Most customer service problems arise from scrambled expectations. The customer expected one thing and it wasn’t delivered upon. It’s possible the business never promised it, but the customer expected it, and so they feel disappointed.
This expectation could involve quality, timeline, courtesy, or a variety of other things. But the biggest problems for businesses stem from disjointed expectations.
This is actually good news because it’s something you can work on.
Managing customer expectations is one of the most valuable skills you can cultivate. ...Continue Reading → Share