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Unit4: Manage cusotmer expectation - Coggle Diagram
Unit4: Manage cusotmer expectation
Customer relation vs customer service
Customer service is usually one-sided
Customer relation is no tonly to slove customer problems but also engage and create a better customer experience
What is customer expectation
A set of ideas int heir minds about a product, service
What is customer wants
how the customer WANTS to be treated, rather than how they expect to be treated
Customer needs
Requires to solve a problem
Types of of needs
Tangible needs and Emotional needs
What is tangible needs
exp: Food, transportation, shelter, safety
What is emotional needs
How the product, service, service product or organisation make the customer feel
4 aspects for their needs
-Fair price
-Good service
Good product
Feel valued
What is Implications
Identifiy what the customer needs and then provide advice on the best chioce tomsolve the prpblem
unsatisfied customer
good idea totry to exceed customer expectations, but expectations do NOT reflect what the customer wants
Factors that influence customer expectation
-Past experience
Moment of truth
customer touch point
Mass media
competitor
industrial benchmark
Word of mouth
Why is benchmark important
-Help to monitor actual customer service
Helps to raise standards and performance
Helps to build enthusiasm and commitment among employees
Suggests what a company needs to do to 'catch up' with competitors
Why would customer stop using a product or service
-Product/service not meet their expectations
-Business is not engaging enough
Business is not showing the value
-Competitors are better than the business
-Business offer poor customer service
Ways to meet the needs and expectation of a customer
Know the customer
Establish the need and expectation
Provide the resolution
Go the extra mile
3 levels of customer expectation
Level 1: Practical expectation exp, friendliness, understanding, appreciation
Level 2: Emotional expecation exp. job knowlege, quality,fairness in pricing
Level 3: Delightful expectation exp, going beyond customers' expectations, doign more than what they expect