CRM 1300 Study Guide - Final Guide: G1 Phase, Customer Satisfaction
17 Dec 2016
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The difference between what management believes customers expect and what customers actually need and expect. Encourage and facilitate communication between front-line employees and management. The difference between management"s understanding of customers" expectations and the service standards they set for service delivery. Management has made a policy decision not to deliver what they think customers expect. Solution: establish the right service processes and specify standards. Use a rigorous, systematic, and customer-centric process for designing and redesigning customer service processes. Develop tiered (premium, standard, economy-level) service products that meet customer expectations. Establish for each step of service delivery a set of clear service quality goals that are challenging, realistic, and explicitly designed to meet customer expectations. The difference between service standards and the service delivery teams" actual performance on these standards. Solution: ensure that performance meets standards that are based on customer needs and expectations. Ensure that customer service teams are motivated and able to meet service standards.
