If you want to provide great service exceed expectations

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Conversation Starters are single page documents that are designed to catalyse Conversations That Matter in your workplace or organisation.

This edition: If you want to provide great service, exceed expectations.

For more information or to share how you used this Conversation Starter, please visit http://orgsthatmatter.com

Published in: Business, Education
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If you want to provide great service exceed expectations

  1. 1.   If you want to provide great service, exceed expectations!People expect good service. Period. Often, their expectations are not met. Too often. Just thinkabout your own experiences as a customer. How often are your expectations met? How often arethey exceeded?Customers expect their expectations to be met. You expect your pay to arrive when it is due. Youexpect your food to be delivered as ordered within a reasonable timeframe and at the appropriatetemperature when you order food at a restaurant or cafe. You expect finance reports to bedelivered and inclusive of all appropriate information as scheduled. You expect to be treated as ahuman being when you visit a government agency, education institution or medical facility.In order to be able to consistently meet expectations, your organisation must aim to exceedexpectations. It is likely that there will nearly always be a lag between when you last checked theexpectations of those you serve and the actual service that you are providing them. The lag timemay include a change in the level of expectations of those you serve.Unless you are aiming to exceed the expectations at the level that you understand them to be, youmay not achieve a consistent level of meeting the expectations that you do know exist. This never-ending journey means that exceeding expectations is a challenge. A real challenge. A challengeworthy of your commitment. Is your organisation currently worthy of your commitment?QuoteConsistently exceeding the expectations of the customer, personalizing his or her serviceexperience, and continuously improving your product or service so that it creates greater value forthe customer produces a level of customer loyalty that cannot be matched by your competitor.Theo Gilbert-Jamison, service excellence expert/author Organisations That Matter®  ©Copyright Organisations That Matter®. All Rights Reserved.  Level 8, 350 Collins Street Melbourne VIC 3000  Phone: +61 3 8676 0637  Fax: +61 3 8601 1180  Web: www.orgsthatmatter.com Email: info@orgsthatmatter.com 

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