The Impact of Customer Expectations on Customer Service

The Impact of Customer Expectations on Customer ServiceCustomers come to you and your organization expecting that certain things will occur in regard to the products and services they desire. If you and other customer service representatives or employees fail to deliver them, your customers can easily desert to a brick and mortar or online competitor.

If you pay attention to your customers and strive for excellent customer service, you increase the chance that customer and brand loyalty will more likely result.

Typical customer expectations include one or more of the following things when they patronize an organization:

Expectations Related to People

  • Friendly, knowledgeable service providers.
  • Respect (to be treated like they are intelligent).
  • Empathy (to have feelings and emotions be recognized).
  • Courtesy (to be recognized as “the customer” and as someone who is important to you and your organization).
  • Equity (not to feel that one individual or group gets preferential benefits or treatment over another).

 Expectations Related to Products and Services

  • Ease of accessibility.
  • Availablity of products and services (no lengthy delays).
  • Reasonable and competitive pricing.
  • Products and services that adequately address needs.
  • Quality (appropriate value for money and time invested).
  • Ease of use.
  • Safety (warranty available and product free of defects that might cause physical injury)
  • State-of-the-art products and service delivery.
  • Easy-to-understand instructions (and follow-up assistance availability).
  • Ease of return or exchange (flexible policies that provide alternatives depending on the situation).
  • Appropriate and expedient problem resolution.
  • Restitution for inconvenience, damage or loss.

For proven strategies for meeting customer needs, wants and expectations and for creating a customer-centric organization, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative.

About admin

Bob Lucas has been a trainer, presenter and adult educator for over four decades. He who has written hundreds of articles on training, writing, self-publishing and workplace learning skills and issues. He is also an award-winning author who has written thirty-three books on topics such as, customer service, brain based learning and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.
This entry was posted in brand loyalty, customer appreciation, customer centric, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, service culture and tagged , , . Bookmark the permalink.