It can help you identify gaps in your customer service, and how to improve.Ĭreate a set of maps and figures that describe: service delivered by trained staff), and how successfully the service met customer expectations. review processes for hiring and recruitment.Ī service delivery flowchart will help you to examine the links between what your customers expect (e.g.rotate staff to increase their knowledge of other areas of your business.train staff in good customer service and sales skills.identify recurring issues and develop strategies to prevent them.Learn more about managing customer complaints. Poor customer service, and the perceived indifference of staff and management, is often where customer expectations are not met.Ĭustomer complaints can alert you if your business is failing to meet customer expectations. Failing to honour that promise can lead to complaints, lost sales or limited repeat business.
When a business fails to meet or manage these customer expectations, customers may be disappointed or dissatisfied.įor example, if you promote a product or service as 'high quality' or you've made an offer to a customer, this becomes a promise that they expect you to follow through on. Failing to meet or manage expectationsĬustomer expectations come from many places, including interactions with staff, promises and claims from advertising, in-store signage and your branding. In each case, the business communicates to create and manage customer expectations about the service it provides. Some businesses work well providing a 'no frills' or basic level of service, while others go beyond customer expectations to achieve a level of service to impress their customers. Tailor your level of service to suit your customers' needs. They may also refer other people to your business.Ĭonsider these elements of good customer service.įind out more about becoming a customer-focused business. Listening, understanding your customer's needs, thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression.Ī happy customer will return often and is likely to spend more. Good customer service is important for however you deal with customers-face-to-face, over the phone or online.
It may also influence their purchasing decisions.įor example, excellent customer service can lead to: The level of customer service you and your team provide contributes to the way your customers see your business.
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