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UNIT 4: MANAGE CUSTOMER EXPECTATION, Easy to spot. (e.g., Food,…

About how the product, service & organization makes the customer feel.

(e.g., Fair price, good service, good product & feeling valued.)

Customers return & recommend people around them to patronize the store too.

If experience is positive, customers will likely return & influence.

Interaction between the customer & customer-service provider where the customer forms an impression on the company’s brand/product.

Happens through personal interactions, marketing channels & every stage of the supply chain.

Each stage allows opportunities to provide customers with excellent customer service.

Customers encounter a brand directly/indirectly.

Prior contacts & experience in the business world with other companies/competitors.

Continuous measurement of products, services, processes & practices.

Against the standards of competitors & those companies who are recognized as leaders in the industry.

More powerful than the formal communication channel.

Disappointed customers are unlikely to stay.

Might share their frustrations with people they know on social media.

Have questions that business is not addressing.

Being able to effectively engage customers, collecting their feedback & acting on it is very vital.

Ask customers what their expectations are.

Provide the best product/service/experience to them & mean it from the heart.

Live up to the customers’ expectations.