Your customers are the reason your business is still standing. They are generating your company revenue by purchasing your products and services. The difference between a satisfied customer and dissatisfied customer are often determined by the type and quality of customer services you offer. When it comes to customer service, customers have high expectations. They want to feel valued and appreciated while having great service from you and your company. Here are five things customers expect from customer service.
1. Multiple Contact Methods
Customers love to feel connected to you and your business. When it comes to customer satisfaction, they love to have options for maintaining contact with your company. Stay connected with your customer base via email, live chat, telephone, or social media. For example, when a customer is doing a simple interaction such as changing a password, they would rather have a simple method of communication such as email or customer self-serve when verifying ownership. However, when a customer is doing a more complex task, they prefer to have a more personalized method of communication such as talking on the phone or in person. In the end, customers want the freedom of choice regarding contact methods.
2. Shorter Wait Times
Nowadays, everyone is busy and we no longer have time to wait around. When a customer has a question, they want it to be answered within minutes, not business days. The waiting time should be based on what communication method a customer is using. For example, if a customer has a question and they call the company, an immediate response is expected. However, if a customer is emailing the company about a question or concern, a reply within 20 minutes to an hour is reasonable. All customers are looking for a reasonable response time for their questions!
3. Personal Interactions
Almost three-quarters of customers prefer a personalized customer service experience; not only does a personal experience allow the customer to feel valued, it also allows customers’ needs to be met more efficiently. An example of a positive personal experience with a customer service agent would be a conversation where the customer is not having to repeat themselves in order to get their concern addressed. The opposite of a personal experience would be when the service agent is answering questions in an unfriendly and uninterested voice.
4. Customers Want Their Voices to be Heard
In the customer service industry, customers want to feel as if their voices are being heard. This means that their feedback is being considered and used in the company. Many customers feel as if their feedback is not being heard. From a company standpoint, make sure you act on customer feedback. When you do, ensure you give credit to the customers for having the idea. For example, you could say “We listened to what you had to say and we came up with ‘x’ to fix your problems” This makes customers understand that you’re listening to them and value their input.
5. Customers Want Their Expectations to be Met
This may sound like a no-brainer, however many companies fail to do so when is comes to customer service. Customers get frustrated easily when their expectations are not met. When a customer has a question about a product, they expect the conversation with the service agent to run smoothly. If these expectations are not met, the customer becomes frustrated. In order to keep customers satisfied, the business first needs to know the expectations of the customer and understand how to meet them. In order to find out what a customer’s expectations are, they can either have customers file a survey or a follow-up questionnaire at the end of their experience.
Your customers are the backbone of your company. Keeping them happy means they’re more likely to come back and use your services or products again. By considering the customers’ expectations and ensuring they are met, you are improving their lives as well as the health of your company.