is anticipated based on past experiences, determined by needs and wants in the current situation. Expectations provide ideas and images of intended, probable, and desired outcomes.”
So for instance, if you have always been greeted at the gym with a smile you will have the expectation of friendliness. If you are met with disregard or surliness your expectations will unfulfilled. If you have always had to fend for yourself in the home improvement store, and a helpful and informed employee approaches you with interest and support, your expectations will surely be exceeded. If you ask for a small bottle of water on an airline flight, and one time you are met with a warm, affirmative response and another time you are met with a “No, that is not our policy,” you will be confused, disgruntled, and possibly determined to get your needs met because you feel entitled. When you enter a hotel, every moment counts. Whether the valet greets you, how the bellmen addresses you, if the front desk manager smiles, locates your reservation, and shows their pleasure welcoming you to the property, each contact creates an overall impression.
If you want this impression to be positive, you want to ensure that all on your team are aligned with the same message, energy, and responsiveness. In order to do this you must know your vision, communicate your message, and constantly monitor to ensure that everyone remembers why they are there every single day.
The meaning of Excellence in customer service requires that the employee who deals directly with the customer is:
Conscious of the customer’s expectations
He anticipates problems
She is resource aware
He is responsive in a timely manner
She is authority sensitive
He is empowered with solutions
She has an alliance attitude
He cares about the employee, the company, the interaction, and the potential outcome of the current situation in the short and long term
Components of Customer Service
making a difference
feeling valued for a job well done, and
being compensated for exceeding expectations, you need to ensure that at least two out of the three are available for all employees to experience.
Ensuring legendary customer service is not rocket science, but it is behavioral science. If you are to make sure this happens, it starts with one committed person. Then it spreads to those nearby, and ultimately you want it to become a positive viral epidemic of unlimited possibilities.
Remember this: When you live the principles of outstanding customer service, you create Moments that Matter so that your customers will never forget! Make these moments magical. Satisfaction is in your hands!
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