Customers crave friendly, informed service. I know this because I've worked the front lines in Glance's customer service department. The relationship I have with our customers is of the highest importance to me, and we strive to provide excellent customer service that exceeds basic standards. That attitude is reflected in the rave reviews we've gotten from our customers in return.
There is plenty of evidence that good customer service correlates positively with a company's financial performance. In a CRM Today survey of 2,000 customers in the U.S and the U.K., nearly half (49%) said poor customer service led them to change service providers in at least one industry.
In order to continually improve customer satisfaction, we stick to ten key principles of customer service to provide a fantastic customer experience. I'd like to share these principles with you so your contact center, too, can receive rave reviews about how you constantly exceed expectations. That kind of customer satisfaction translates into loyal customers and word-of-mouth sales. So trust me when I say it's well worth your time and effort.
1. Be a good listener
Take the time to identify customer needs by asking questions and concentrating on what the customer is saying. Don't make assumptions; customers expect businesses to take action regarding their requests or issues. Glance's approach involves active listening through Guided CX, allowing agents to see exactly what customers see and respond to their actual needs rather than guessing.
2. Identify and anticipate needs
Customers don't buy products or services. They buy good feelings and solutions to problems. Don't follow a script; proactively work to understand and solve underlying issues.
3. Identify common customer pain points
Identifying common customer pain points is crucial in exceeding customer expectations. By understanding the challenges and frustrations that customers face, businesses can develop targeted solutions to address these issues. This might involve streamlining processes, providing clear and transparent communication, or offering personalized support. By acknowledging and addressing these pain points, companies demonstrate their commitment to customer satisfaction and build stronger relationships with their customers. When customers see that a business is proactive in solving their problems, it significantly enhances their overall experience.
4. Make customers feel important and appreciated with exceptional customer service
Treat customers calling into your contact center as individuals. Always use their names and find ways to compliment them. You must be sincere, as people will know if you're faking it.
Read: 10 Tips for Stellar Customer Service
5. Personalize customer interactions
Personalizing customer interactions is a key strategy for exceeding customer expectations. By tailoring services to meet individual customer needs, businesses can show that they understand and value their customers. According to McKinsey & Company, personalization can be achieved through data-driven insights, customer feedback, and comprehensive employee training. Personalization helps build trust and increases customer loyalty, as customers feel recognized and appreciated. When businesses take the time to understand customer preferences and act on them, it leads to a more meaningful and satisfying customer experience.
6. Understand the power of “Yes”
Meeting customer expectations is critical when customers have a reasonable request, so tell them that you can do it. And always, ALWAYS do what you say you are going to do.
7. Say you're sorry
When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer should always feel like they won.
8. Go above and beyond the basics to exceed customer expectations
Exceeding expectations and giving the unexpected can set you apart from the competition. Think of ways to elevate yourself above the competition.
This doesn't have to mean a huge monetary investment. It may be about something as simple as taking notes about customer conversations so the next time they call you can have a more personal interaction or offer relevant tips to make the customer experience even better.
CTA — Read: Grow Customer Satisfaction by Practicing Respect
9. Empower Your customer service teams
Empowering customer service teams is essential in exceeding customer expectations. When employees are given the autonomy to make decisions and take ownership of customer interactions, customers receive exceptional service. This empowerment can be fostered through ongoing training, recognizing and rewarding excellent service, and creating a culture that prioritizes customer-centricity. By empowering their teams, companies can build trust, increase customer loyalty, and drive business growth. Empowered employees are more likely to go the extra mile to ensure customer success.
10. Get regular customer feedback
Encourage and welcome suggestions about how you could improve. Don't get defensive about criticism when it comes to contact center interactions. Understand how you can use that feedback to make the customer experience even better.
If you’d like, we can show you exactly what we mean: Book a short, personalized demo here.
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