Monday, January 10, 2005


When you have an expectation, no matter what it is you would like it to be met. In business this is even more important. I've learned via previous experiences that setting the expectation of a customer is one of the most important things you can do in relation to the entire customer experience that a company can provide.

Of course, meeting the expectations of a customer is good, but beating them is even better. The problem is that most of the time no expectation is set by a company and even when it is, sometimes it is broken. In this situation, depending on the circumstances it may be more appropriate not to set any expectations rather than set some and then fail to meet them. Aiming to beat what a customer expects by over providing is the key. More often than not I find that my expectations, although usually clear, are not met.

One of the worst things a company can do is agree something with a customer and then fail to deliver. Something as simple as being told you will get a call back shortly & then not receiving one is something I find annoying and I also find that it happens to me quite a lot. I've had banks do it & various other companies. I have no problems in saying great things about companies who can deliver a good service but generally when people experience good things with a company then don't always talk about it.

When someone has a bad experience with a company they will talk. I know I usually do. It's just how the system works. Due to the technical customer facing roles I've worked in, I have learnt a lot about the whole customer relationship topic and because of this I probably notice issues more than a standard consumer might.

Due to the recent bad experiences I've had with a number of companies, some not even responding to comlpaint letters, I've come to a number of conclusions. The bottom line is a lot of companies need to get their acts together because the customer service provided is definately not what it should be & being able to provide a half decent service is not really a hard thing to achieve, even when the company is large and has a lot of customers, they are all as important as each other but with some companies they don't have this view towards their customer base.

Post ID: 627, posted by jase at 10:38 PM
Permalink | TrackBack ID: 600, (53) | Category: Misc | Google Search
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