5 THINGS CUSTOMERS EXPECT

And what companies can do about it.

90%Customers want to be treated with dignity.

No matter, whatever business we are into – we all are into customer business. We all are into people business. So, human dignity is the most crucial element in customer service. Giving respect & importance to customers should be the number one priority for your company.

When it comes to customer dignity,

you can’t afford to make compromises.

1

76%Customers want assurance that their problems will not be repeated.

Problems and defects do happen sometimes, be with a product or service. But no customer will tolerate a recurring problem. When a customer comes up with an issue; it is in the best interest of your company to solve that issue for once an all. Always remember: no customer wants to go through the same bad experience twice.

Customer will not forgive you twice

for the same mistake.

2

74%Customers want an explanation.

Customers are not irrational beings. In fact, many of them are gracious enough to put up with goof up or lapses in a product or a service. But they genuinely expect you to explain when something goes wrong. If your company gives a valid reason for its shortcoming – most likely, customers will accept it.

When you fail to deliver, you owe

an explanation to the customer.

3

100%Customers expect transparency in dealings.

One simple rule of good customer service is to deliver what you promise. Don’t keep them in dark and don’t overpromise. Let them know in clear terms what they can expect from you and honour that commitment. Rest assured, you customers will be satisfied and they will love you for your transparency.

Lack of transparency can ruin

your business beyond repair.

4

72%Customers want a thank you.

Simple words like thank you ( with genuine feelings) added with a personalized touch can help your business in many ways. For example, when a customer rep says, “Thank You Mr. Smith for allowing us the serve you!” will ring true and Mr. Smith will simple love to continue relationship with that company.

Never underestimate the power

of a genuine thank you in business.

5

Sources*

NielsenMIT

Kelly OCGManpower Group