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Customer Needs and Expectations
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If you don’t know what your customers want, you will not produce what the market requires.
Think about the following:
When I'm a Customer, I Want...
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To be taken seriously Knowledgeable help Competent, efficient service Friendliness Anticipation of my needs To be kept informed Explanations in my terms Follow-through Basic courtesies |
Honesty To be informed of the options Feedback Not to be passed around Professional service To be listened to (and heard) Empathy Dedicated attention Respect |
Customers have different needs depending on the service or product that they require and thus each business will have customers with different needs.
See how your customer service standards rate against the list of key customer expectations published by the Incoming Calls Management Institute (ICMI).
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Click here to learn more about customer expectations.