by Kenneth Boser II

Created on: May 29, 2011   Last Updated: May 30, 2011

In the customer service industry, there are certainly expectations - expectations parlayed by the customer as to what would make them contented with their purchase or happy with a resolution of their issue, and expectations of those providing the customer service that would allow the means, the information, and the appropriate course of action to be taken on the customer's behalf.

Indeed, the expectations of the customer versus what can be provided through customer service can be something small or vastly different. As customer service agents, it is important to not only be able to assist the customer with their issue, but it is also necessary that the customer's requests are of a reasonable nature - so as not to provide for the loss of the company that is providing the service for that customer.

This is what makes setting and managing the expectations the customers could expect a challenging, but often, rewarding venture.

The first step is to properly acquire from the customer accurate information as to the issue the customer is facing. If it is a broken product that the customer would like replaced or refunded, a warranty policy should be in effect to account for defects or damages to specific products of the company. The warranty should be for a specific period of time, and should provide for the replacement of defective merchandise in a timely manner, as well as providing means for the disposal of the defective merchandise that was causing the issue.

When we know what the customer is seeking, we can inform them about our ability to fulfill their request. The thinking should be, "If we can provide the customer with what would make them content in their investment in our company, we should do it."

One such issue of increasing importance, of customer ire, and of businesses' inability to provide, is return shipping. Customers often balk at the cost of shipping an item back to the manufacturer for replacement, simply because the shipping costs have risen exponentially over the past few years. While there are some companies that can provide this level of support, the vast majority of companies are not able to cover shipping costs both ways - to and from the customer.

The other step is to respond kindly to the customer, even within the context of an upset or irate customer. The purpose of the phrase, "Kill them with kindness," applies here - though in that context, soothe their angst and anger may be stated as the purpose of what may make an unpleasant experience palatable.

With both steps the expectations are managed and set, and should provide the customer with ample information to resolve their issue through customer service with ease and friendliness, while allowing the customer and service personnel relationship, though just started, to continue.

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