Investing in your customer service policies and procedures can pay off big in terms of long-term business success. How can you help ensure that every customer has a fantastic experience? Great customer service includes having a good attitude, valuing customers' time, and providing helpful information so they can make an informed purchase decision, according to Steven Odzer, an entrepreneur focused on meeting customer needs.
Best Ways To Exceed Customer’s Expectations
If you want the customers to return and buy more products and tell their friends to do the same, here are some tools you'll need to make that happen.
Know your product
Customer support agents and sales representatives answer product questions that help buyers make their final purchase decisions. With the proper training, everyone who deals with customers or clients can develop expansive knowledge about the customer's products and services. Use a feature/benefit approach to describe your products and what they can do for customers. Plus, address any concerns they have about how the product works.
It's also important to clarify how the product gives customers actual value for their money. Therefore, recommend uses for the product that will improve your customers.
Maintain a positive attitude.
Steven Odzer notes that having a positive attitude can help customers feel excited about your product and services. These days, most interactions come in text messages, chats, and emails. Training your team on the importance of online, voice, and face-to-face etiquette is essential. Positive language and an upbeat tone make a world of difference to a customer who needs help.
Sometimes, live chat and email can seem cold, even if you're trying for the opposite effect. The human brain has difficulty interpreting written communication without body language and facial expressions. While it's important to stay true to your brand, if it makes sense, use humor and warmth to put customers at ease or to diffuse a tense conversation.
Think outside the box to solve issues.
Most customers who defect to your competitors have had a bad experience either with the product or with someone who works for you. To keep this number down, it's essential to train your sales team to take a problem-solving approach.
Once you establish a positive, problem-solving culture, it's time to discover how to go above and beyond to exceed customer expectations. This could take some brainstorming, and you should enlist the help of the most loyal customers to identify strengths. You can also reach out to dissatisfied customers to learn how to do better. With this information in hand, form a team to look into improving your brand image and customer service.
Steven Odzer explains that it's vital to help customers as quickly as possible. This means resolving their questions most straightforwardly. There are two types of issues regarding online chats, customer service calls, and in-person interaction. More minor issues involve providing product information and answering simple questions about product use.
But what about the more complicated issues? This goes back to the problem-solving approach discussed earlier. Customers don't want to wait days or weeks for a resolution. Sometimes, you only have moments before they are gone for good. Therefore, people must know the strengths and weaknesses of the product so that they can appropriately instruct customers.
Personalize your customer interaction.
Customers want companies to understand their personal needs. That means giving better human service than the competitor. Often, customers become angry or annoyed if they feel they are just a number on your sales sheet. So, first contact resolution becomes a priority. Shuffling customers from one department to another does not leave a good impression.
Whether you need to reorganize the website, or work on providing the appropriate prompts in your call scripting, get customers to the right people as quickly as possible. Additionally, expanding product knowledge can eliminate the need to transfer to subject matter experts. Customers will feel like they matter if everyone who deals with customers becomes a product expert and customer advocate.
Give customers the tools they need to find their own answers.
Not all customers want to talk to a representative or a salesperson. Provide the information they need to research products and services online. This can include separate service pages for the products and blogs and easy-to-understand navigation on your website or e-commerce store.
You can make customers happy and save money by providing information directly to customers. Then, if they can't find what they need, your customers also have the confidence that help is a click or call away.
Focus support efforts on customer needs.
Everything starts with your customers. You can't make money or expand businesses if they don't buy your products. Therefore, treat them like they matter more than anything in the world. When it comes to business, they do. With great people and the right technology, you can get to know your customers, and the difference will show in their loyalty results.
Steven Odzer says that customers remember companies that go out of their way to provide outstanding customer service. By anticipating the customer’s needs, you provide valuable insight and solve issues before they become a customer service miss.
Additionally, to make the customers feel special, offer small gifts or promotional codes even if they haven't bought anything. This kindness encourages further spending and lets them know that you are still there for them when they need your products and services.