Customer expectations are the concepts which are directly related with the level of satisfaction your customer will have from your ability to provide to their needs. The key to providing services matching the customer expectations is to ask as many questions as possible. This is well supported by call center software solutions since they allow forms and feedback forms to be read off, surveys taken, call recordings made available and monitored, and reports created. http://www.tentaclecloud.com/signup.php

1. Simple Tips to Effectively
Manage Customer
Expectation

2. Introduction
 Customer expectations are the concepts which are directly related
with the level of satisfaction your customer will have from your ability
to provide to their needs.
 By asking questions, you can help understand how much growth you
want over a certain time period, or even a realistic percentage of
growth that you can expect.
 Consistency is another important aspect for you to create an
unforgettable purchase experience.
 The rate of success or failure, is the metric that is used to determine
whether or not a customer works with your company again or not.

3. Tips to Manage Customer Expectation
 Keep Your Clients Informed
 Be Honest with Clients
 Do Not Make Assumptions
 Set Certain Boundaries
 Have a Good CRM Software
 Always Summarize the Call
 Have All Details Cleared
 Maintain Data Reports
 Define the Goals
 Keep Track of Customer
Expectations
 Always have “Plan B”
 Have Longer Period Contracts
 Show that You Care About
Their Opinion
 Build Trust Among Customers
 Be Ready to Agree to Disagree
 Speak Your Opinion
 Maintain Contact Throughout

4. 1. Keep Your Clients Informed
 It is vital that you are totally frank with your customers about what they
are expecting from your company and what your expectations in return
should be.
 You should get down with your customers and discuss with them what is
actually possible and what cannot be done by you and your firm.
 Keeping your customers as informed as possible while
referring to the project status, it is essential to give them a schedule,
and then following that timetable no matter what happens.
 If there are any problems, it is your duty to let them know as soon as you
yourself find out about it, which will build customer trust.

5. 2. Be Honest with Clients
 It is important not to promise things that you cannot deliver to your
customers as this will ruin the image of the company.
 Being honest with your customer will help you in building a
reputation for your reliability that will survive any disappointment
that might occur.
3. Do Not Make Assumptions
 It is imperative to check, and reassess and ensure that no major
miscommunication gets in the way.
 It is very important not to make any assumptions.
 If you are talking on the phone in order to discuss any customer problem,
take care to follow up with an email repeating the key points of the
discussion to prevent any future errors.

6. 4. Set Certain Boundaries
 Never go way beyond the possibility of the work with the customers, and if
done so, it is important to comprehend it.
 As it usually means that you have allowed them to reasonably take
advantage of your company services.
 The solution in such circumstances is to create several boundaries by
saying no whenever it is required or even training customers what to
expect by blatantly stating it upfront and going no further than what is
stated.

7. 5. Have a Good CRM Software
 It is important to choose a CRM software which comes with job-flow
charts, something that will help you see exactly where your package is at
any moment, with the click or touch of a button.
 Doing so can be challenging but with the right tools it can be done easily.
 Comparing the prices of the call center software can help you select the
best software for the job.
6. Always Summarize the Call
 At any time, when you have a call with a customer, make it a point to
send them an email with your understanding and knowledge of
what was discussed with the customer, the next steps that should be
followed, and the conclusions that were decided.
 It will create fewer misunderstandings.

8. 7. Have All the Details Cleared
 Regularly sending clear details to inform the customer of what’s being
worked on and what’s planned ahead will ensure that everyone’s on the
same page at all times.
 Getting the buy in from the customer is crucial for the growth of
business.
8. Maintain Data Reports
 Assemble a data report for your customers that will replicate on what you
accomplished for them and their accounts each month.
 By offering a report that will cover everything that they would ever want
to know from you.
 This will solve your problems with customer expectations.

9. 9. Define the Goals
 It is important to clearly define the goal you and your agents are working
toward, whether it is verbally or if in a contract, and make sure to clearly
communicate it to the customer before any implementation.
 There should be transparency in the process and you and the
customer should be aware of the outcome that your company is trying to
achieve.

10. 10. Keep Track of Customer Expectation
 Your most important goal has to be managing your customers’
expectations in the correct manner.
 Most customers expect higher growth level in this process.
 Though, some of their expectations may be unrealistic and go against the
company’s better practices and policies.
 Ironing out immediately can help save time.
11. Always Have “Plan B”
 No matter how much planning is done in a project, something will
inevitably arise that goes against your agreed process despite taking all
precautions.
 Rather than blaming the customer for this even if it their fault, take care
to have an in-built coping system that will help with these changes.

11. 12. Have Longer Period Contracts
 Avoiding month to month agreement should be a significant step.
 If the service takes plenty of time to show the desired results, do not agree
to month-to-month contracts.
 It’s critical that you spend time upfront discussing how long it will take
your company to show results.
 Remember that after a project is over, there is no one who will remember
how many meetings you had with your customers or how many
documents that you created, or even how fast you accomplished
something.
 Be certain that your customers will always remember the
experience you shared with them.

12. 13. Show That You Care About Their Opinion
 It is essential to show the customers that you care about their concerns
and their purchases.
 From the commencement of the deal between you and your customers,
right at the onset of anything you’re about to do in relation to them,
always ensure you care about it, and take time to show them that care.
 Remember that the first and last impressions you leave on your
customer’s mind are everything and it will set the tone for future
working relationships between you and your customers.
 Getting to know your customers outside of a business relationship is also
very helpful in building a relationship.

13. 14. Build Trust Among Customers
 Work on building a proper amount of trust into your relationship with your
customers.
 Trust is a delicate thing that you can lose it at any time and never get it back
from your customers.
 Saying what you mean, telling them what you plan to do and then taking
care to follow it through will build trust.
 You should provide the background for the tasks you undertake.
 This will provide great transparency, and it will create a great buy-in to the
work, giving value to the little things that help make everything else better
for your customers and your company.

14. 15. Be Ready to Agree to Disagree
 You should agree on a strategy with your customers, or agree on similar
goals, and agree on a timeline and expectations.
 Disagreeing can also be helpful even if it looks intimidating at first,
because it is not easy and no one wants to leave behind hard feelings with
customers, but sometimes saying no is the only way to weed out profitable
information from non-profitable ones.
 It is needed in order to accomplish the things you have already
started with your customer.

15. 16. Speak Your Opinion
 If the customer has hired you for your expertise in their interests, know
that they also keep you around for your opinion on a particular topic to
add to their experience.
 If there are some things that don’t seem right between the company and
the customer, be sure to speak up and clear the air
17. Maintain Contact Throughout
 Communicate with your customers again and again throughout the
transaction, especially if they are important customers.
 This is because of how we always present the information, and it is mostly
subject to interpretation and your customer will absorb it in all sorts of
ways that are different.
 Some will decipher it contextually from the situation, others will move
forward verbally

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