When customers call customer service, they expect to reach someone who is knowledgeable and able to resolve their issues.Ĭustomer service staff must be sufficiently competent to provide some “wow factor,” pleasantly surprising the customer with: You can tell when a customer service representative is scrolling through a screen to find the answer to your question. Develop a knowledgeable customer service staff. You want your customers to have no doubt, no matter what else happens, that you went beyond the call of duty to take care of them. Steve Curtan, author of Delight Your Customers, says that 80% of businesses believe they provide excellent customer service, but only 8% of customers think so. You delight the customer when you add a $25 gift certificate toward the purchase of another of your products. You satisfy the customer when you immediately offer to have the customer return the defective product and replace it at no charge, with no return shipping costs. Here’s another example: a customer calls to complain about a product defect. Most people don’t leave the auto repair shop with a smile on their face you can change that. You go to pick up your car and, wow, it not only runs better, but it also looks great. The classic example is the auto repair service that washes your car when they’re done fixing it. You delight them when you give them something they didn’t expect. You satisfy your customers when you give them something they expect. Understand the difference between customer satisfaction and customer delight. What does it truly mean to provide delight to your customers?Įditor’s note: Looking for the right CRM for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs. Aim to delight your customers, but don’t get taken advantage of in the process. Free products, refunds and free services only marginally improve brand loyalty. Keep in mind that a company shouldn’t try too hard and go overboard to achieve customer delight. Collaborative efforts can keep customer delight high. Who is responsible for delighting customers?Īll employees and managers play a part in delighting customers. Free surprise gifts with any purchase and birthday coupons are two examples of ways a company can achieve customer delight.
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