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The Importance of Meeting Customer Expectations (And How to Meet Them!)

  
  
  
  

dreamstime 15489720 surveyedCustomers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer's satisfaction.

However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result.

This article will delve into the importance of meeting customer expectations, as well as how to identify and meet them through your customer service.

Customer Expectations + Service Performance = Customer Satisfaction

The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers.

By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service.

Service quality is largely determined by customer's perception, which is why meeting customer expectations is an essential part of the process.

Identifying Customer Expectations

Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be. The best course of action is to take the question directly to your customer base through a variety of customer service research techniques.

Have customers complete surveys about your products and service. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better.

Common Expectations to Consider

Some of the most common and basic expectations customers have for most businesses include:

• Fast, efficient and accurate service
• High quality products at a competitive price
• Friendly, helpful service staff to provide information and answer questions
• Prompt responses to their inquiries, whether online, by phone or in person
• Sufficient stock to meet their needs without long waits
• A trained staff that can handle their questions without referring them on
• A clean facility or easy to navigate website

All of these expectations comprise the minimum of what your top-notch service should look like. Additional expectations may arise from your customer research, which you can address on an individual basis.

Benefits of Meeting Expectations

When you are able to accurately identify and adequately meet your customers' expectations, your customer service reputation will automatically be enhanced.

Some of the benefits of meeting your customers' expectations include:

• Customers that transform from first-time visitors to loyal clients
• Increased sales as customers feel more comfortable doing business with you
• More referrals from satisfied customers who bring in additional business by word of mouth

 

There is no doubt that adequately meeting customer expectations is an essential part of a robust customer service department. By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line.

- Meredith Estep

Comments

Happy customers usually become loyal customers, and refer others!
Posted @ Tuesday, December 20, 2011 9:41 AM by Kristy
A well trained staff makes every customer feel like your company is well prepared to take care of them.
Posted @ Tuesday, December 20, 2011 9:43 AM by Al
It is also important to exceed expectations and not just meet them! Find ways to go above and beyond for your customers!
Posted @ Tuesday, December 20, 2011 10:04 AM by Keri
Getting feedback by using a survey is a great way to know how you are doing in meeting your Customer's needs.
Posted @ Tuesday, December 20, 2011 10:50 AM by Lisa
A happy customer will refer you to others! Investing in your Customer Service Team is a great way to grow your business!
Posted @ Tuesday, December 20, 2011 12:52 PM by Amanda
It is usually never an "accident" when excellent customer service is provided. Customer service that surpasses expectation is always intentional!
Posted @ Tuesday, December 20, 2011 1:20 PM by Stacy
Meeting customer expectations is something that a business should strive to accomplish! Provide fast, correct, friendly and helpful service and you will see that majority of your customer expectations are fulfilled!
Posted @ Tuesday, December 20, 2011 1:24 PM by Jenny
Treat and train your employees well and the enthusiasm will overflow into the customers. A customer needs to know you are listening, helping and acknowledging their need.
Posted @ Tuesday, December 20, 2011 3:42 PM by Jennifer
Accurately identifying and exceeding customer expectations is extremely important.
Posted @ Tuesday, December 27, 2011 10:07 AM by Jenny Winkler
i rea\lly like this website i will recomend it to all my friends
Posted @ Wednesday, November 21, 2012 3:42 AM by thomas batchelor
this site is Fast, efficient and accurate
Posted @ Friday, March 01, 2013 7:38 AM by Kate Easby
This site helped me understand how businesses indentify customers needs.
Posted @ Friday, March 01, 2013 7:39 AM by Rebecca Stevens
Great website
Posted @ Friday, March 01, 2013 7:53 AM by Jess Rogerson
The topic have opened my mind much into the issue of customers and every day from now I will practice these into my work place.
Posted @ Thursday, March 14, 2013 12:25 AM by Lugano Kyonde
This website has helped me
Posted @ Monday, June 03, 2013 3:41 AM by bo
this has helped me to produce my questionaire
Posted @ Monday, June 03, 2013 4:21 AM by rawr
I have learnt a lot from the website for my research-meeting customer demands in public projects 
Posted @ Friday, April 18, 2014 8:44 AM by Ombogo
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