In a world where mediocrity and complacency have taken over striving for excellence, be the one that rises above it. Your customers will thank you for it and your business will thrive because of it. And striving for excellence is more critical now as the pandemic has affected industries and businesses in ways no one could ever have imagined.
When you strive for excellence, it creates a ripple effect that benefits all aspects of business, most especially customer satisfaction. And one way to achieve excellence in business is to work towards exceeding customer’s expectations at all times, in all aspects of your business. The best part about it is that it’s not difficult to do. In a few simple steps, your employees can totally “wow” your customers. Here’s how:
1. Be genuinely interested in their concern
Believe it or not, people can detect when you’re being insincere, including customers. It doesn’t matter whether they reached out to you through a phone call, email message, or in person; your concern or lack thereof will show. Listen attentively to what the customer is saying, and listen without judgment. When they pause, offer to help them as best you could.
2. Do not pretend to know everything
Let’s face it; some things are beyond your knowledge so when you don’t know the answer to a concern, let the customer know. In other words, do not hesitate to tell the customer when a question or concern stumps you; when you don’t know how to accurately address their concern. Tell the customer you will get back to them shortly. Make sure that you will be the one to call back and not pass the call to someone else. This kind of personal touch is something that customers truly appreciate. It makes them feel important.
3. Do the unexpected
When it comes to customer service, the usual route goes something like this: customer airs their concern, you figure out the solution, and customer leaves (or hangs up). This is what’s expected of you. But wouldn’t it be quite a wonderful surprise if you did the unexpected? For instance, if a customer complains about a broken product delivered to them and asks for a refund, don’t just make it easy for them to get the refund, send them complimentary items, too, to compensate for the disappointing transaction.
To put it another way, always go the extra mile. Ask yourself, “What more can I do?”
To learn how TAB Answer Network can help your business, please feel free to contact us at (800) 880-4324.