| Thumb rule for any service delivery function is to raise | | | | cannot be offered. These could be any reasons and in |
| the bar of their offerings every single time day in day | | | | some cases the service providing team might not be |
| out. People involved in a service delivery function are | | | | having any bearing or control over such situations. |
| expected to repeat the same every single time | | | | Smart people are able to serve people better. |
| number of times in a day when they communicate or | | | | Communicating effectively with the end users is |
| interact with different sets of people. There should be | | | | essential when one is in the process of lowering the |
| no compromise with this because if once end users | | | | customer's expectation levels. Early and correct |
| form a negative perception of your service offering; | | | | communication strategy used with the customer's will |
| there is no way in the world that you would be able to | | | | help them reconcile to the fact that during their current |
| change their minds. | | | | transaction with the service provider they will not be |
| Experts in the customer service industry would always | | | | able to savor the usual high standards as they are |
| implore their team members to come up with a | | | | used to. If there is a flaw in the communication |
| delivery function which is absolutely flawless and there | | | | strategy used for lowering customer's expectation |
| is no compromise in any which way; so as to ensure | | | | levels; things could snow ball into a major catastrophe |
| that the customers feel that they have the best | | | | for the business which might end up loosing a large |
| service provider serving them. | | | | chunk of their value able customers. |
| Keeping the principal of keeping the customers | | | | Another given when lowering the customer's |
| satisfied and loyal to your service delivery; it may not | | | | expectation levels is that you have to surpass or still |
| be incorrect to say that at times in view of the macro | | | | exceed their expectations so that they are able to |
| picture and things at stake it is not a bad idea of lower | | | | pass this as a one off incident and continue to remain |
| the customer's expectation levels. As tricky and stupid | | | | loyal with you. There is this fine balance which one has |
| it may sound here; but this idea becomes a handy tool | | | | to maintain; the balance of lowering the customer's |
| especially in a situation wherein there are genuine | | | | expectation levels and then surpassing them to ensure |
| reasons because of which the normal high standards | | | | a delightful customer going back. |