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What are effective strategies for managing customer expectations and setting realistic service goals?

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Managing customer expectations and setting realistic service goals are crucial skills for any customer service manager. They help you deliver consistent and high-quality service, avoid customer dissatisfaction and complaints, and improve customer loyalty and retention. In this article, you will learn some effective strategies for managing customer expectations and setting realistic service goals, such as:

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Dana Veenstra

Senior Manager, Secured Lending Services

1 Communicate clearly and frequently

One of the most important ways to manage customer expectations is to communicate clearly and frequently with them. You should inform them about your service standards, processes, policies, and timelines, and update them on any changes or delays. You should also use clear and simple language, avoid jargon and technical terms, and confirm that they understand your messages. By communicating clearly and frequently, you can avoid misunderstandings, confusion, and frustration, and ensure that customers know what to expect from you.

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Dana Veenstra

Senior Manager, Secured Lending Services
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I have definitely found honesty to be the best solution here, talk to them as people in real life vs a job. Dont give them too much information. Just walk them through the stages as they come.

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Sally St?we

Co-Founder @ Customer Obsessing Consulting | CS Thought Leader to Watch 2023
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As a trained project manager, for me great communication is all about setting the right foundation. At the beginning of any customer project, even if it is a continuous relationship, it's crucial to set out the goals, ground rules and boundaries of the collaboration of all stakeholders. This could come in form of a Statement of Work (especially e.g. for Implementation Projects) or Services Levels (that are probably agreed on during pricing and sales already). Thanks to these types of documentation, there is always a written agreement around communication principles to refer back to throughout the collabroation.

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2 Align your goals with customer needs

Another key strategy for setting realistic service goals is to align them with customer needs and preferences. You should understand your customer segments, their pain points, their desired outcomes, and their feedback. You should also use data and metrics to measure your current performance and identify areas for improvement. By aligning your goals with customer needs, you can ensure that your service goals are relevant, achievable, and meaningful, and that they deliver value to your customers.

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Sally St?we

Co-Founder @ Customer Obsessing Consulting | CS Thought Leader to Watch 2023
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+1 on this whole paragraph! Any customer-facing team struggles at times to not loose focus on exactly those goals in needs, so we need to build thorough processes to keep them top of mind. A great foundation is to map your customer journey in real detail and keep it front and center at internal meetings & processes. Also including the review of customer objectives in cadence calls, health updates, etc. is a great way to use external meetings for this type of review in a high periodicity.

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3 Use customer service management software

A useful tool for managing customer expectations and setting realistic service goals is customer service management software. This is a type of software that helps you organize, track, and automate your customer service activities, such as tickets, requests, issues, feedback, and surveys. Customer service management software can help you streamline your workflows, improve your efficiency and productivity, and enhance your customer experience. It can also help you monitor your performance, track your progress, and adjust your goals as needed.

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Michael Jones

Customer Service professional with Collections experience who is passionate about delivering 1st class service.
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This type of software can be invaluable but the most important thing of all is for customer-facing staff to take time to read previous notes so they're informed of the customer's previous dealings.

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Sally St?we

Co-Founder @ Customer Obsessing Consulting | CS Thought Leader to Watch 2023
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Yes, tooling can be a great help... BUT strategy always has to come first. Especially when building out strong processes, the whole design process and first iterations can absolutely live in a good old Google Doc. Once you are well prepped and ready to scale, tooling can become a wonderful growth lever. It will however always be only as good as the input you provide and the processes you run through it!

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4 Train and empower your team

A vital factor for managing customer expectations and setting realistic service goals is your team. You should train and empower your team to deliver excellent service, handle customer issues, and meet your goals. You should provide them with the necessary skills, knowledge, tools, and resources, and encourage them to learn and improve. You should also empower them to make decisions, solve problems, and take ownership of their work. By training and empowering your team, you can boost their confidence, motivation, and satisfaction, and ensure that they can meet and exceed customer expectations.

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Michael Jones

Customer Service professional with Collections experience who is passionate about delivering 1st class service.
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Completely agree. Nothing worse for an unhappy customer than getting through to someone who can do no more than 'make a note on your account' Training and empowerment go hand in hand so that the right support can be provided on each occasion.

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Sally St?we

Co-Founder @ Customer Obsessing Consulting | CS Thought Leader to Watch 2023
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We at Customer Obsessing always work through the CS teams we get to work with! Bringing the whole team along during a process creation is a great first step, but continuous training on the job is fundamental. As a leader, walk new and tenured employees through the plays of their role from time to time, work on real life customer cases with them and use good & bad cases as learning examples for the wider team. We find that teams are way more eager to learn and develop that oftentimes assumed by their leaders!

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5 Seek and act on feedback

A final strategy for managing customer expectations and setting realistic service goals is to seek and act on feedback. You should ask your customers for their opinions, suggestions, and complaints, and listen to them attentively. You should also analyze your feedback data, identify trends and patterns, and prioritize areas for action. By seeking and acting on feedback, you can show your customers that you care about their satisfaction, learn from your mistakes, and improve your service quality and performance.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are effective strategies for managing customer expectations and setting realistic service goals?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Align your goals with customer needs

3 Use customer service management software

4 Train and empower your team

5 Seek and act on feedback

6 Here’s what else to consider

Customer Service Management

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What are effective strategies for managing customer expectations and setting realistic service goals?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Align your goals with customer needs

3 Use customer service management software

4 Train and empower your team

5 Seek and act on feedback

6 Here’s what else to consider

Customer Service Management

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