SMART Service Desk Asks What Do Your Customer Expect

The baseline that your customers expect is your product or service to represent value for their money. 

Customers also expect your after-sales service to be pleasant and efficient. However, none of this will make customers loyal or cause them to tell others how good you are. They take this core service as a given. 

Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. On top of that, just 7% of those polled say that customer service experiences they have with companies typically exceed their expectations.

1. They want to feel important - They know that you have lots of other customers and clients but they just love it when you make them feel special.

2. They want to be listened to - Customers often get the impression that the person dealing with them is not really listening. You must keep working on your listening skills. Keep good eye contact with people and concentrate on what they're saying. Keep an open mind and resist the temptation to jump in with an answer. It's also important to show that you're listening.

3. Warm and friendly responses - When customers make contact with you face to face or over the telephone, they want a warm response. It can still be businesslike but you and your people need to look and sound - friendly and likeable.

4. Someone to know their name - A person’s name is one of the sweetest sounds they'll ever hear. If you use a customer's name when you talk to them, it indicates that you recognize them as an individual. 

5. Flexibility - Customers never want to hear the word "No" or "it can't be done." It's not always possible to say, "Yes" to a customer or do exactly what they want; however, it is important to be as flexible as you can. Tell customers what you can do - not what you can't.

6. Recovery - When things go wrong, customers want you to solve their problems quickly. They don't want to hear excuses or who's to blame or why it happened, they just want it fixed fast.

7. Keep Your Promises – When you make an offer or provide a solution the customer expects that whatever you promise that it will happen. Fall through with this metric and your customer’s trust maybe irrevocably broken.

Customers will often judge the quality of your service by the way you recover. They will even forgive your mistakes if you recover well.

Notice that nowhere is that they want the lowest possible price.

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SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com