Management Training: Customer Service

Our Customer's Expectations

One of the easiest ways for us to become aware of our customer's expectations is to listen.

Customer comment cards are a very important feedback tool. Sometimes the customer comments are not what we want to hear, but we need to know! A negative comment is an opportunity to review what happened and how we can make it a positive experience for future customers.

Every customer that sends us a letter or card gets a written response from our Senior Vice-President, Greg Williams. If our goal is to exceed expectations then we must completely understand the minimum service level the customer expects.

Below are 5 major areas of customer complaints. Rate these 5 in order of total number of complaints received. (#1 would mean you believe this is the area of the most complaints.)

Damaged and/or stained merchandise

Improper fit

Had to wait too long

Too expensive

Poor service (ex: rude employee; ignored)

This is a pilot project. Please send us comments.