There is a huge difference between doing alright and being excellent at providing customer services and that difference is called exceeding customer’s expectations.
You can’t expect to maintain brand loyalty if you don’t pay attention to what your customers say about your products or services. For your brand to stay afloat, you must prioritise customer satisfaction and make sure your product presents a solution to people’s issue.
To provide good customer service you need to:-
- Know your customers
- Understand your customers’ needs
- Meet your customer’s needs.
‘’ The first steps in exceeding your customers expectation is to know those expectations”- Roy .H. Williams
TIPS ON HOW TO EXCEED CUSTOMER’S EXPECTATIONS
- Ask your customers for feedbacks
- Always follow up on your customers
- Provide world class customer services
- Learn to apologize when necessary, to your clients without hesitation
- Enrol your employees for customer service training programmes
- Build a relationship with your customers
- Surprise your customers on their special day e.g. Birthday, wedding anniversaries etc.
WHY YOU SHOULD EXCEED YOUR CUSTOMER’S EXPECTATIONS
- Exceeding customer’s expectations makes you stand- out among your competitors.
- Word of mouth is powerful; satisfied customers will talk about your service experience to friends and family.
- The end goal of exceeding your customers’ expectations is to gain as many loyal customers as possible.
Customer service is not just about what you do for your clients; it also involves how the service is carried out. To exceed your customers’ expectations you have to offer them an exceptional customer service. A satisfied customer is the best business strategy of all!
REFERENCES
- Exceeding customer’s expectations at the frontline by Nigel Shanahan, September 11, 2014.
- Customer expectations by Anastasia, December 16, 2018.
- Cloud Cherry(Steps to exceed customer’s expectations, 2018)