Companies value their customers a great deal. Customers are what enables businesses to expand and earn more recognition. We can say with confidence that companies believe that offering excellent customer service is their top priority.
Take Xfinity for instance. Xfinity is the largest cable provider in the U.S., and they value the diversity of their customers. This is why, Xfinity Customer Service has launched an Española helpline for Spanish customers, because they have a large percentage of them.
We also believe that Xfinity was certain that this is one of the many things it knew its customers expected from them. In other words, customers have expectations from the customer service team, and this is the one thing companies easily forget.
If your customer service team fails to live up to the customer’s expectations, you will see a drop-in sale. If you want to grow your customer base, it’s essential that you know what they expect of your employees.
Therefore, in this article, we will be sharing the three things most, if not all customers expect from customer service teams.
So, without further ado, let’s get started!
Customers Expect You to Understand Their Needs
This is the key reason why so many customers end up getting frustrated with a customer service representative. They expect that you would understand their needs, but when you fail to do so, you only disappoint the customer.
Almost 90% of your customers expect that you will understand their needs. Customers want to believe that you will understand what they need, they also expect that they will offer the right type of solution.
Then, of course, there’s also a pool of customers who expect you won’t be able to understand their needs and offer what they are looking for. This is also one of the key reasons why so many businesses under promise., but deliver more than what was promised.
They do this in the hopes that it will increase the customer’s expectations of what they should expect the next time around. No matter what strategy you use, it’s essential that you understand your customer’s needs, in order to sustain customers.
Customers Expect to be Heard
This is another thing a customer expect from a customer service team. They want to believe that you hear them, and are willing to sit through listening to them. Sometimes, it’s not about the things a customer says, it’s also about reading into their tone and body language.
There’s a reason why companies send our surveys and ask for feedback. However, even if customers share their experiences and expectations in the survey, or offer feedback, they still believe you won’t really hear them.
Customer feedback is important, but not if you are going to disregard it and only ask for it for formal purposes. Customers share their feedback in the hopes that you will hear them, and their concerns.
So, always act on customer feedback, and also let your customers know that you are processing their requests so that they know you heard them. If your customer is unhappy with a feature you released through your product, you should hear them and also make necessary changes.
Customers Expect a Personalized Experience
Although most companies implement self-service, because it’s more convenient and efficient, customers will crave a personalized experience. Personalized experiences allow customers to better connect with your brand.
Believe it or not, there are customers who simply disregard interactions that they feel are not personalized to them. And, if you were to send a survey asking if your customers prefer personal communication, you would get a high number of customers saying yes.
You need to ensure that all your customer records are up-to-date, so that if any of them ask for a change of service or so, you will know why, and you will be able to share your information in a more efficient manner.
When we say personalized experience, we also refer to your customer service teams using the preferred channel of communication. Some customers prefer communication over text messaging, while others prefer the call. When you offer a personalized customer experience to all your customers, you will generate more revenue as well.
All in All
Well, there you go!
We completely understand that customer service is challenging, demanding, and ever-changing. Customers’ expectations change over time, but three things remain stagnant – Customers want you to understand their needs, hear them, and want a personalized experience.
If you want to grow your customer base, you need to read between the lines of what they actually expect. Customers are more or less similar. In other words, they all expect the same thing from any business.
Therefore, we hope you will implement the above-mentioned factors into your customer service training.
We wish you all the best!
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