Create Exceptional Customer Experiences

From customers’ perspectives, a deficiency in one interaction may have the effect of undoing what was positive about every other interaction with a company. In general, negative impressions will tend to outweigh positive ones. Even if a customer has three positive experiences, one negative experience can overshadow them all. Here are some key things that you need to do to make sure that customers have an exceptional experience from start to finish when they interact with your sales and service teams.

Outreach

Your company needs to put its best foot forward with customers, including when you first reach out to them. Outstanding customer service provision has to start at the first point of contact, which may be a customer’s experience receiving your marketing materials or going onto your website. Information has to be readily accessible, and your team needs to appear welcoming and approachable.

Sales

The process of making a sale has to emphasize attention to the customer and needs to inspire confidence. High pressure sales tactics can seem like poor customer service, and there’s no exception in industries that are known for applying an added element of pressure in the sales process. This is your opportunity to make the customer feel important and make sure that people feel good about working with you.

Questions

The caliber of your customer service is particularly important when customers have questions. This is distinct from having a problem, but questions may actually feel like a problem to your staff if they don’t have the information that they need to handle them. Not having adequate knowledge about products could result in poor customer service even when a team member is trying their best to help. Furthermore, your staff needs to be patient with customers’ questions. What may seem obvious to staff may not be obvious to everyone, so they can’t appear frustrated or put upon if a customer asks a lot of questions.

Resolving Issues

Helping a customer with a problem is one of the most critical phases in which your customer service has to be on point. If something has gone wrong or somebody did something wrong, doing the right thing after the wrong thing happened may save the day.

Ultimately, providing good service in one phase of a customer relationship but providing service that isn’t up to par in another phase will create unnecessary and significant shortcomings. Companies need to provide consistently good service to their customers in order to set themselves apart from competitors. 

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