Managing Customer Expectations
Ask the customer what they expect of you to start with so you can understand their issues better. This way the whole team can work together to meet the customers needs. Any hidden agendas the customer can be uncovered at this point, rather then at the end of the project or contract when its all too late!
The output of this process then needs to be recorded and communicated to the whole team so that it is clear to everyone what they need to do to make the project or contract successful. We call this the 'Guidance Sheet'.
Measuring Your Performance
Ask the customer to score what they expect from you and what they perceive your performance to be, so that the team can identify where its performance is falling short. By focusing on the performance gap between the two it removes the arbitrariness of different scoring scales, and gives you an agenda for closing the biggest gaps and most important gaps first.
This is all done using our web-enabled measurement service 'KPI-online'.
Closing the loop by going back to the Customer
Many companies focus to much on measuring customer service, but not enough time on resolving any issues and communicating these back to the customer. Would you give up your valuable time to complete another questionnaire if you did not receive any feedback, or notice any improvements from the valuable insights you gave last time.
We believe this part of the process is very important as it show the customer that you have taken their feedback seriously and made their lives easier by improving your service.