Setting Clear Goals For Customer Needs

Managers are commonly held accountable for their teams' failure to meet or exceed customer expectations, yet it is their responsibility to guarantee that this never occurs. People whose employment doesn't normally have them interacting with the public are welcome to come as well.

When it comes to serving others, especially customers, most people don't realize how much of a group effort it really is. Most businesses engage with clients either directly or indirectly. In the HR field, you're expected to help staff members with anything they need, whether it's with their compensation or their continuing education. Working in accounting, you may be required to provide outstanding assistance to department heads who rely on financial reporting to complete their tasks. Do you see it now?

There are essentially three levels of service available to customers. Expected, desired, and unexpected are the three types.

Expected level

To receive recognition, one simply needs to meet or exceed the market's minimum expectations.

Desired level

The bottom line benefits from exceeding customer expectations.

Unanticipated level

To provide service at an unexpectedly high level, one must go above and beyond expectations, producing perfect outcomes, delighting the customer, and keeping them ecstatic.

Let's presume, though, that the surprisingly high quality of customer service has no negative consequences.

If you were to rate how well you serve "clients," where would you land? Do you realize it's your job to make sure your team always exceeds customers' expectations? If not, take a deep breath and reconsider your group's goals.