Register now or log in to join your professional community.
As the customer education level differs the customer expectations would be different, that would create some challenges on satisfying him
If by education you mean school I would say it does affect a bit the level of satisfaction.
But I believe there is a corrélation between family education, how you've been raised,how you've been tough respect, in which environnement you grow up and your level of satisfaction. This is what determine your behavior in society and on how you manage your relationship in general wether it is at work, in a market or with your family.
I worked in customer service in France and Europe and I can say that often people with a high school education background are more arrogant, dissatisfied, always complaining etc... when people with a modest education background but maybe a stronger family education with value are the most patient and satisfy with your effort.
I hope this answer your question
Customer expectation to some extent depends on his/her education. However, we being the product specialist, are bound to educate the customer to that extent for better understanding of what to expect and what not, so that it is easy for us to manage. Otherwise, basing his/her experience with the other brand had, he/she may misunderstand and form wrong / unjustified expectation.
After all, we have to fix him/her first, while fixing his/her vehicle to gain mutually agreed level of satisfaction. This is very much essential for making the same customer to rate us if we are measured basing his/her satisfaction.
Example - Explanation of Repair and Charges. Unless this is done, how the customer realises that something is done at free of cost, something covered under warranty and the rest is charged. Item repaired to keep the life of the vehicle optimum while saving his/her expense, instead of replacement. This always makes the customer realises the value for his/her money paid.
Another example - A customer of Ford complaint his rear seat where he usually sits found sagging and demanded for replacement in one year of purchase. The visiting customer was his driver but demand made by actual customer over phone. Service dept rejected the claim since no such case was reported for the past5 yrs. But the customer was insisting basing his previous experience in Lancer where people replaced the seat. When the customer met the Service Manager, then realised that the customer is so obese naturally sagging happens. Here, the customer needed education on how sagging occurred in his vehicles rather others and why Lancer could have considered. Still he insisted. Matter was brought to my notice Fleet Sales dept. Considering his profile Owner of the big size company where fleet size may increase in due course. I explained the customer personally to his understanding and then offered under Goodwill and expressed that as a matter of right he can't claim. He become friend of mine later.
Yes, it do makes affect.Because as per they have knowledge of product only they can satisfy themself
no my job is to deliver customer satisfaction to all customers Without distinction but ofcorse there will be challenges
no, I believe that in every different kind of work in this industry, you have to satisfy your customer by giving the best way you can do to buy your product, its either through verbal or non- verbal but atleast you try and did your best. and that is the essence of responsibilty and Motivation, and if you love your work then you must do what ever it takes to make your customer satisfy.
No. It's doesn't go that way, as customer needs to get all his/her work done, where as our responsible is to do it and communicate it to him/her frequently in simple understanding language, which will give him/her satisfaction of work is being done or issue is getting resolved on timely bases (Irrespective of how much knowledge he/she has).
NO it dosen't, satisfaction is not related to the education, its related to how we approach them.
well, for me it depends on the customers attidude and behaivior.
I think customer education level will not affect the customer service satisfaction, because giving the satisfaction for the customer is on how you assist them the way you talked, knowing the product you need to sell and discuss to the customer.
yes, education do affect the customer service satifaction. educated customers are aware of trend and the leading brands of the market. then you have to convince the customer according to their demand and need whereas uneducated customers have less awareness so that you can convince them according to thier need or sell them the product which you want to sell
Yes. Ofcourse . Because we cant quickly satisfy an uneducated customer like an educated customer. in the case of an educated customer , he can catch quickly what we are telling. but there is a detailed and brief insturuction is necessary to satisfy an uneducated or low educated customer.
