Tag: customer expectations

Customer Expectations Work Both Ways: Know When to Engage, and When to Step Back

Customer Expectations Work Both Ways: Know When to Engage, and When to Step Back

This week’s CX Beat post is in response to A Tricky Little Customer Service Secret: Wowing Customers Can Turn Them Off (If You Do It Wrong), by Micah Solomon. No matter the industry, any time that frontline representatives are at work, they are learning how to deal with and manage customer expectations. While typically, the …Continue Reading

When Setting Customer Expectations Backfires

Filed in Blog, Customer Service, Hospitality by on September 22, 2014 0 Comments
When Setting Customer Expectations Backfires

One of the most important ingredients for delivering service excellence is setting a customer’s expectations. I live in Manhattan and use the subways for transportation.  When a station has an electronic sign telling me when the next train will arrive, I’m happy. I, along with everyone else, have important information that helps us make decisions.  …Continue Reading