5 Things That Customers Expect
Have you ever visited a place with a lot of expectations that were not met?
Last year, I saw great items that were sold online and since their captions were impressive, I decided to pay a visit because most of the items were on offer in that company. When I arrived there, I was surprised because their items didn’t look like what was portrayed online. I was also not welcomed and the attendant was busy talking on the phone. She seemed to be conversing with a friend and she kept me waiting for 30 minutes. With the irritation that I got, I decided to leave, and when she realized that, she followed me to ask what I wanted rudely without even asking my name. How she communicated disappointed me and I never went back to their boutique.
Studies show that poor customer service makes 80% of customers not come back but if you have excellent customer service skills, you make your customers happy and they recommend you to others.
Consumers value excellent customer service and therefore it is important to deliver excellent customer service for you to retain customers and make them return after their first purchase.
So, what do customers expect?
1. They Want Help Fast
Customers get irritated when their concerns are not addressed on time. If they call or come in person and they are kept waiting without any communication, they are likely to leave and never come back.
For instance, the attendant kept me waiting for long yet I didn’t have the whole time to wait for her. She should have communicated to me and apologized for delaying but she didn’t.
2. They Want To Be Heard
It is said that customers are always right and since they are an important part of companies’ success, it is important to listen to their concerns.
It is important to listen to customers attentively, get their feedback, and act immediately to solve future problems.
3. They Want Personalized Interactions
Among the factors to a great customer service experience is having a personalized approach that enhances customer satisfaction. Calling the customers by their name, and understanding their needs makes them feel valued.
4. They Want You To Be Proactive
Most customers have a positive view of businesses that contact them with proactive measures. You need not wait for the customers to reach you but you should try to find out their concerns and provide a solution to them.
5. They Want Multiple Options For Customer Service
There are various formats of providing customers service, for instance, using email, telephone, or physical interaction.
If a customer has an inquiry via email, you can call back to understand more about their issues. If you are not able to attend to a customer, it is important to communicate that because keeping them waiting annoys them.
Bottom-Line
Analyzing customers’ interactions, personalizing customer service, and communicating effectively gives them every reason to keep coming and referring other customers.
Want to gain the skills that will help you understand what customers expect and deliver excellent customer service?