Businesses have to be adept in managing customer expectations. It is about communicating with and preparing the customers to be in the best state of mind to appreciate a helpful, efficient and effective service desk. This becomes crucial when customers do not get what they want or need, or when the fix or the service delivery takes longer than expected. However, a quick and efficient resolution always helps.
For customers, the key question is about how fast the service desks respond to, and resolve, incidents and service requests. It may not be so crucial if it is a first contact resolution but for the other 30-50% of incidents and the majority of service requests, the customer will have service expectations. Any un-met expectations not only harm the corporate reputation and lead to poor end user perceptions; they also create additional work, with customers repeatedly contacting the service desk to get an update, satisfactory reply or closure. Therefore, businesses need to get a grip on the entire service experience and look at ways to manage these customer expectations.
Ways of Managing Expectations
Some of the effective and tested ways to manage expectations include:
How to Go About It
For a start point, there are enough examples of successful (and not so-successful) customer service approaches that can serve as the foundation. However, the practical terms have to be laid out by each business when they put their thoughts to how their enterprise service desk can better manage and deliver against customer expectations.
It starts with analyzing the service experience that the service desk currently provides. Then creating agreed service levels for handling issues, requests, and the customers’ expectations of delivery sets the benchmark which has to be compared with industry best practices. This has to be followed by clear and decisive communication about resolution. The vital cog in the wheel is the use of technology to the best advantage in resolving the issue, engaging with the customers, communicating with them and leverage capabilities such as chat, self-service, self-help, and communities to improve the service experience.
In this respect, the efficiency and effectiveness of a technology solution like the Wolken Customer Service Desk can be a game changer. It simplifies the process of receiving and resolving customer service requests and provides a holistic view of the customer as a unit. The solution provides the customer service agents with actionable insights, leading to faster and more relevant actions that deliver qualitative customer support.