The aim of Expectation Management is to earn the customer’s loyalty.

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Expectation Management?

When a customer lodges a complaint, what they are really saying is that the company has failed to meet their expectations. This displeasure, which converts the customer into a detractor, must be managed properly to neutralise the bad feelings and try to turn the client back into a supporter.

¿How?

By implementing systems designed to handle such incidents correctly and expeditiously.

What else can we take away from this?

This also helps us to identify operational, commercial or communications failures which, if addressed and corrected, will surely improve the way our customers perceive us in the future.

How do we do this?

More than a tool, this is really a service methodology. However, having the right tool will clearly make things even better. Our proposal is PlanTalk.

What does it do?

It provides a methodology and indicators for designing and maintaining a Customer Incident Management Service which, in addition to building loyalty through fast, personalised services, helps to identify operational, commercial or communication failures so that they can be corrected in current and future products and services.

Applications

In sectors like banking, insurance, utilities, telcos, etc., customers can change providers easily and all of these sectors have a high number of complaints. By correcting errors and addressing complaints, we can turn an expense into an opportunity for improvement.

Service Methodology

Objectives::

1- Earn the customer’s loyalty with fast, personalised service.

2- Convert the management of customer complaints into a source of information for continuous improvement of operational, commercial and communications activities.

3- Treat all customer incidents in an integrated manner.

4- Rout all tasks to the management position automatically, regardless of whether they are front-office or back-office.

Service Indicators

Some of the indicators that measure service quality are:

  • The Net Promoter Score (NPS) is a customer experience indicator based on the customer’s response to the following question: “How likely would you be to recommend the company or a product or service of the company to a family member or friend?”. 
  • The percentage of incidents in which regulators get involved indicates the quality of the service received.
  • Response time and confirmed resolution time.

Downloads

  • PlanTalk Brochure
  • Expectation Management Brochure

Service Indicators

One of the indicators used is the Net Promoter Score (NPS), a customer experience indicator based on the customer’s response to the following question:

“How likely would you be to recommend the company or a product or service of the company to a family member or friend?”

(NPS = %Promotors –%Detractors).