Managing Customer Expectations

When dealing with customers, the following points are useful to remember:

A customer may expect to be:

– Heard

– Understood

– Respected

They may expect to get:

– An apology

– An explanation

– Corrective action

Therefore, it is important to:

– Listen carefully

– Apologise

– Empathise

– Keep calm

– Acknowledge the customer’s anger

– Take action

Ensure that you have an exit strategy

                DO NOT:

•             Stand too close

•             Shout

•             Ask WHY questions

•             Debate the facts

•             Take it personally