Communication is more important than delivery

The video emphasizes the importance of communication over delivery in customer satisfaction. It shares insights from a support team leader who found that spending more time on communication led to happier customers. The video advises informing customers about delays promptly, allowing them to plan accordingly, which is often appreciated more than rushing to meet deadlines.

What was the initial focus of the speaker when trying to delight customers?

• Offering discounts

• Building strong relationships

• Quick delivery of services

• Providing detailed reports

What did the speaker learn was more important than delivery?

• Customer feedback

• Communication

• Product quality

• Team collaboration

How did the speaker's customers react when they were informed about delays?

• They demanded a refund

• They appreciated the transparency

• They were upset and frustrated

• They stopped using the service

What is the recommended first step when realizing a deadline cannot be met?

• Work overtime to meet the deadline

• Offer a discount for the delay

• Immediately inform the customer

• Ignore the issue and hope for the best

According to the speaker, how often do customers find it acceptable when informed about a delay?

• Never

• Nine times out of ten

• Sometimes

• Rarely