Chapter 12

1. Chapter 12 Exceed Customer Expectations with Convenience

2. Exceed Customer Expectations with Convenience and Timing • Understand what A + convenience is. • Identify and site examples of ways to improve speed of service and ease of doing business • Avoid the problem of over-promising and under-delivering service. • Show customers how you value their time. • Explain how past examples of increasing speed and convenience have allowed for major advances in customer service. • Understand the concept of “virtual waiting” and how you can use this to exceed customer expectations. • Identify examples of improvement in customer ease of use and once-and-done service. • Consider possible ancillary services that could help create an A + experience for customers. • Describe the potential advantages of simplifying products for better customer service.

3. Understand what A + Convenience is • Speed • Simple Over-promising and under-delivering

4. How to Produce A + Convenience • Seriously value the customers’ time • Make things easier for the customer • Produce “once-and-done” service • Make doing business with the company easy • Offer ancillary services that make the customer’s life easier

5. Give Serious Regard to Customer Time and Convenience • Time is valuable • Speed is easier to work with than convenience • Make sure customers get a realistic perception of how longs things take

6. Consider the Use of Virtual Waiting Techniques • Match Capacity to Demand • Respond to How Customers Perceive the Wait • Make Things Easier for Customers

7. Create Once-and-Done Service • Make Doing Business Easy

8. Offer Ancillary Services

9. Simplify the Product