Customer Service--customer Satisifaction Vs. Delighted Customer
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The article "Customer Service--Customer Satisifaction vs. DELIGHTED Customer" is about customer service, it has been written by Alan Boyer.
This may seem somewhat simplistic, but I guess we need to clearly define what we mean by customer satisfaction.Customer satisfaction is meeting…..Or exceeding the expectations of the customer.We often guess of customer satisfaction as a rather linaer process….The more effort we put into it the more satisfied a customer is.
That just isn’t so.Let’s break customer expectations up into two categories:
Expected--Things the customer expects
Unexpected--Things the customer doesn’t even know exist, but would be excited to find them unexpectedly delivered.If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfotrable or just satisfied when he finally gets it. In other words, in that case “satisfied” is sort of “the customer is OK with it.” That is alomst a non event.The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….Which is “middle of the road,” “average.”People expect their expectations to be delivered, therefore you're average, you're OK, just so-so, when you achieve their expectations.Now let’s look at the unexpected.
When a customer doesn’t get something he’s not expecting, for he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start delivering something totally uenxpected you’ll start “delighting” the customer and that’s when you can outshine your competitors, when you’ll get lots of customers talking about you in a good way and giving referrals.To summarize:
1)Expected--You always have to deliver the expected, all of the way. That makes you “acceptable” and OK.2) Unexpected--But when you can find something the customer would value and appreciate, but he isn’t expecting it, at that moment you’ll have a “delighted” customer.
So try to find that and deliver the unexpected all of the time.What happens when you delievr the “unexpected.” For a while you’ll be on the top of his list. As soon as your competitors notice and they strat doing it…guess what. It’ll become expected.Keep searching for the unexpected and being ahead of the crowd and your competition.Alan Boyer, President/CEO of The Leader’s Perspective, LLC provides Customer Service Training that will help your employees meet expectations all of the time, and find those things that will DELIGHT your customers.Working with your employees to develop measurable resutls that will cause customers to beg to come back.The Leader's PerspectiveHelping people and companies worldwide reach further than they EVER thought possible....FASTERhttp://www.Leaders-perspective.Com
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Customer Service--Customer Satisifaction vs. DELIGHTED Customer
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