Want To Exceed Customers’ Expectations? Here’s What To Do

Jack is a customer service representative in one of the online shops in Nairobi. Last month, he received an email from a customer who was claiming that the shirt he had bought from them got torn while he was trying to put it on.

First, Jack apologized for what happened before getting more details about the shirt. Most shops don’t accept good back once they are sold and the client didn’t expect to get a new item but he just wanted to make them know.

Jack asked the client to return the shirt and was told to choose another one. With such an excellent customer experience, the client recommended other customers and he promised to come back for other items.

What did this mean? Customers’ expectations were exceeded.

So, how can you exceed customers’ expectations and make customers come back?

1. Get Feedback From Customer

It is impossible to exceed customers’ expectations when you don’t know those expectations. Understand the customers’ needs then figure out how you can exceed them.

Ask the customers and get their feedback about your products and service and how you will surpass their expectations.

2. Quality First, Speed Second

Quality service d products are what makes customers come back and nobody likes their issues to be delayed.

If customers’ issues are not resolved on time, they will stop buying and will not recommend others to your business.

For instance, when Jack resolved the client’s issue immediately, the client was happy and he recommended other customers.

3. Connect with Customers

Apart from solving customers’ issues and being friendly, it is important to connect with them too.

I know of a friend who does that. When interacting with customers, she greets them with a smile, mentioning their names and when she is off, customers would ask where she is.

How many customer representatives call their customers by their names? Of course very few. Calling customers by name make them feel appreciated.

4. Go the Extra Mile

One of the ways you can go the extra mile is by sending a thank you note, appreciating them, and giving them offers and discounts. Providing excellent customer service helps attract the business and keeps customers loyal.

5. Apologize When You Can

Customers may not always be right but taking a step to apologize when things are not right goes a long way. Customers should always feel like they won and this makes them feel appreciated.

For instance, Jack apologized to the client neglecting the fact that the mistake was not his because he remembered a phrase that customers are always right.

6. Build A Relationship

The foundation of any successful business is not making sales but building a solid relationship with customers.

It is important to avoid revenue-driven motives because money will flow when you understand and prioritize relationships.

Conclusion

Exceeding customers’ needs is an ongoing process to offer an excellent customer experience and keep them loyal. It is important to understand customers’ needs and address them so that they feel appreciated and cared for which leads to the success of the business.

Understand how you can exceed customers’ expectations by enrolling in this Customer Service Training today!