Enhancing customer service: The art of exceeding expectations

Maybe you think you've got the best business in the world. But in my opinion, it's important to remember that there's always somebody out there who can do it even better — especially when it comes to the customer experience. In fact, Zendesk found that 73% of consumers will jump ship to a competitor following a few bad experiences.

Now, I'm not saying all this to scare you — I'm saying this to motivate you and inspire the type of customer service training you provide to your teams. The business landscape is only growing more competitive. Providing exceptional customer service is not just a necessity but a differentiator that sets your business apart. In this article, I'll guide you through the art of getting your teams to exceed customer expectations. Let's get started.

Understanding customer needs

The first step on your path to exceptional customer service is understanding what your customers truly need. The goal is to get to a point where you know your customers so well, you can anticipate their requirements before they even express them — without the crystal ball. To achieve this, instruct your teams to embrace the following habits:

• Active listening: When communicating with customers, your teams should do less talking and more listening. Good active listening means paying close attention to what customers are saying, acknowledging their concerns and showing genuine interest in solving whatever problems come up.
• Empathy: And when problems do come up, teams need to react appropriately. Good customer service isn't about becoming defensive, it's about understanding customers' emotions and perspectives.
• Feedback collection: Look beyond what you can get out of customers through one-on-one interactions and encourage email surveys. These are a great way to collect additional feedback, as is monitoring social media mentions.

Communication in customer service

Your teams represent your company. As a result, customers' interactions with them will shape their perception of your business. Make sure your teams embrace and are aware of the following habits:

• Clear communication: Whether talking in person, over a video call or via email, clear communication is key. Anything that leaves customers feeling confused or turned off is counterproductive.
• Professional camera-on presence: In today's hybrid work world, video calls need to be just as professional as in-person meetings. If your teams are communicating via video, make sure they have the camera turned on, have good posture and are dressed appropriately. Even on video calls, non-verbal cues can really impact a customer's perception of a business.
• Positive language and a problem-solving mentality: When problems arise, no customer wants to work with a company representative who leaves them feeling hopeless or more concerned than they need to be. Encourage your teams to use positive language and a constructive tone.

Creating memorable experiences

So how can your teams exceed customer expectations? Consider the following:

• Personalise the experience: Don't just have a one-size-fits-all approach to consumer interactions. Tailor your service to individual customer preferences, making them feel valued and understood.
• Proactive problem-solving: Have your teams consider how they can get ahead of potential problems before they arise. If they anticipate issues and address them proactively, customers could come to realise they're in very good hands.
• Positive surprises: Finally, who doesn't love a (positive) surprise? Have your teams identify opportunities to surprise customers with small gestures that show their appreciation. Small surprises can go a long way in fostering customer loyalty.

How ICML can help

If you feel your teams aren't quite ready to put these suggestions into practise and boost customer satisfaction, set up group and one-on-one training sessions to help everybody advance their skills.

Beyond your own training efforts, know that ICML is also ready to lend a hand. If you and your teams are looking to dive deeper into customer service excellence, enrol in a comprehensive Customer Service Training course that can provide you with advanced skills and strategies to stand out from the competition.