Having an unforgettable customer service experience can be a good or bad thing. It can be unforgettable for all of the right reasons, or all of the wrong ones. Customer experiences are important because they shape how people view a company and determine whether they stay with the company or not. Sometimes, it can be the last straw for someone that has been with the company for years, while other times it can relieve a tense situation. While it’s encouraging to think that more customer experiences are positive, nothing could be further from the truth. If it was true, there wouldn’t be the data that shows 86% of customers would be willing to pay extra for a better customer experience. It’s an eye-opening statement, and one that needs to be looked at more closely.
The First Step
How can a company create an unforgettable customer experience? The answer is much easier than some believe. Customers are not looking for companies to bend over backwards for them, but to provide them with the information and courtesy that they feel they deserve. Customers that were surveyed said that 40% would spend more with a company if the overall experience was improved, and 35% wanted easier access to information so that it could be found faster. These are basic needs that customers have, and it’s very easy to take their expectations and raise them to a whole new level.
Going the Extra Mile
Customers have basic needs and wants, but it’s much easier to impress them if you take some extra time to go the extra mile. Going the extra mile means doing something more that what is expected, such as addressing the person by their name or double-checking to make sure that the problem you are handling is the one that they are encountering. This will prevent any misunderstandings and can lead to a much smoother experience.
When the problem has been resolved, it’s important to ask the customer if they have any other questions or concerns. It’s possible that they have some lingering thoughts that can be cleared up right there. Understanding what the customer is concerned about enables companies to ease any fears that may be present and provides the customer with confidence as well as a higher satisfaction level.
Using Time Effectively
Everybody hates to wait, so why do customers have to be on hold for such a long period of time? Whether it’s on the phone or waiting for an e-mail response, there are many times where the time required to handle a problem quickly turns into something much more problematic. This can be further compounded by departments that are unable to help customers and have to transfer them out, forcing them to wait even longer. By communicating with the customer and understanding their needs, time can be used much more effectively and ensures that there are no misunderstandings on either end.
Provide Tools for Teams
Lastly, make sure that your teams have access to the right tools for the job. If they can communicate with other teams and access key files, they may be able to handle a problem that isn’t even in their department. This cuts down on the time that customers have to wait as well as the stress that service representatives have when they are handling a problem. A confident employee is able to take care of matters much faster and move on to the next customer without slowing down.
Create Unforgettable Moments Today
Don’t let your company’s name get dragged in the mud any longer. Provide customers with the service that they deserve and start seeing the difference that it can make.