Presentation on theme: "Exceed Customer Expectations with Convenience"— Presentation transcript:
1Exceed Customer Expectations with Convenience Chapter 12Exceed Customer Expectations with Convenience
2Exceed Customer Expectations with Convenience and Timing Understand what A + convenience is.Identify and site examples of ways to improve speed of service and ease of doing businessAvoid the problem of over-promising and under-delivering service.Show customers how you value their time.Explain how past examples of increasing speed and convenience have allowed for major advances in customer service.Understand the concept of “virtual waiting” and how you can use this to exceed customer expectations.Identify examples of improvement in customer ease of use and once-and-done service.Consider possible ancillary services that could help create an A + experience for customers.Describe the potential advantages of simplifying products for better customer service.
3Understand what A + Convenience is SpeedSimpleOver-promising andunder-delivering
4How to Produce A + Convenience Seriously value the customers’ timeMake things easier for the customerProduce “once-and-done” serviceMake doing business with the company easyOffer ancillary services that make the customer’s life easier
5Give Serious Regard to Customer Time and Convenience Time is valuableSpeed is easier to work with than convenienceMake sure customers get a realistic perception of how longs things take
6Consider the Use of Virtual Waiting Techniques Match Capacity to DemandRespond to How Customers Perceive the WaitMake Things Easier for Customers
7Create Once-and-Done Service Make Doing Business Easy