Lots of business owners focus on making their customers satisfied with their service. However, it is not enough anymore ad for today, providing more delightful customer service experience is what can make customers stay for a long time. It is because there is a sense of unexpectedness when it comes to customer delight. It is the highest level of customer satisfaction so it is almost guaranteed to boost brand loyalty.
How to provided delightful customer service experience
Making your customer feel satisfied is good for your business. However, it will take it beyond when you can provide delightful experience. It is when you surpassed what you customers expected. And it is not only you who is responsible for delivering such customer experience. It is your as much as it is your employees’ and managers’. here are few things you can consider to do so:
Give something the customers didn’t expect
When you are trying to make them satisfied, it means you provide something they expected for. You fulfill their expectations until they are satisfied with what they are looking for. Meanwhile, giving delight customer service experience means you do or give something they did not expect. For example, a auto repair service wash their customer’s car after fixing. It is not part of the job but when it is done, customers leave with a smile and won’t hesitate to come back.
Help improve your staff’s knowledge and skills
When you have staffs who are in the front row of interacting with customers, you need to make sure they are knowledgeable and skillful for that. Aside from their competence, make sure you help develop your staffs to provide wow factor tot heir service. It can be through quick response, immediate identification of problems, technical knowledge, being able to solve the problems without needing to consult a manager or colleague.
Asses your customer delight over your products or services to find out the index. There are many feedback tools you can use such as interviews or surveys. The things you should be focused on when asking for feedback include service quality, communication, customer support, friendliness, etc. This way, you will be able to make the right improvements for your business.
Solving problems effectively
It is great for you to help solve customer’s current problem. However, it will be greater if you can help them solve their future problems as well. Hence, they know what challenges they are going to face you can give them recommendations, educational resources, tips, etc.
Do and give the unexpected
You don’t have to do something grandiose to do and give unexpected thing to your customers. It can be something simple but meaningful for them. For example, you give them a coupon for 10 percent off their regular order. You never know maybe your customers are short on money so receiving this kind of coupon out of the blue will be appreciated. Don’t forget to give a word of appreciation for their regular order on the note of the coupon.