Updated: Aug 17
The movies "What Do Women Want" (Mel Gibson) and "What Do Men Want" (Taraji P. Henson) were built on the lead characters discovering the mindset of women and men to understand what they really want. As the movies depicted, once you know what the opposite gender wants, then you can "get" any woman or man that you want.
It's pretty much the same with customer service - if we understand the mindset and expectations of customers then we can attract, keep and make powerful advocates of our customers. By paying attention to the five expectations that customer have (Berry et al, 1988): RELIABILITY, ASSURANCE, TANGIBLES, EMPATHY and RESPONSIVENESS (RATER) and applying them in all aspects of service delivery we can meet and exceed the expectations of our customers and WIN all the time with our customers.
Our whitepaper on "What Do Customers Want" explains the RATER framework and how to apply it to build and sustain fantastic service in your organization. Please click the link below to download the whitepaper for FREE.