TIPS ON CUSTOMER’S EXPECTATIONS

Generally speaking, Customers want to be treated fairly and courteously. Here are some other essential qualities that they look for in a service experience

Courtesy

This sounds basic, but many customers have been lost due to rude service people. As an individual involved in customer contact, it’s important for you to leave your problems and your bad moods at the door, bringing them to work only creates more problems. When a customer walks into your business environment or calls you on the telephone, he wants to feel welcome; this involves greeting him enthusiastically, making him feel important and being helpful

Prompt attention

Nobody likes to wait or feel as though they are being ignored. If a customer is left “cooling his heels” while the customer service employee chats with co-workers or attends to other non-customer related details, the customer feels unimportant. If you are busy when a customer walks up simply look up, smile and say, “I will be with you in just a minute”

Reliability

Customers want their shopping experience to be as hassle-free as possible. They want to know that when they walk into your company, they will find what they want or get an answer to their question. They also expect that, if you make a promise, you will keep it. And, if you are unable to, you will let them know ahead of time so they won’t be inconvenienced.

Personal attention

No one likes to feel like a number. And, with today’s technology, that can sometimes be a problem. We all like personal attention, it makes us feel important and that makes us feel good. As a customer service employee, you can show a customer personal attention by addressing him by his name and by discussing with him at length what he needs.

Responsiveness

Customers like to feel as though their business is appreciated. And that’s exactly what a customer service employee tells customers when he responds to their needs enthusiastically. If a customer is ignored, he feels as though his business is not appreciated, and he will take it elsewhere.

Knowledgeable Staff

Customer’s expects the service employees to be knowledgeable about the products they are selling. In today’s high technology and deregulated industries, customers must rely on service employees to help them make their choices.

Empathy

Customers want to be understood. This is practically true when there’s a problem. If the customer service employee acts as though he could care less, the customer will leave feeling that the company doesn’t care about its customers. When a customer explains a problem he is having, respond by saying, “I understand why you might feel that way…”