For the Week 8 Critical Thinking Exercise, you are a manager for a home cleaning service. Identify what customers need/expect from your service, and why, as a manager, it is important for you to be responsive to their needs/expectations.
Customer expectation encompasses everything that a customer expects from a product, service or organization. Customer expectations are created in the minds of customers based upon their individual experiences and what they have learned, combined with their pre-existing experience and knowledge.
Some points to be focused on :
1. Clear and honest Communication:
Communication and information that is provided should be clear, consistent, complete and honest.Lack of clarity in communications has been widely cited as a significant issue that negatively affects customer experience.
2. Well Trained Staff:
Service agents and all staff involved in direct customer communications must be appropriately trained and skilled and must follow some work ethics and maintain good customer relationship.Every member of staff involved in direct customer communications, from front-line service personnel to switchboard operators and sales professionals, need to be adequately trained and highly confident in their skills and their ability to manage even the most demanding customer expectations.
3. Regular Follow-up:
Customer experience can be greatly influenced by whether or not an organization follows up after an initial contact. For example, if a customer has contacted a service desk, via telephone or maybe via an online chat facility, and a resolution to their issue was provided, this should be followed up, possibly via email, to confirm the recommendations provided and that the solution was successful.
Similarly, after a purchase it’s good practice to contact customers to verify that they are satisfied. Simple, easy-to-complete customer satisfaction surveys are a great way to follow up and derive some potentially valuable customer feedback.
4.Quick Service :
The Lead time between the Query generated by customer and solved by the service provider should be minimum.i.e when customer raise demand for obtaining a service, it should be quick and very much approachable.
5. Optimum service cost :
The service cost which should be charged to customer should be optimal and reliable as per the service provided. It should not be too expensive ( Leads customer to opt service by other competitor ) or too Cheap ( Leads customer to think that quality of service is very poor ).
6.Effective cleaning :
Cleaning that is done at customer end, should be easy and no residual should be left on which customer need to do other action or take service from other type of service provider. For ex: if while cleaning, some electrical connection was damaged, it will lead customer to be in problem and need to hire another provider for correcting electrical connection.
7. Technology used:
Technology used by service provider should be enough to do a great job as soon as possible
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For the Week 8 Critical Thinking Exercise, you are a manager for a home cleaning service....