10 Questions
What are the reasons for customers' unmet expectations?
Defective products, misleading marketing messages, ineffective policies, or broken internal processes.
What is emphasized as a broad trend in customer expectations?
Immediate resolution of problems
What is highlighted as an operational expectation for tactical customer service?
Excellent accessibility
What contributes to setting customer expectations according to the text?
Company’s image, brand, reputation, pricing, advertising, and sales and marketing messages.
What are the reasons for customers' unmet expectations?
Defective products, misleading marketing messages, ineffective policies, or broken internal processes
What are the six tasks illustrated by the DIRFT model for meeting customer expectations?
Tasks that customer service must execute when customers contact the organization with problems
What contributes to setting customer expectations according to the text?
Company’s image, brand, reputation, pricing, advertising, and sales and marketing messages
What is emphasized as a broad trend in customer expectations?
Clear brand promises and consistent delivery
What are the six tasks illustrated by the DIRFT model for meeting customer expectations?
Excellent accessibility, accurate responses, reliable follow-through, customer education, cross-selling, creating delight
What is highlighted as an operational expectation for tactical customer service?
Reliable follow-through
Learn how to meet customer expectations by understanding the factors that shape them, such as brand image, pricing, and previous experiences. Discover strategies to fulfill customer expectations and enhance customer satisfaction.
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