Customer Service : Customers’ Expectations Understanding
Customer Service : Customers’ Expectations Understanding | 10 CPD Points/Credits | CPD Accredited
CPD Courses
Summary
- Exam(s) / assessment(s) is included in price
- Tutor is available to students
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Overview
Customer Service and Customers’ Expectations understanding.
Effective customer service and high customer satisfaction always begin with the identification of customers’ expectations. You must be familiar with your customers: who are they and what are their needs?
When assessing customer satisfaction levels, organisations commonly ask the customers about their products and services and whether those items or services have met or surpassed expectations. This is essential for measuring customers’ satisfaction levels.
Customer expectations have direct effects on customer satisfaction and also influence customer loyalty and their purchasing options. A customer whose expectations are not fulfilled will doubt your ability to deliver a standard service. He/she will never purchase anything else from you. On the other hand, if you provide a service that goes beyond the customers’ expectations, they will surely return to purchase from you again, and they will tell all their friends and acquaintances about their experience.
It is essential for organisations to manage customer satisfaction effectively. In order to do so, organisations require an effective approach to measure satisfaction levels, and customer expectation is the best approach to this.
This unit describes how to understand your customers, including their needs and expectations. It explores various types of customers’ personalities and the on-going benefits of meeting customers’ expectations.
The content covers several key topics, including knowing what consumers want, common expectations to consider, identifying customer expectations, and listening, questioning and confirming.
You will discover the means to identify the customers’ needs and learn how your behaviour helps to influence customers’ emotional energy.
CPD
Course media
Description
Understanding Your Customers’ Expectations
Objectives
After completing this course learners will be able to:
- Identify the Customer’s Expectations and Needs
- Explore various types of Customers
Program Content
Lesson(s)
Introduction to Understanding Your Customers
Topics
- Knowing What Consumers Want
- Common Expectations to Consider
- Identifying Customer Expectations
- Listening, Questioning and Confirming
- Benefits of Meeting Expectations of Customers
- Types of Customer Personalities
- Means of Identifying Customer Needs
- Your Behaviour and its Impact on Customers’ Emotional Energy
Requirements
This is a stand-alone course and it assumes no prior knowledge.
*Note: This is an independent unit not a complete course so does not equalize to a course. This will give you 10 CPD points to add on your CV. At the end of the unit, you can claim CPD Accredited unit by paying £35 accreditation fee and postal charges (£9 for UK students, £15 for outside UK).
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This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
