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A satisfied or happy customer is a loyal customer, a customer who will recommend his supplier to many other potential customers.
Fulfilling the customers needs has to be the most important task of every firm. From that point it will be measured the exit of the firm it self
The service through the mutual service and the extent of its horizons may be the service provided by the institution to the customers exceed the expectations of the customers may be the service provided by the institution to customers less than the expectations of customers may be the service provided by customers to the institution exceeds the performance of the institution may be the service provided by customers to The institution is less than the institution
only the threee things to do
first is confidence second trust and last one honesty in your work.
When a business fails to meet customer expectations, customers do business elsewhere. Poor customer service and the perceived indifference of staff and management account for about 68% of customers who don't return to a business
First you need to know what their expectations are. When it comes to expecting certain performance and functionality from your product or service, you need to make sure you can deliver on the “speeds and feeds” that you sold your customers. However, there are more basic expectations that are not related to your product or service that need to be met, or even exceeded. More deals are lost because, in spite of how great your product may be, the customer’s basic needs were not met
any organization must know their customers' type and the successful organization that always be part of the clients' plan and keeping update clients with new products & services, specifically the new technologies .. it is big deal to be the first source for your clients for any informations that they might need to know or to apply ..
which means .. you should keep your clients very close to you always that will build the trust and the confidence ..
1. Friendliness – Most people are basically friendly. And most people want to be treated in a friendly manner. When purchasing something or requiring customer service from a vendor or supplier, we’ve all been treated like the enemy at one time or another. No one likes that. It creates an adversarial environment – one that promotes antagonism, hostility and even anger.
2. Empathy – When I need help in purchasing an item or when I call a company because of a problem with their product, I want them to show a little empathy, or understanding. I want them to put themselves in my situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.
3. Fairness – I also want to be treated fairly. That doesn’t mean I’ll always get what I want. Sometimes what I want is not possible, feasible or reasonable. If the return policy is that I’ll get store credit if I don’t have a receipt, that doesn’t mean I should expect to get cash in return instead. That makes perfect sense to me. However, it also shouldn’t mean that I have to have the receipt in order to get a store credit for a faulty product.
4. Control – I want to feel like I am in control. If you make me feel like I’m being manipulated or abused because of your silly policies or procedures, then you’re not meeting my expectations. If you make my purchase a difficult series of contracts, actions and transactions, then I’m going to go somewhere where I feel like I’m in control of what’s going on.
5. Alternatives – I want to have choices. If I return a product that is broken or faulty, but you no longer carry that product, I don’t want to hear that I have no choice but to buy a new one because the old one is no longer an option. I want you to give me some creative alternatives I can choose from, ones that are fair for both me and you.
6. Information – I can’t make an intelligent decision unless I have the facts and information in order to do so. So give me information about what’s going on and what I’m purchasing. I want to know what you’re doing, whom you’re speaking to when you disappear, what outcomes I could expect and anything else that keeps this transaction from being a mystery, so I can make an intelligent decision when the time comes.
7. Fair price for a quality product – When it comes right down to it, doesn’t it make plain sense that customers should receive a quality product or service for a fair price? Of course it does. But why does this become so difficult at times. I paid good money for your product and it’s not performing the way you advertised it. So give me my money back or make it work the way you marketed it. I just want to pay a fair price for a quality product. Simple enough, right?
8. To be respected – Don’t treat me like a fool. Don’t act like I’m stupid. Don’t discount what I have to say. I want to be treated with respect. I’m a human being who’s trying to purchase your product, or one who has a problem with your product that needs resolution, and I shouldn’t be treated with disrespect just because I’m cutting into your phone conversation with your girlfriend or because you think I should already have all the answers. Show respect and you’ll earn my respect back.
9. To be heard – I really hate when this happens. Me: “I want to purchase a ticket from Las Vegas to Dallas, then from Dallas to Austin, then back to Las Vegas. But I need to be in Austin by Friday night.” Reservations Agent: “Ok. Where will you be departing from?” Did he not hear me at all? Of course he didn’t. And I know I’ll have to repeat every single step over again, very slowly and very carefully, so I don’t end up in Peoria. Agents somehow over-think the problem and make it more complex. Why? Because they aren’t listening to you. They may be hearing what you said, but they aren’t listening to what you meant. Listening skills are deficient in our society, yet this is a very important expectation for customers.
10. Someone to understand my needs – This is a close kin to empathy. It’s a step further, though, since it means that I want someone to own my problem. If I ask a sales person for help, I don’t want to be dumped on someone else. I want the first person to own the problem for at least as long as it takes to make sure I was left in the right hands in which I was handed off.
11. Someone I can trust – When you say you’ll get back to me, you’d better get back to me. When you say you’ll handle my request, it better be handled. When you say your product will do something, it better do it. Otherwise, I will lose trust in you. When you start building trust with your customers, then you are also building respect.
12. Satisfaction – Ultimately, I want satisfaction. All the previous items will help make me satisfied because they will make for a purchase or service experience that delivered what I want in a respectful, fair, trusting and understanding way. And once I am treated that way and satisfied, I will start to become loyal to you and come back to purchase again in the future.
Bonus: Surprise me! – Go a step above what you promised and what I expect. It’s so rare that we have the opportunity to tell positive stories about a complex purchase or a challenging customer service experience. Any one of us can come up with a dozen bad stories. But the good stories, where we were surprised by someone going above and beyond our expectations, are oh so rare. Try making these stories a common occurrence with your customers. Exceed my expectations by surprising me with an outstanding experience.
About the author:
Russ Lombardo, President & Founder of PEAK Sales Consulting, is a nationally recognized Sales and CRM consultant, speaker, trainer, and author. Russ works with sales organizations and management who want to increase their sales results by acquiring new customers and retaining existing ones. As a speaker, Russ presents sales training seminars and customer retention workshops as well as keynote and conference speeches to
Meeting customers' expectations plays a big role in how an organization performs and the type of culture that is attributed to that performance. In other words, if your customers/clients trust you that you will do your best to fulfill their needs, the organization is more likely than not to retain that customer. This relationship could even flourish to provide greater opportunities (such as more business from the same company or potential leads from other companies). When a positive customer service approach is part of the business culture, the organization is able to maintain a positive brand and can reach new markets, which can only bring additional opportunities to employees, such as yourself!
Organizational performance comprises the actual output or results of an organization as measured against its intended outputs (or goals and objectives).
The goals and objectives of the organisation and the Leaders is to meet customer expectations. An analysis of a company's performance as compared to goals and objectives. Within corporate organizations, there are three primary outcomes analyzed: financial performance, market performance and shareholder value performance (in some cases, production capacity performance may be analyzed). Example Reports are the lifeline for a company as customers read them and form an opinion.
Organizational effectiveness is the concept of how effective an organization is in achieving the outcomes the organization intends to produce. Organizational Effectiveness groups in organizations directly concern themselves with several key areas. For example sales or brands in an organisation.
An Organisational Needs Analysis is an effective way to identify any gap between the skills your business needs and those your employees have. It involves gathering information to identify areas where your employees can improve their performance to their benefit and that of your business.
A performance standard is a management-approved expression of the performance threshold(s), requirement(s), or expectation(s) that must be met to be appraised at a particular level of performance. For example training provided in the areas needed to develop skills.
In meeting Customer expectations on time regularly impacts the organisations performance. This is so because the customers are satisfied with the service and delivery of the company, the employees working in a positive networking area and targeting the right markets for customers. This comes with experience and expertise in companies and the team work within the company, which only a good leader can develop with a company. Customers come back because they feel good about the company and the reputation therein.
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