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Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction.
However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers.
By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service. Service quality is largely determined by customer’s perception, which is why meeting customer expectations is an essential part of the process. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be.
The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Have customer’s complete surveys about your products and service. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better. Common Expectations to Consider Some of the most common and basic expectations customers have for most businesses included: • Fast, efficient and accurate service
High quality products at a competitive price • Friendly, helpful service staff to provide information and answer questions • Prompt responses to their inquiries, whether online, by phone or in person • Sufficient stock to meet their needs without long waits • A trained staff that can handle their questions without referring them on • A clean facility or easy to navigate website All of these expectations comprise the minimum of what your top-notch service should look like. Additional expectations may arise from your customer research, which you can address on an individual basis. Benefits of Meeting Expectations
When you are able to accurately identify and adequately meet your customers’ expectations, your customer service reputation will automatically be enhanced. Some of the benefits of meeting your customers’ expectations include: • Customers that transform from first-time visitors to loyal clients • Increased sales as customers feel more comfortable doing business with you • More referrals from satisfied customers who bring in additional business by word of mouth There is no doubt that adequately meeting customer expectations is an essential part of a robust customer service department.
By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line. Other reasons for customer service problems include:not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is intended to deliver for customers and what it actually does deliver * cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver * poor staff attitudes, training levels and working materials * gaps between what salespeople promise and the actual service or product quality The Voice of the Customer (VOC) is a process that ensures the customer’s voice is deployed throughout a product’s or service’s design, production, marketing, delivery, and after-sales service.
My favourite video film is “Titanic”. It tells the story of a famous ship, the “Titanic”, which sank in 1912. The “Titanic” was a colossal ship even by modern standards. Its tragic sinking will always be remembered, for the ship went down on the first voyage with heavy losses.
The director of the film is James Cameron. The main parts in the film are played by young actors Leonardo Di Caprio and Kate Winslet. To my mind their acting is superb. The camerawork is fantastic, too. I’ve heard that they made a full-size model of the “Titanic” for this film.
It’s a very spectacular film. It is also a moving love-story. I advise all my friends to see “Titanic”. The film was awarded 11 Oscars and I’m sure it deserves every one of them.
94% of the territory of Kyrgyzstan is occupied with mountains. It has fantastic gorges covered with bright green grass, high fir-trees, and is filled with the crystal pure air. Murmur of the water in the tumultuous rivers and waterfalls are the only things which break the silence. Every gorge is unique and beautiful in its own way. The plexus of mountains located on the border with China is a location of the highest picks of the Tien-Shan mountain system - Pobeda Peak (7439 m) and Khan-Tengri (6995 m). From this point the gorges go to the west and south-west creating parallel ranges stretching for 300-400 km. The Republic southern border with Tajikistan is edged with the highest Chon-Alai (Zaalai) Range with the second highest peak in Kyrgyzstan – Lenin Peak (7134 m). Alpinists from all over the world strive for conquering these peaks. Kyrgyzstan is one of the largest regions that has the modern glaciers system. They occupy 4.2% of the territory of Kyrgyzstan with a total area of 8100 sq. km.
There are more than 2000 lakes and artificial storages in the country. The lakes occupy 3.4% of the territory. About 90% of them are high-altitude dams and enclosed lakes. Sary-Chelek Lake is a biosphere reserve located at the south-western slope of the Chatkal Range at a height of 1873.9 m above sea level. It impresses every tourist by its beauty.
The high-altitude Issyk-Kul Lake, the second largest after Lake Titicaca, is sheltered between Tien-Shan mountains at the bottom of the huge tectonic basin at a height of 1606.7 m above sea level. The Lake differs from others by its geographical, climatic, and hydrological conditions. All these make it unique medical and recovering resource for holidaymakers. Annually hundreds of tourists spend their holidays on the beaches of the Issyk-Kul Lake.
Kyrgyzstan is interesting by not only the nature but also by its culture. The Kyrgyzs are rooted in nomads and they still have all attributes of the nomadic life. You will see a yurt – unusual portable dwelling decorated with a hand-made welt carpets and ribbons, will have an opportunity to taste the national cuisine. If you wish you can stay in yurt for some time and watch the everyday life: pasturage, koumiss making, and national horse games. You are going to feel a difference between the South and the North of Kyrgyzstan by visiting both parts of the country. This is the difference in climate, nature, and culture.
Our site mission is to unveil our small sunny country for the rest of the world. The beauty of the mountain nature with its crystal pure air, the azure Issyk-Kul Lake with its warm and caressing sun, traditions peculiarities of the hospitable Kyrgyz people, historical monuments along the Great Silk Road – we want to make all of these accessible for you!