How you will fulfill the customer expectation?

There are Tips on Meeting Customer Expectations

To exceed customer expectations,  First the company needs 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.

These customer expectations about what do customers really want  for your sales team, deliver on these customer needs are:

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.

. 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.

. 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.

. 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.

The customer expectation could be fulfilled through:

1.  Product quality with creative and values added features

2.  Product availability at right place

3.  Product price to be reasonable

4.  Product quality statement and warranty.

Three step crash course to setting and meeting customer expectations.

I can’t stress how important it is to set expectations right from the get go with your sales people. There is nothing a customer hates more than a company under delivering. When your sales guys set expectations so high and you can not deliver, that’s when you run into problems.

A great example I like to bring up is SEO (Search Engine Optimization) companies. There is such a bad rep about these guys just ripping people off left, right and center. But at the end of the day, a lot of the time it’s the sales guys (or biz owners) who are setting expectations far to high.

Comments like, ‘you’ll rank first page google’ are common practice and when they fail to deliver, the customer is unsatisfied, complains and cancels.

Think about a particular service that you have chopped and changed providers frequently. Ask yourself, why did I leave the last company. 68% of the time, it will be because their service did not live up to your expectations.

Be honest, and set accurate expectations early to stop customers leaving later.

This step is particularly helpful for business owners who take a back-seat in the sales process. If you have someone else handling all your new customer acquisition and sales, make sure you revisit expectations with all new customers after the sale closes.

This is a great way to ensure that everything your sales guy has promised, actually is doable. It will also give you a good chance to understand what they want and make sure you deliver and exceed their expectations.

A customer loves when their expectations are exceeded.

Have a think about the last time you went, whoa that was a great experience. It may have been the local Steakhouse, or the friendly lady down the road that sells you cookies. Something about their service made you go whoa.

You need to create that ‘whoa’ factor in your business and start turning customers into raving advocates.

Everybody makes mistakes from time to time. Sometimes you wont meet customer expectations for one reason or another, there might be internal or external factors… but lets face it, sometimes sh*t happens.

It’s times like these you need to be honest with yourself and apologize when you don’t meet customer expectations.

It agreed with the answers to the rest.

Customer expectations can be fulfilled by different ways-

1. Meeting the customer expectations.

2. Making him comfortable and special.

3. Empathy towards customer can help us , which also creates emotional bonding with the customer.

4. Greetings and gifts to customer on special days like birthdays,anniversaries,etc and many other depending upon customer's behaviour.

agree with all answers .....................................

Customer service has never been so important, yet many firms seem to have lost sight of their customers' needs, argues customer service consultant Derek Bishop

Efficiency is a huge challenge for businesses. However, the drive for efficiency can jeopardise good customer service. In the pursuit of keeping costs as low as possible, many businesses have tried to standardise as much of their service delivery as possible. But the risk is that such organisations often become too mechanistic in their service delivery.

Customers are not generic and therefore it is critical that companies recognise this and respond flexibly to different customer types and behaviour. The art of good business is in achieving a high level of effectiveness (doing the right things) with efficiency - thereby delivering the right service for the customer, while remaining cost effective.

Whatever your proposition or service, customers will always expect some level of customer service. Even completely automated services are expected to have a "real person" on hand for assistance, if needed.

Take EasyJet, for example. The no-frills airline has never over-promised on customer service but that does not mean that the customer does not expect a minimal level of service. EasyJet almost bungled the world's first windpipe transplant by refusing to allow the courier to board the plane.

I'm sure that EasyJet must have procedures for "exceptions". Even if they don't, the member of staff should have escalated the request and suggested the customer be given special attention. Thankfully someone with a private jet stepped in to transport the courier and the precious cargo inside the crucial 14-hour timeframe.

On the flip side, you have to ask whether you would have booked a flight with EasyJet for something this important. I would probably have paid extra and gone with a different airline. That in itself proves my point that customers make choices based on service expectations.

A critical point worth mentioning here is that managing customer expectations must be explicit. Expectations set in the proposition, marketing material and so on need to be followed through to ensure that the delivery in the customer-facing areas matches the messages.

The larger the organisation, the more scope there is for a discord between expectations and delivery. EasyJet can almost hide behind their "no frills" message. People expect very little in return for knock-down prices, but others with a stronger brand reputation cannot afford to make the same assumptions - imagine the impact had the courier experienced this situation on a British Airways flight.

More and more customers prefer buying goods and services on the internet as it provides greater flexibility, speed and choice. As a result, organisations are adding more and more content to their websites, which is fuelling the customer's thirst for knowledge. However, what they are often missing is that this increase in knowledge is leading to an increase in questions of a more complex nature. As a result, there is a growing requirement for good online support as well as traditional offline support for those customers who need or want it.

It is critical that offline support should match the online experience - thereby providing a consistent and joined-up end-to-end customer experience that matches the brand and proposition.

In order to deliver a consistent and coherent message to the customer, businesses need to take a step back and map the customer journey, taking time to consider "what if" scenarios. Customers who need to contact you by phone or email and are then let down by the poor quality responses delivered by the offline support are more likely to take their business elsewhere.

The courier trying to transport the stem cells was quoted as saying, "I phoned and couldn't get through, I emailed and didn't get replies". While EasyJet doesn't manage expectations explicitly about its contact centre service, it is not a surprise that if you want to communicate directly with EasyJet, it will be more difficult as they run their contact centre operations as a low-cost operation, in line with the company philosophy.

What the EasyJet example reveals is that alignment between all areas of the business is critical to ensure the customer experience matches their expectations. Most organisations, however, struggle to manage customer expectations and have a distinct disconnect between what is expected by management and what actually happens in the customer service teams. Particularly prominent is the conflict between quality service and speed/productivity.

In aiming to deliver a positive customer experience, the organisation must ensure that they put the customer first. In addition, all key promotional messages, systems and processes must be designed with customer expectations in mind.

by :-

1- quality of products

2- service after sale

3- good price

4- open branches near from customer in every where

Agree with experts answer <<<<<<<<<<<<<<<<<<<<<<

Thanks for invitation

I think if give our product the all interest the desired quality and provided to the customer all the requirements of quantity and the good price to him

I agree with the previous answers provided by the colleagues, I also might add that delivering what you promise your customer is the greatest point to fulfill his expectations.