Knowing the Importance of Identifying Customer Service Expectations

Managers are often blamed for subpar service, but it is actually their job to ensure their staff consistently exceeds expectations. All are welcome, whether or not their jobs require them to interact with the general public.

Most people don't understand that service to others, especially customers, is a team effort. If you don't interact with customers directly, you almost certainly do so indirectly. Working in HR means you have an obligation to assist any employee with issues like payroll or education. If you work in accounting, you might be expected to provide excellent support to the managers in charge of departments that depend on financial reports to do their jobs. Have you figured it out?

Customers have access to essentially three tiers of support. The three categories are referred to as "expected," "desired," and "unexpected."

Expected level

One need only perform at or above the market's baseline standard to be praised for an effort.

Desired level

You should always give your customers more than they expect, because satisfying them is good for business.

Unanticipated level

Unexpectedly high levels of service involve going the extra mile, delivering flawless results, making the customer extremely happy, and maintaining that level of satisfaction over time.

However, for the sake of argument, let's pretend that the unexpectedly high level of customer service has only beneficial effects.

Where would you place yourself on a scale measuring how well you serve your "customers"? Did you know it was your responsibility to make sure that your team consistently impressed customers? Otherwise, take a deep breath and rethink your group's objectives.