customer experience | Expressive!

Customer Service: Reliability

How important is RELIABILITY when it comes to customer satisfaction? Very important! Customers expect you to deliver what you promise. Here are some promises companies commonly offer: Quick Service … it better be quick. Best Prices in Town … prices better be negotiable if it is cheaper somewhere else. In my last two blog posts

Tags: business training, communication, customer experience, customer satisfaction, customer service, internal customer service, internal customers, learning and development, powerful communication, training and development|

Customer Service: Assurance

Customer service requires meeting customer expectations. It's really that simple. The research of Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry in the 1980s found customers measure their expectations of service with the actual service provided to them. If you meet or exceed their expectations, they feel you are interested in them and they will be

Tags: business training, customer, customer experience, customer satisfaction, internal customer service, internal customers, training|