Service expectation meetings are conducted by senior members of the account team to listen to clients' expectations. The meetings ask clients to identify their top 8-10 service requirements based on focus group research and rate their importance. Clients are also asked to provide feedback on what aspects of previous service performed well and needed improvement. The goal is for the account team to develop an account plan to satisfy the client's requirements, which is then verified with the client.

1. Trailer Calls or
Posttransactional Surveys
(continuation)

2. • The purpose of transactional survey is to
capture information about key service
encounters with the customer.

3. Service Expectation
Meeting and Reviews

4. • These meetings are not conducted by
unbiased researchers but are instead
initiated and facilitated by senior members
of the account team, so that they can listen
carefully to the client’s expectations.

5. • Asking clients what they expect in terms of 8 to 10 basic
requirements determine from focus group research.
• Inquiring what particular aspects of these requirements the
account team performed well in the past as well as what
aspects need improvement.
• Requesting what the client rank the relative importance
of the requirements.
The format, when appropriate consist of:

6. Format
Input
Goals
(to accomplish said requirements)
Verify
(with the client that the account plan will satisfy
the requirements)
Execution

7. Format
Input
Goals
(to accomplish said
requirements)
Verify
(with the client that the
account plan will satisfy the
requirements)
Execution