A presentation about 5 most common customer expectations across all industries and businesses and how companies can fulfill them.

1. 5 THINGS CUSTOMERS EXPECT
And what companies can do about it.

2. 90%
Customers want to be treated with dignity.
No matter, whatever business we
are into – we all are into customer
business. We all are into people
business. So, human dignity is the
most crucial element in customer
service. Giving respect &
importance to customers should
be the number one priority for
your company.
When it comes to customer dignity,
you can’t afford to make compromises.
1

3. 76%
Customers want assurance that their problems will not be repeated.
Problems and defects do happen
sometimes, be with a product or
service. But no customer will
tolerate a recurring problem. When
a customer comes up with an issue;
it is in the best interest of your
company to solve that issue for once
an all. Always remember: no
customer wants to go through the
same bad experience twice.
Customer will not forgive you twice
for the same mistake.
2

4. 74%Customers want an explanation.
Customers are not irrational
beings. In fact, many of them are
gracious enough to put up with
goof up or lapses in a product or a
service. But they genuinely expect
you to explain when something
goes wrong. If your company gives
a valid reason for its shortcoming
– most likely, customers will
accept it.
When you fail to deliver, you owe
an explanation to the customer.
3

5. 100%
Customers expect transparency in dealings.
One simple rule of good customer
service is to deliver what you promise.
Don’t keep them in dark and don’t
overpromise. Let them know in clear
terms what they can expect from you
and honour that commitment. Rest
assured, you customers will be
satisfied and they will love you for
your transparency.
Lack of transparency can ruin
your business beyond repair.
4

6. 72%
Customers want a thank you.
Simple words like thank you ( with
genuine feelings) added with a
personalized touch can help your
business in many ways. For example,
when a customer rep says, “Thank You
Mr. Smith for allowing us the serve
you!” will ring true and Mr. Smith will
simple love to continue relationship
with that company.
Never underestimate the power
of a genuine thank you in business.
5

7. Sources*
Nielsen
MIT
Kelly OCG
Manpower Group