Customer Focus: Customer Service Later (Stop Exceeding Expectations)

Designed for both business owners and employees, this Customer Focus: Customer Service Later (Stop Exceeding Expectations) course explains why you should not strive to exceed customer expectations. It’s natural to want to exceed expectations when we hear it repeated that we should “go the extra mile” for customers. However, this approach doesn’t actually guarantee repeat business. In this course, we’ll go over the issues that arise when exceeding customer expectations while also explaining more effective strategies you can use to keep your customers satisfied and, more importantly, loyal. We will also review the difference between a customer’s needs and their unmet needs, as well as how to determine a customer’s changing needs effectively.

Part of our Customer Focus series, this course includes a video presentation, downloadable student materials and a short post-assessment quiz to review your knowledge.