Imagine an online clothing store has a mix-up in the warehouse and accidentally ships the wrong color item to three different customers. So customers could have the same experience and still rate it differently. Now one challenge is customers often have different expectations. You could try using their name, engaging in a little light conversation, or offering a genuine and sincere compliment. So if your customer expects you to be friendly, you might find a way to go beyond that by making your service more personal. Outstanding customer service is service that exceeds your customer's expectations. You'd definitely notice if you walked into a room, turn on the light switch and the lights did not come on. Unlike good service, poor service is memorable because we tend to remember things that are different than what we expect. Poor service occurs when the experience is worse than the customer expected, such as being rude when a customer expects you to be friendly. It's what happens most of the time, but it's not very memorable. You probably won't give it a second thought when the lights come on. Imagine you walk into a room and turn on the lights. The challenge with good service is it's not very memorable. For example, if your customer expects you to be friendly, and you're friendly, then you'll have provided good service. Good service occurs when a customer's expectations are met. To help explain this a bit more, it's helpful to look at the differences between good, poor, and outstanding service. That's why I've come up with a universal definition that can be applied to any situation. I often get very different answers when I ask people to define outstanding customer service.
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