In the modern business world, simply being good just isn't enough – you need to be way better than that if you want to succeed. Whatever product or service they are looking for, customers have a wide range of options to choose from, most of which are great.
So what can you do to stand out from the crowd? How can you draw the customer's attention towards you and earn their loyalty?
The answer to that question is to go out of your way to help your customers.
If you need some tips on how to do that and how to wow your clients, here are 5 ways to go above and beyond in customer service.
1) Utilize customer feedback
Nothing surprises a customer more than getting their opinion heard and seeing their suggestions being accepted and implemented within a reasonable timeframe. For example, if someone tells you that while a service was great, a particular addition would make it better and you consider this, find it valid, and implement it, you're going above and beyond.
Letting your customers know that you liked their suggestion and implemented it as soon as you could will create a very positive impact.
2) Use social media
One of the most memorable stories of how social media helped a company connect with its customers and go out of their way to make their day a little bit more special is when Morton's Steakhouse
delivered their Porterhouse steak to a weary customer at Newark Airport.
Peter Shankman, a hungry customer, jokingly tweeted the company before boarding his flight, asking them whether they could meet him at the airport with a Porterhouse steak when he lands – and they did. This act soon gained legendary status and is now quoted in thousands of articles worldwide as the very definition of going above and beyond in customer service.
And the reason why the steakhouse (not to mention several other companies, such as Domino's
pizza delivery on a train) was able to do this is that they are monitoring mentions of their company on social media. They then use this data to connect with their customers in a more personal way and stand out from their competition.
You should do the same!
3) Make customers feel special
Although the previous two points were perfect examples of making customers feel special, you might not be in a position to pull off such acts all the time. So how do you make your clients feel special without investing an unreasonable amount of money and effort?
The answer is simple: listen to them!
If a customer calls in at the end of your shift, don't try to rush them (even if you've had a long day and and you're ready to collapse and go home).
Be patient and listen to what they have to say, even if it seems to be an unreasonable request. This will go a long way towards making your customer feel special. Which is what you are aiming to do, after all.
4) Fulfil customer requests whenever you can
As I've just mentioned, sometimes customers can make unreasonable requests. But instead of simply saying no and apologizing, try all you can to fulfil their request. Even if you're not successful, the fact that you took the time and effort to help your customer would show them that you value them, and help you to earn their loyalty.
5) Give your customer service team the power
In line with the previous point, it's a good idea to give your customer service team the ability to make things happen. For example, using
customer service software to streamline processes will eliminate the need for them to navigate through multiple channels for approvals. This not only accelerates response times but also leaves customers impressed by the speed at which their request was granted. Needless to say, they'll feel more valued.
So if you follow the five points outlined above, you'll be able to provide outstanding customer service and overtake your competition in no time.
And if you have any more questions on customer service or need some more ideas,
ZandaX provides Customer Service training courses that might be helpful.
If you'd like to learn more about customer service, why not take a look at how we can help?
Boost your customer service skills with our online courses.
RRP from $65 – limited time offer just $23.99
