Customer Service : Customers’ Expectations Understanding

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.

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

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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