I was a Head Of Customer Service And Fleet Operation before in an Oil & Gas company. We can actually anticipate customer behavior if we have their database and do some analysis on them.This will create a better shopping experience for them and avoid frustration.However complaints can be a useful tool for discovering where your business needs to improve, but it’s much better to be able to get that insight without upsetting a customer at the same time.
Before anger or complaints , came frustration. Customers have their own set of rules when they go shopping. They expect the best in service because they are paying for it.Normally what they get is different from their expectation. They will complaint when they can’t do anything about an issue.
You need to anticipate and eliminate these opportunities for frustration, so that your customers can discover, purchase, and enjoy your products . This is called MANAGING EXPECTATION.
Best example will be a restaurant. 80 % of customers enter a restaurant because they are hungry.
- Is there a door at the entrance or none. Sometimes customer prefer a person to open a door for them.In Malaysia people do not like restaurants with doors since this will give a message that it is expensive.
- Is a table readily available ? What if its not ? Is there a waiting area with light snacks ?
- Is the welcoming quote too long ? People do not like long speeches when they are hungry.
- Is the food in the menu available ? If not , it should be temporarily strike off before customer order and we reply that its not available.
- How long does it take for the food to arrive. An estimate based on daily operation should be available. It would be good to offer some light snack for free.
- Is the taste the same ? Some restaurants change their cook and regular customers would be able to detect.
- Is the portion really is value for money ?
- Do you record the order and have the bill ready ?
- Do you have enough change ?
- Do you say thank you and come again ?
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