Many think that if you offer a smile and an email for follow-up comments, your customer service is all set. But this is just the tip of the iceberg. To deliver truly exceptional service, you need to understand customer expectations.
Who are your customers and what do they need? How can you go above and beyond with your service? What can you do to create a special experience for these patrons?
These are the questions you need to be asking. Only then can you set a high bar for customer satisfaction and keep buyers coming back for more.
To get you started, let’s look at three tips for understanding customer expectations and providing excellent service.
1. Be transparent
It’s crucial to be open and honest about your policies and products. According to a recent study from Label Insight, almost 94 percent of consumers are more likely to be loyal to a brand that offers full transparency, and 56 said they would even be loyal for life.
If you try to hide anything from your customers, they will seek out another brand that is up-front with them. They’ll also be left with poor expectations of your company. On the other hand, if you tell consumers everything they need to know from the get-go, you’ll be more likely to earn their trust and business.
2. Establish channels for communication
Let customers know where they can send their questions or comments. Set up a real-time chat service on your website. Encourage people to leave reviews on your Facebook page. Create a Twitter account just for customer service questions, like Nike and UPS did. Start a blog where you post regular updates about your policies and products.
If people know they can reach you easily and get the information they need, they’ll have a much more seamless experience with your business. Also, remember that social media channels are public. You won’t just be helping individual customers on these platforms; you’ll also be showcasing your customer service skills and setting expectations for future patrons.
3. Follow up on your conversations
Keep customers engaged with follow-up emails or phone calls. You might inquire about their experience, for instance, or ask them what you can do to make it even better next time. If they had a complaint, follow up with a special offer for a future visit. Or if they gave positive feedback, send a “Thank you” note with a personalized touch.
This will help you establish one-on-one conversations with your customers, build loyalty, and increase the chance that they’ll choose your business again.