Unreasonable expectation or true problem product?


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Improving the customer experience or maintaining high levels of satisfaction is on every organization’s priority list (and if it’s not, it should be). Analyzing customer comments left in post-call surveys will give you the reasons as to why a customer scored their experience with your company the way they did. Sometimes, however, reading between-the-lines needs to be applied in order to uncover the real problem. Maybe the problem is related to your customer’s expectations. Managing customers’ expectations from the start could help prevent the unreasonable expectations seen in the comments below.

“Basically I was told to get a bucket of water and soak my clothes before washing them. That’s how horrible this product is. I did not receive any help this time, or any service person to come out to my house.”

“The representative did a great job helping me out. Everything was great with that. The only thing I didn’t like is that we would be out the cost of service. I don’t like that it costs extra. Also, I’m not really interested in seeing this company invest in wind, and things like that. If I wanted windmills and trains, I’d go back in time about 100 years ago. I’d rather see more efficient coal and maybe even nuclear. That’s all I need. Thanks.”

“This machine has worked on and off since we purchased it. We’ve had the serviceman out over half a dozen times. This thing stinks. For the amount we paid for it, we expect better alarms that do not beep continuously and incessantly, as if we were going to have a nuclear holocaust if we don’t take this stuff out in 30 seconds.”

“Please don’t answer questions and say you are going to refer someone to an expert. When I was transferred they denied being an expert, so it is much more bureaucratic than it needs to be.”

Happy Monday!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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