How do you ensure that your team deliver or exceed customer expectations?

Very good and relevant question.

We have to be very active and agile on this front.

# We need to have certain process and rules (Guidelines) for the team. It’s critical to ensure that the guideline is being followed properly.

# We must lead from front by setting examples, we must have all those traits which we expect from our team in dealing with customers.

# Continuous feedback process by customers as well as team members should be put into place. We must take action and correction on the basis of those feedbacks.

# We must ensure proper reward and recognition to the team and it members. It will motivate team to do better and positive improvement will take place.

# A continuous reminder to team on the importance of customers for the company as well as for employees. Actually frontline sometimes tend to forget the values.

# As we know that customers behaviour, taste, preferences and other aspects keeps on changing and evaluating (Now days it’s happening quickly). We must ensure that each team member is up to date and for that training, coaching should be done.

# We must track our competitors and their activities and evaluate our own plan, process, training against the same.  

Above mentioned points will help in improving customer satisfaction, customer delight and achieving the desired goal.

The first step in exceeding your customer’s expectations is to know those expectations.

Hello,

I believe you are talking about customer delighteness? which is far beyond the normal obsolete terminology of customer satisfaction, if so, so you have to measure the customer journey end to end, beside applying Kano model.

I need to be very much vigilant on it.

I need to be focused on their performance to give them feedbacks on timely manner.

Should be reprimand on their mistakes.

Take proper customer feedback by calling from their NPS system that which customer has hit his credibility of the team member.