How To Deal with Customer perceptions & Expectations

Personal Development

By Kay Fitzgerald
Published November 19, 2020

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The customer may be technically wrong but their perception may be that they are right.

Deal with facts and not emotions 

The Customer

Reality &

Make sure that you have all the facts before you make a decision.

Understand that resolution is not a question of who'd right and wrong.

The Customer

Reality &

The customer's perception of a situation may differ from your one.

Perception is closely linked with expectations.

With Perceptions

Dealing

Perception can emerge for initial contact with the:

- Organization
- Marketing material
- Customers
- Product

With Perceptions

Dealing

Expectations are set by the customer and depend on:

- Past experience
- Sociocultural aspects
- Education

With Expectations

Dealing 

You cannot assume what an expectation is.

You need to ask questions to determine exactly what they are.

With Expectations

Dealing 

Final thoughts: Get the facts to handle a complaint effectively.

A fact can be proven.
A feeling can make a huge difference
in how a fact can be interpreted.

Feelings

Facts Versus

An opinion is an interpretation of a situation.

An estimate carries less weight than a fact.

Feelings

Facts Versus

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