How to Build Trust by Managing Customer Expectations
By Jeff MowattAre you noticing how customers are becoming more demanding? When managers bring me in to deliver customer service training for their teams, one of the most frequent concerns they share is how customers seem to be angrier, more frustrated, and more rushed than ever. But is that really true?
My experience over the 30-plus years that I’ve been speaking and training on the topic is that customers aren’t necessarily grumpier. It’s that they occasionally receive service that’s faster than expected, like Amazon’s overnight delivery. And they’re also doing business with organizations like Uber that report real-time the driver’s location, and … Read the rest