Presentation on theme: "Exceed Customer Expectations with Convenience"— Presentation transcript:
1 Exceed Customer Expectations with Convenience Chapter 12Exceed 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 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.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 SpeedSimpleDo not over-promise and under-deliver
4 How to Produce A + Convenience Seriously value the customers’ timeMake things easier for the customerProduce “once-and-done” serviceMake doing business with the company easyOffer services that make the customer’s life easier
5 Give Serious Regard to Customer Time and Convenience Time is valuableMake sure customers get a realistic perception of how longs things take
6 Consider the Use of Virtual Waiting Techniques Waiting can cause customer dissatisfactionPlan for peak-time loads with adequate staffingDistract customers from waitingMake things easier for customersSimplify the product