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The Customer Bill of Rights: The Top Four Things Customers Want by Laura Stack

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1. Understand Expectations

 

The first item in our Customer Bill of Rights is that we need to understand our customers’ expectations.  Whatever the customer perceives to be true is true to them.  Is a perception a fact?  Of course not; however, it's reality to the person holding it.   

 

Thus, perceived service quality is the difference between what customers expect and what they get.  Every person has certain expectations, and as a customer service agent, which we all are, it’s your job to find out.  Once you know the expectations, you’re in a better position to exceed them, so people will perceive quality as being relatively high.

 

A study was done by the Strategic Planning Institute in Cambridge, Massachusetts, testing thousands of variables ...

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