Customers want a desired service to be performed dependably, accurately and consistently. Broken promises are a big source of customer dissatisfaction. - Responsiveness. Customers want prompt service. They want their phone calls answered or returned quickly. They also want helpful information about products or services.
Customers appreciate employees who are courteous and knowledgable about a product or service.
Employees need to project confidence in the service they provide. Customers want individualized attention and they want to be treated as individuals. They want company representatives to listen to them and they want to be noticed. Remember, dissatisfied customers tell other people why they stopped doing business with a particular company. Studies have consistently shown this to be true.