Customers go into phone calls with company representatives and retails stores with an expectation of how they’d like to be treated. This standard is different for everyone, but one thing’s for certain: if it’s not met, the customer will leave unhappy and unimpressed. Dissatisfied or disgruntled customers are never a positive thing for businesses as they rely on positive feedback and repeat business. Companies should work toward always exceeding customer expectations—no matter how high they are—so that they can ensure customer satisfaction. If you’re curious about the importance of exceeding customer expectations, just keep on reading.
3 Reasons Why Customer Service Should Exceed Expectations
Competitive Advantages
Depending on your industry, customer service may be one of the only ways to give yourself a competitive edge. Your products, prices, hours of operation, and even the quality of your products may be the same, but if your company provides enhanced customer service, then customers will choose you every time.
When thinking about how to meet customer needs, it’s important to remember that your staff is the face of your company to each customer they interact with, and staff should leave them with a positive memory. Thoroughly train employees, and encourage them to go the extra mile when resolving an issue or dealing with a conflict. Customers will remember then they’ve received bad customer service, but they’ll remember exceptional service too.
Creates Loyalty
The best way to ensure your company is never without business is to create and maintain a band of loyal customers. How do you meet customer expectations and make them loyal to your brand? Provide them with outstanding service every time. Consumers are tasked with finding reliable companies to do business with, and once they find one that they feel not only gives them the best bang for their buck but also treats them with respect and integrity, they’ll stick with it—it’s hard to find customers who actually enjoy shopping around for good service. When you provide excellent customer service at every turn, you’re more likely to see the same customers returning over and over again since you’re making their experience that much better.
Word-of-Mouth Advertising
Another advantage of consistently exceeding customer expectations is the free word-of-mouth advertising you’ll be getting. It’s no secret that some companies provide horrible service, and customers aren’t afraid to let others know. The good news? The same is true of the opposite. If your company provides top-notch customer service, your customers will undoubtedly go out and tell their friends and family abut their positive experience. This will result in a ton of word-of-mouth advertising for you, completely free of charge.
Word-of-mouth recommendations are invaluable since you can`t imitate the integrity of the advice of a loved one through a commercial or Internet ad—hearing how great your company is from someone they trust will easily convince others to give your business a try. This free advertising will ultimately result in increased revenues that wouldn’t have costed you a penny.
3C Contact Services can help you exceed your customers’ expectations as every turn. We are customer service professionals who know exactly how to handle the tough situations that inexperienced call center agents may be thrown off by. Allow us to provide unparalleled service to your customers so that they choose you every time. Contact us today to learn more about the services we offer, and how they can help enhance your business.
