1. Exceed Customer Expectations with Convenience
Chapter 12
Exceed Customer Expectations with Convenience

2. Exceed Customer Expectations with Convenience and Timing
Identify and site examples of ways to improve speed of service and ease of doing business
Avoid 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.
Identify examples of improvement in customer ease of use and once-and-done service.
Describe the potential advantages of simplifying products for better customer service.

3. Understand what A + Convenience is
Speed
Simple
Do not over-promise and under-deliver

4. How to Produce A + Convenience
Seriously value the customers’ time
Make things easier for the customer
Produce “once-and-done” service
Make doing business with the company easy
Offer services that make the customer’s life easier

5. Give Serious Regard to Customer Time and Convenience
Time is valuable
Make sure customers get a realistic perception of how longs things take

6. Consider the Use of Virtual Waiting Techniques
Waiting can cause customer dissatisfaction
Plan for peak-time loads with adequate staffing
Distract customers from waiting
Make things easier for customers
Simplify the product