Customer Service Tips: How to Improve Customer Service (Customer Service Tips Series 1) by Rosanne D'Ausilio PhD

Author:Rosanne D'Ausilio PhD [D'Ausilio PhD, Rosanne]
Language: eng
Format: mobi
Publisher: http://www.human-technologies.com
Published: 2013-04-22T14:00:00+00:00

A working formula is: Perception – Expectations = Satisfaction

Examples of expectations could be:

Reliability

Availability

Durability

Fast

Quality

Fresh

Safety

Friendly

Timeliness Knowledgeable

However, people--customers--don't buy products, they buy expectations. The best products are designed not so much to meet specifications and fulfill customer requirements, as they are to match or surpass customer expectations.

There are 2 key factor driving customer expectations:

1) No unpleasant surprises.

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