how to manage customer expectations and expected timescales

Question 1

strategy 1: communication with customers

Answer 1

communicate early and honestly with customers. this builds trust with the buisness and the inforamtion they are given sets boundaries and realistic expectations from the start.
effective communication and proactive managemetn are essential for achieving customer satisfaction

Question 2

strategy 2: monitor competitors

Answer 2

monitor what other businesses are doing, customer expectaions are influenced by what they have experienced elsewhere and what they see other companies doing

Question 3

strategy 3: service legal agreement+

Answer 3

A SLA should be clearly advertised via the companys website, FAQ pages, emails or messages on the business telephone number. SLAs may detail response times to queries, delivery times ect..

Question 4

what must buisnesses do before geting SLAs

Answer 4

research how long on average they take to complete each task and how this compares to other businesses in their sector/area. it is important to add in some contingency time when deciding on delivering timescales, as it is better to overestimate as it would thereby exceed the customers expectations

Question 5

service level agreement (SLAs)

Answer 5

a contact between a buisness and customer that states the service to be provided, the level of performance to be expected, how performance will be measured and approved, and what happens if performance levels are not met

Question 6

frequently asked questions (FAQs)

Answer 6

may be found on a companies website at the bottom of a page or instructions when relating to a product or service; their location may depend on the buisness and not all businesses have them