Be able to deliver effective customer service
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Match the explanation with the appropriate ‘want’, ‘need’, or ‘expectation’.
Drag and Drop items from one side to pair them with items from the other side
Needs
Expectations
Wants
A customers’ requirements of the product.
A customers’ idealistic view of what type of product will meet their needs.
A customers’ idea of how the product or service will meet their needs.
Which one of the below are customers’ expectations NOT influenced by?
Online reviews
Experiences with the organisation
Internal communications
Experiences with competitors
Managing customers’ expectations will:
Maintain the organisation’s reputation
Raise prices and profit
Reduce competition
Increase customer feedback
What will keeping promises to customers do?
Adapt to customer needs
Promote goodwill
Change procedures
Encourage competition
Drag and drop the words into the correct gaps.
All promises must be and all must be followed through to ensure that the is satisfied with the product or service. Complaints must be rectified by using the organisation complaints and records must be kept of all made.
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