Did you know that customer service is all about expectations? No matter what the size of your company or the industry, in order to stay competitive and ensure customers stay loyal to your business, meeting their expectations is essential. Every interaction you have with customers’ matters. Make sure that you map out all the customer engagement points and create seamless experience across all touch points. But what do customers really want? Here’s a look at some essentials that should be kept in mind to not only meet but also exceed expectations.
Communication is Key
Active listening is vital for understanding what your customers want. When hiring frontline staff, ensure you have people on your team who are emotionally intelligent and can demonstrate empathy. It shows customers that you understand what they need and care about them. Train your representatives to effectively communicate with your customers. In this digital era, customers want their questions answered instantly. A great way to make yourself available round the clock for your customers is by integrating real time live chat software to your websites. This will also add the essential human element to your online presence. Train your live chat agents to convey clear messages with warmth and empathy to build a long lasting relationship with the customer.
Offer Proactive Customer Support
Anticipating problems and keeping customers in the loop is vital. Businesses providing proactive customer support let their customers know in advance about a problem and share what they are doing about it. For example, call your customer to inform that the shipment has been delayed and when it is expected to be delivered. Monitor your social media platforms to understand needs of clients and offer support to them accordingly. Reach out to your customers and talk to them before complains start coming in.
Promise What Can Be Delivered
People build their expectations with what you promise to them and if you fail to keep those promises, not only will those people abandon you but there is also a strong possibility of them spreading negative word about your business on social channels. To succeed in business today, you need to make promises that are truthful and achievable. Be honest and realistic so that your customers can trust your business and know what to expect when you tell them something.
Regular Follow-ups and Feedback
Following up promotes open communication between a business and the customers. It nurtures customer relationships and is considered as a great source to monitor client satisfaction. When you follow up with a customer, find out if they have any questions regarding your products or service that has been provided to them. Provide them regular service updates and ask them what they think. Offer them personalized care and attention. If a complaint has been resolved, always check how the client is doing and if they need anything else. Get feedback surveys regularly to understand the needs of your clients.