How to exceed customer expectations? What is customer expectation? Setting customer expectation means telling your customer what he can get and what he can't get at all. The ultimate goal is to reach an agreement with customers, which should be based on a win-win situation. If there is a big gap between the expectations you set for customers and those they ask for, even if you use more skills, I'm afraid customers won't accept it, because customers' expectations are the most important to them. Therefore, if the service representative can effectively set the most important expectations for customers and tell them what he can get and what he can't get at all, it will be much easier to reach a final agreement. Second, managing customers' expectations In today's unprecedented fierce competition in various industries, customers are the foundation for the survival and development of enterprises. Customer expectation management is a problem that every enterprise must face. The key to expectation management is to give customers a reasonable expectation, so that enterprises and customers can work in one direction, narrow the gap between expectations and achieve a win-win goal. (1) It is necessary to use various channels to understand the reasonable expectations of target customers, even the reasonable expectations of customers are varied and have different standards. Some of these expectations are reasonable and can be met quickly, while others are reasonable, but they cannot be met in a short time. This requires us to use various channels to try to understand the reasonable expectations of customers and respond quickly. If you can meet them right away, you should provide services to help them achieve it. If you can't meet it temporarily, explain it well and try to get the understanding of customers. (2) Whether it is reasonable to correctly handle unreasonable customer expectations and define expectations should be determined by industry standards. You can't show impatience with unreasonable expectations, because "the customer is always right", and patient explanation and communication are necessary. However, some "unreasonable" customers will be obsessed with such problems. At this time, only by showing a very positive desire to help customers and giving them a feeling that they have tried their best can they gain sympathy and recognition from customers. (3) appropriately reduce customer expectations When a service representative can't meet customer expectations, he has only one skill left, and that is how to reduce customer expectations. Properly reduce the excessive expectations of customers and control the expectations of customers at a relatively low level, our marketing activities will have more space, and it will be easier to make customers' perceptions meet or exceed their expectations. For example, in the actual service work, we will meet some customers, pay a small tour fee to the travel agency and want to stay in a five-star hotel. Faced with these unreasonable expectations, we can persuade our customers by publicizing relevant laws and policies and reduce their unrealistic expectations. (4) Providing information and choices When customers' expectations cannot be met, we should provide customers with other information and choices. For example, the hotel rooms have been rented out, and there are no rooms to rent to some guests. This means that we can introduce hotels with similar prices around the hotel to customers, which is equivalent to providing him with a favorable suggestion and adopting another solution. (5) The expectations that can be achieved by creating customers are too low to attract customers, and too high to satisfy customers. We must find a balance between the two. As ISO certification says: Keep your word, keep your word. Only by doing your promised service well, fulfilling your promise and meeting the needs of customers can we maintain high customer satisfaction for a long time. (6) strive to exceed customer expectations. If we just want to meet customers' expectations, this is obviously not enough. We must exceed customers' expectations to retain customers. Only by "providing better than promised" can customers get unexpected joy. Therefore, under the premise of doing a good job in basic services, it is very necessary and important to continuously deepen the development of various excellent services and family services. Third, how to exceed customer expectations It is not enough for an enterprise to meet customer expectations. It is necessary to exceed customer expectations in order to retain customers. If we can exceed the customer's expectations in the following six aspects (or one or two of them), then the customer's loyalty may be greatly improved (1) How can the value exceed the customer's expectations in terms of product value? Value is always related to price. In fact, the definition of value is: the quality of products or services corresponds to the price. Many enterprises try their best to reduce prices in order to improve customers' recognition of value. But lowering the price is not the only effective way, nor is it the best way. A better way is how to improve the perceived value of customers. Sometimes customers just need some hints about the value they are accepting, such as the appearance of service environment, the comfort of facilities, the appearance and packaging of products, the appearance of service personnel and so on. Of course, the credibility of the enterprise and the brand image of the enterprise are both important factors to create higher perceived value. If you want to exceed customers' expectations, you need to create strong perceived value, and you can do a lot in these areas. (2) Information How can we exceed customers' expectations by providing them with more, clearer or clearer useful information? For example, the fund management company sends you the important financial news after finishing every week, and the weekly changes in the net value of the fund. Is an example of exceeding customer expectations by providing more information. In fact, sometimes, many hotels and restaurants will inform customers of the latest French dinners, Southeast Asian food festivals and other catering activities, which is also an example of providing valuable information. (3) Speed In terms of service speed, how can we exceed customers' expectations? Repeated research on customers shows that customers don't like to wait too long to get products or services. Throughout all industries, people need to get the attention of others in time. Even if people eat leisurely in big restaurants, they still value instant service. "Providing fast service is an important performance that exceeds customer expectations." For example, in our canteen, whenever we have lunch at noon, there will be a lot of people at once, but they all queue up from a window to wait for the candidate dishes. Generally speaking, four meats are optional, and four vegetarian dishes are optional. Some people always slow down when they choose, and the aunt who serves them is rude to urge them to speed up. One day, a special window was opened to fix two kinds of meat and vegetables, which met the needs of some people who didn't want to queue up, and the service speed was obviously improved. (4) How does personalization exceed customers' expectations in terms of personalization? Every company or organization is providing personalized service to its customers. This personalization is made up of countless small behaviors exhibited by people who work there. Friendly, polite, caring, understanding, sympathy, efficiency, professionalism and quality will be expressed in non-verbal ways. This is also the most effective aspect of the enterprise. (5) How can add-on products exceed customers' expectations by adding or selling what customers need or like? The shop assistant in the shoe store matches shoes for each pair of Xindu, which is an example of exceeding customers' expectations. Sometimes it's a gift, sometimes it's a gift. Both methods are effective. The best free gifts are those that make the store feel high in value and low in cost. For example, many cosmetics companies will give customers some samples of new products, which is actually a good example, exceeding the expected value of customers and promoting new products. (VI) Convenience How can we make products or services more convenient than expected, thus exceeding customers' expectations? This may be the efficiency problem that puzzles people today, which exceeds the potential of customers. Customers still face many inconveniences every day. If you can come up with many things that are more convenient than expected, you will have a very strong competitive advantage. For example, in the past, if you wanted to check the balance of a bank account, you needed to bring your passbook to the bank window to check. But suddenly one day, you find many small commercial banks. You can check them online. This is much more convenient.