Everything about a business finally comes to meeting and exceeding customer expectations. When you sell something to a customer, you sell much more than a product.
So, organizations big and small try their best to exceed customer expectations with every order. Here are 5 strategies with which you can exceed customer expectations.
Also check out 5 metrics to measure online customer satisfaction
1. Problem? Involve customer in discussions
Most businesses know the kind of problems that crop up with their products. Product fallacies, possible scenarios, shipping delays and negative consumer feedback. So, a good business house ensures that there is a highly knowledgeable customer support team, well versed in the solutions to every potential problem that can arise. The customer will also have some trust if the customer support team understands the problems minutely. Discuss openly with the customer, the possible solutions to a problem with the client. By giving the customer a very real picture of the problem, he/she does not have unrealistic expectations.
2. Stick to timelines
When you mention that you will solve the issue within a week, you have to work towards resolving the issue within a week. Quote longer than you know it takes so that you exceed expectations. This is one very important strategy that businesses engage to appear fair and efficient. And during the interim period, keep the customer informed that the issue is being looked into. It gives them much needed assurance that you have not forgotten the problem.
3. Keep things transparent
Transparency matters the most in customer service. If you want to exceed customer expectations, clients will trust you. If a customer service representative does not have the answer to a customer’s problem, have the right answer to a problem, he or she should be open about it and consult with other team members. Keeping it a secret and hoping for a miracle cannot do any good.
4. Don’t over promise
Business relationship should always remain optimistic yet realistic. If you have no idea what the solution is going to be, you cannot tell the client that it will all be sorted in a day’s time. While you needn’t tell the client that you have no precedent for his case, you can always tell him that it is going to take some time. And if an issue with the product does not get covered under warranty/guarantee clauses, you need to tell the customer that.
5. Follow up
After each stage of the resolution process, a follow up mail needs to be sent to the customer. It gives them the satisfaction of knowing that you are on the case. Clients expect you to follow up with them regarding customer experience. When the ticket is to be closed, it should be done with approval of the customer. If a shipper hasn’t delivered the product within the stipulated time, you cannot close the ticket without making sure that the shipper has actually delivered the product and it has been received by the customer.
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