How Important Are Customer Expectations

Customer expectations are very important because depending on their satisfaction, they are more likely to return for service or refer other customers. The company needs knowledge if satisfaction is rising and which are the areas in which customers are satisfied so the company can continue with that same service. There needs to be an observation when customer's satisfaction level is changing since it affects their expectations and or perceptions. Constant diligence in observing your customers' environment and your own can affect their satisfaction level. A good way to exceed service quality to switch from service provider mentality to being the customers. Observe what would be your expectations as a customer. For the most part, customer will not demand service that is in executable, it is usually reasonable. Customers like to be treated with courtesy, appreciation and listened to as well. Customer service includes not only how the customer is treated, it is the entire process of obtaining the product and after the product has been purchase. Acknowledgement of voicemail and service request is a very important factor. Customers many times have questions on the product, it is essential for them to obtain correct responses and together with friendliness and dedicated attention. Due to the economic status of this nation there has been many jobs positions that has been made to the minimum amount of employees needed. Customers do not like to wait for service, therefore, once they receive service it should be the best quality to make them feel it was worth the time they waited to obtain the service. ttp://www. nkarten. com/mce. html The company also needs knowledge in the areas in which the customers are not satisfied, they need to track and cout the frequency of complaints and if they are the same or similar complaints. Company may opt to send periodically Mystery Shoppers. A survey to customers is a good idea because it give them the opportunity to express their experience and also to make suggestions. When Customer satisfact ion has been met or exceeded, it leads to company loyalty and product repurchase. Customer should be inform about changes made as the direct result of listening to their needs. All survey of customer service should be made available to all employees to make them aware of the positive and negative feedback and changes could be made accordingly. Quality measure should both be made internal and external. Customer service should be such that it exceeds that of competitors. Proper training to employees should be given so they can provide excellent customer service. The company should also look for ways for the employees to be happy with their employment, so they can offer unique happiness as they perform their duties. Many times if employees encounter work problems such as conflicts with their superiors, coworkers and or disappointed because they would like to have the opportunity to advance professionally, this does affect their performance in a negative way. Employees needs must be met, company have to communicate with them as they have to with their customers. Problems at work has to be approach and resolve. http://www.qualitydigest.com/sept00/html/satisfaction.html