Customer service

Are customer's customer service expectations too high? Where did these expectations come from? There was a poll on CNN last month ranking customer service for cellular phone companies weren't too positive. Maybe the bar should be lowered.

Quote:

Originally Posted by Thomas

Are customer's customer service expectations too high? Where did these expectations come from? There was a poll on CNN last month ranking customer service for cellular phone companies weren't too positive. Maybe the bar should be lowered.

Lowering the bar isn't the answer and in practice isn't an option. On the whole I believe most people are fair and reasonable in their expectations.

I agree with Jolly Rancher. Most customer service problems or request are not due to the fact that customers want something for nothing. I think that most customers just want to be treated fairly.

I don't know, I've seen many people come through with an attitude of entitlement that would make the thickest skinned salesperson cringe.

Generally speaking I would say only a very small percentage of customers are unreasonable in their expectations.

Most of the customer service problems I've seen came about because of the employee's unmet expectations not the customer's.

no they are not, because if someone doesn't want to meet their expectations... i will and earn the business....

Quote:

Originally Posted by AZBroker

Most of the customer service problems I've seen came about because of the employee's unmet expectations not the customer's.

Same with life.

Quote:

Originally Posted by benjamin-benjamin

no they are not, because if someone doesn't want to meet their expectations... i will and earn the business....

Depending on the expectations I would go after the business too.

Great thoughts and posts on this guys, for me I say definately not. The customer comes in with the expectation and no matter how high this is the perception of the customers expectations once met - will result in a sale.

"When the customer perception of value exceed the price - They will buy".

A lot of the time the customer perception of value is in the customer service side of things.

Great Thread starter.

Cheers
Keith

	#1
Thomas	Customer service - Lowering the bar Are customer's customer service expectations too high? Where did these expectations come from? There was a poll on CNN last month ranking customer service for cellular phone companies weren't too positive. Maybe the bar should be lowered.

	#3
awards mike	I agree with Jolly Rancher. Most customer service problems or request are not due to the fact that customers want something for nothing. I think that most customers just want to be treated fairly.

	#4
Calvin	I don't know, I've seen many people come through with an attitude of entitlement that would make the thickest skinned salesperson cringe. Generally speaking I would say only a very small percentage of customers are unreasonable in their expectations.

	#5
AZBroker	Most of the customer service problems I've seen came about because of the employee's unmet expectations not the customer's.

	#6
benjamin-benjamin	no they are not, because if someone doesn't want to meet their expectations... i will and earn the business....

	#8
Snowboy	Great thoughts and posts on this guys, for me I say definately not. The customer comes in with the expectation and no matter how high this is the perception of the customers expectations once met - will result in a sale. "When the customer perception of value exceed the price - They will buy". A lot of the time the customer perception of value is in the customer service side of things. Great Thread starter. Cheers Keith __________________ Snowboy I've come to believe; all my past frustrations were actually laying the foundation for understandings that have created the new level of living I now enjoy.

Customer service - Lowering the bar