You have acquired a customer. Now you need to know how to cast the magic of your excellent customer service to gain a higher customer satisfaction so that you could hold said customer for a long time.
Let’s have a little chat about the most important steps you need to take to meet customer’s expectations:
To know about your customer’s expectations, you must have an idea who your customer is and what he wants. Gathering the exact needs or requirements of the customer give you a strong sense about their expectations from you. One of my favorite quotes is by the great Sam Walton:
“There is only one boss: the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Sam Walton
Costumer’s expectations set a standard, when satisfied, will generate repurchase decisions from the customer. Let’s have look about some hard realities about the customer’s expectations:
“I pay more I expect more.”
“My order must be ready on time.”
“I demand for quality.”
It’s an expected point that when customer is paying for your product and services he built a hope that he has utilized his money in a right place. So it is necessary to fulfill that hope with better understanding of his needs along with full commitment.
Another thing you must keep in mind is: A customer wants a relationship. Customers look for an ongoing personalized relationship with the representative of your company; they want to establish friendly terms rather than typical boring to-the-point conversation about the purchasing matters.
What do customer’s expectations tell you??
Your customer’s expectations are illuminating of some basic facts
- What Service levels they are expecting from you.
- Which exact measure you should take to fulfilling the expectations.
- How you can surprise a customer by exceeding his expectations.
- How to quickly resolve their future complaints.
What you should realize is that customers actually measure the service you provide relatively to what the customer expected to receive.
A great example of this is Amazon, an American internet based retailer known for its exceptional customer services. Not only do they have quick response and fast delivery services, but they also give a full-refund in case you are unable to receive their product for any reason. That is one reason their customers so loyal.
So your aim here should not just to increase the number of customers but to satisfy them on such levels that whenever they hear the name of your company, it corresponds to a positive experience. Once you are able to exceed customer’s expectations you will give them an experience they will always remember. This experience will then be passed down to their friends and family, becoming a word of mouth referral and will help to generate a pleasant impression of your company.
Use the information we have discussed today to achieve high customer satisfaction. Stay tuned to read more helpful articles at ERP Gold