How to provide great Customer Care

Providing great customer care that exceeds customer expectations can help your business succeed. An excellent experience is likely to be memorable, and be one that customers want to repeat and recommend to others.

Provide a warm welcome and create a positive first impression
It takes only 7 seconds to form a first impression and after 30 seconds that impression is set.  It is very difficult to change a customer’s opinion if the initial contact is not positive, therefore make those first 30 seconds count! Be friendly, polite and helpful, be proactive rather than reactive, listen patiently, make the customer experience fun and engaging, be open, honest and positive and go the extra mile to help a customer.

Know who your customers are and what they need and expect from you
The more you know about your customers the easier it is to meet their expectation and provide an experience that they value.  Customers want to feel positive after having contact with you, be reassured that you understood their needs, feel valued and appreciated, have confidence in you and be recognised and remembered.

Identify, meet and whenever possible, exceed individual wants and needs
If you fail to meet the expectations of a customer, it creates dissatisfaction. Your customers will probably remember this poor service for all the wrong reasons.  They are unlikely to want to use your services again.

If you meet or manage the expectation of a customer, it creates customer satisfaction however doesn’t make it particularly memorable.  You have provided service that is no more than was originally expected and this will not stand out.

If you exceed the expectations of a customer, it creates customer loyalty.  Customers remember individuals and organisations that have offered them outstanding service and they are likely to return and very importantly, recommend you to others.

Appreciate who your competitors are and how you compare
Other organisations and individuals want to attract your customers.  If you don’t provide excellent service and value for money, someone else will.  It costs businesses far more to attract new customers than it does to keep an existing one.  Look around at your competitors and see how they compare.  

Communicate effectively; inspiring confidence and building trust
Communication isn’t just face-to-face – it can include telephone conversations, email responses to enquiries, your website, your marketing literature and any other promotional activity you have undertaken are all forms of communication.  The professionalism of all of these communication forms can determine whether the customer chooses you or a competitor.  What you say about your products and services also raises expectations of what you will provide and creates an image of the experience.  Customers will expect you to deliver on what you have offered.  If the experience lives up to the offer, customers are likely to leave with a favourable impression, if not they will be disappointed.  Remember that we communicate in three ways; verbal, vocal and body language with body language being the most used part of the communication process.

Find solutions to difficult situations
Most people live at a fast pace today and your customers may have busy, stressful lives.  Generally we have less patience when something isn’t right or isn’t what we expected, and we are more likely to complain.

Whether you receive positive or negative feedback from a customer, always thank them for bringing the information to your attention.  It will provide you with the opportunity to solve problems and highlight areas that could be improved upon.

And remember ……… Always Under Promise and Over Deliver!


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