Meeting (Basic) Customer Expectations

Basic expectations

Every time customers do business with an organisation, they are, expecting to fulfil some basic needs:

Friendliness: The most basic of all customer needs, friendliness is usually associated with being greeted politely and courteously. A smile helps

Understanding and empathy: Another basic customer need.  Usually associated with being treated politely and courteously.

Fairness: The need to be treated fairly.

Control: Control represents the customer’s need to feel they have an impact on the way things turn out.

Options and alternatives: Customers need to feel that other options are available to getting what they want accomplished.

Information: Customers want to be informed about the product benefits and features as well as other key factors involved in the exchange with your organisation.

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