1. Exceed Customer Expectations with Convenience
Chapter 12
Exceed Customer Expectations with Convenience

2. Exceed Customer Expectations with Convenience and Timing
Understand what A + convenience is.
Identify and site examples of ways to improve speed of service and ease of doing business
Avoid the problem of over-promising and under-delivering service.
Show customers how you value their time.
Explain how past examples of increasing speed and convenience have allowed for major advances in customer service.
Understand the concept of “virtual waiting” and how you can use this to exceed customer expectations.
Identify examples of improvement in customer ease of use and once-and-done service.
Consider possible ancillary services that could help create an A + experience for customers.
Describe the potential advantages of simplifying products for better customer service.

3. Understand what A + Convenience is
Speed
Simple
Over-promising and
under-delivering

4. How to Produce A + Convenience
Seriously value the customers’ time
Make things easier for the customer
Produce “once-and-done” service
Make doing business with the company easy
Offer ancillary services that make the customer’s life easier

5. Give Serious Regard to Customer Time and Convenience
Time is valuable
Speed is easier to work with than convenience
Make sure customers get a realistic perception of how longs things take

6. Consider the Use of Virtual Waiting Techniques
Match Capacity to Demand
Respond to How Customers Perceive the Wait
Make Things Easier for Customers

7. Create Once-and-Done Service
Make Doing Business Easy

8. Offer Ancillary Services

9. Simplify the Product