You may think customer service is a complex issue and that keeping your customers happy is even more difficult, after all, everyone wants something different and surely you can?t please all the people all the time?
Or can you?
The truth is, keeping your customers happy and coming back for more boils down to one very simple act: meeting expectations.
People are generally quite happy so long as their expectations are being met. It?s when expectations get thrown out the window that tempers flare and scathing tweets and status updates are posted.
Had the customers at the centre of these incidences had their expectations met – both in their initial experience with these vendors and then with the follow up to their subsequent complaints – some very public backlash would never have happened.
It can be a very harsh lesson better avoided! Even though the specific needs of your customers may vary, their expectations remain fairly constant:
- What is promised will be delivered.
- Service will be timely, helpful and (shock, horror) even friendly!
- Meaningful assistance will be rendered when required.
- Problems will be dealt with swiftly, professionally and amicably.
Meet all of these expectations and you?ll not only have your customers coming back for more, chances are they?ll be telling all their friends about you.
Then again, get it wrong and they’ll still be telling all their friends about you – only for all the wrong reasons.