10 customer expectations you can't afford to ignore
Post on 15-Apr-2017
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
10 Customer Expectations You Can’t Afford to Ignore
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from Brad Cleveland’s Call Center Management on Fast Forward
What does it take to meet customer expectations today? According to Brad Cleveland,
customers have 10 key expectations………
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
1. Be Accessible
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
2. Treat Me Courteously
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
3. Be Responsive
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
4. Do What I Ask Promptly
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
5. Provide Well Trained & Informed Employees
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
6. Tell Me What to Expect
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
7. Keep Promises
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
8. Do It Right the First Time
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
9. Follow-Up
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Be Socially and Ethically Responsible
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Looking for more tips on delivering winning customer experiences? Watch this free
webinar recording & download the slides for free:
bit.ly/3CXSecrets
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