Definition of Exceptional Customer Service
Good customer service is meeting the expectations of customers and usually leaves the customer pleased. Exceptional customer service is going above and beyond for a customer. Customers want to feel special and that their money is being well spent. One way to keep customers coming back and bringing new business is exceptional customer service.
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Defined
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Exceptional customer service is when a company exceeds a customer's expectations. Ultimately people will tell others about the good experience they had with the company and more people will bring their business. Exceeding a customer's expectation could be as little as a caring voice or prompt solutions to problems.
Positivity
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The first step in achieving exceptional customer service is to smile when you answer the phone. Immediately greet the person with your name and "How may I help you?" Be sure to address the customer with a proper "Mr.," "Mrs." or "Miss" if possible. If you do not know how to pronounce the customer's name, ask instead of assuming you are correct.
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Listen
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The most important skill to learn to achieve exceptional customer service is to listen to the customer's wants and needs. Listen completely to what the customer has to say and repeat what the customer said to you. This shows you were listening to what they said. Apologize if there was inconvenience.
Honesty
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Be honest and sincere when talking with customers. Never get short regardless of how upset the customer is at you. Do not take the accusations personally. Go out of your way to help the customer, and if you cannot help the customer, find someone who can help as soon as possible. Also, do not make promises you cannot keep.
Perks
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Add extra services or perks for the customer if possible. Customers like to feel special, and you should always keep in the back of your mind what it is like to be the customer.
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References
- Photo Credit customer service image by Kurhan from Fotolia.com
