4 Tips for Managing Customer Expectations

When providing your customers with exemplary service, managing their expectations is essential. Follow these four tips, toDCarn-image establish a rapport with the customer, determine their wants and needs, and ultimately set realistic goals to leave them satisfied.

  1. Cushion with empathy.Listen and acknowledge the customer’s issue and relate to their emotions. To demonstrate that you understand and care about their feelings, use cushion statements such as “I hear what you’re saying and what you’re saying is important.”
  1. Understand the priorities.  Ask questions to make sure you and the customer are on the same page in regards to their needs. Determine their expectations from you as well.
  1. Under-promise and over-perform.Set realistic expectations with customers. Make sure you can consistently achieve and exceed. It’s better to set reasonable goals and exceed a customer’s expectations than to promise the world and under-deliver.
  1. Check for agreement.Ensure that the customer understands the next steps and when they can expect a resolution.

Submitted by:   Jan Kaeo – President

Dale Carnegie Training Hawaii

0 Comments

Related Posts

Hawai‘i Hotel & Restaurant Show

Hawai‘i Hotel & Restaurant Show

March 22 – 23, 2023 9am - 5pm Hawaii Convention Center The Hawai‘i Hotel & Restaurant Show is partnered with the Hawai‘i Lodging & Tourism Association, the Hawai‘i Restaurant Association, and Star Events (a division of Oahu Publications, Inc.) to showcase the...

15th Annual Golf Tournament

15th Annual Golf Tournament

When: May 18, 2023  11:00 AM - 7:00 PM Location: Hawaii Prince Golf Club 91-1200 Fort Weaver Rd, Ewa Beach, HI 96706 Registration: 10:00, Shotgun: 11:00 AM Registration A - Platinum Sponsor – $1,500.00 3-Player team, includes cart; green fees; light lunch;...

March 2023 Chairman’s Message

March 2023 Chairman’s Message

Aloha to our Hawaii Restaurant Association community, Please mark March 22nd and 23rd in your calendar and we look forward to seeing you at this year’s Hawaii Hotel and Restaurant Show (HHRS). You will be presented with the next frontier of Hawaii’s hotel and food...