Purpose
Customers want what customers want. Service professionals are responsible for developing a satisfying service relationship – even when the customer’s initial actions and communication are irrational and demanding. In an era of escalating expectations, how can your company develop a culture of customer satisfaction that lives up to each customer’s definition of service excellence?
While this may seem like an unrealistic expectation, the best companies and service professionals learn how to manage their own expectations, frustration and defensiveness in order to focus on helping each customer get what they want.
When service providers learn how to satisfy demanding customers in a purposeful manner, they establish a competitive advantage for their company and a sense of fulfillment for themselves.