Delighting Customers, Satisfying Them

Pursing customer satisfaction is a very important job because it is what the company does to stay in business. As mentioned in Customer Perception, it is vital to learn of customer’s varying needs, before knowing how we can delight a customer. A customer just wants to be listened to and treated well. Every one of us has some experience of being a customer. As a customer, i expect to be treated with respect and sincerity because i am paying for the service. As a service provider, serving people well is highly satisfying because i have made someone’s day. I remember the other time i worked as a waitress in a cafe. I was so happy to see customer walking away happy and satisfied with their meal.

Customers are not always right, but they have the rights. It is vital to exceed customer’s expectations. A service provide should always “Promise only what you can deliver and deliver more than you promise” this will perk the customer up as they are pleasantly surprised when you exceed their expectations. Highly delighted customer creates an emotional tie to the product and service. This meant that they are loyal to your product and will make repeat purchases. They would also be providing free advertising through word-of-mouth as they talk favourably about the company. Besides, it is vital to establish a long-term relationship with the customers.

As such, there are several important pointers to note.

Firstly, service provider should take the initiative and be proactive in serving a customer. It is important to have a positive service attitude and be flexible to meet customer’s varying needs. The customer should not have to ask to be given.

Secondly, product knowledge is very important in helping to assure the customers. Having equipped oneself with the knowledge on the product will help you and your customer to place their trust in you and the product.

Thirdly, the physical aspects of the service that customer can see and come into contact allows customer to make their first impression of the company’s service standards immediately.

Moreover, it is vital for service provider to recognise customer’s emotional state to serve them better. Customer will feel that the company cares and understand their needs and frustrations.

Lastly, the service provider should be prompt and willing to help customers.

When the customers are satisfied, it means that the company have created and imprinted on the customers a lasting impression of the service and product. The customer will show continuous support towards the customers by making repeated purchases and talk favourably of the company to his/her friends and family.