Five-Star Experience: How to Deliver Excellent Customer Service

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We won't go into too much detail about how important excellent customer service is for your business to thrive. Here's some interesting statistics from open Internet sources: about 85% of companies believe that their service is impeccable. But only 8% of consumers can confirm this.
Therefore, to ensure truly high-quality service, it is important for us, first of all, to know what criteria our customers use to evaluate it.

User Experience: What Builds Trust and Loyalty
Of course, customer expectations may vary depending on the industry, niche, cultural characteristics and specific situations. For example, when buying a chair on Amazon, we expect fast delivery: every day of delay, whether it is the seller's fault or the shipping company's, increases the degree of dissatisfaction. But if we order a custom-made product (say, the same loft-style metal chair made to order), we are easily ready to sacrifice speed and wait as long as it takes to get a quality result.


However, speed is certainly one of the most important parameters on page seo service of quality service. Moreover, it can be divided into several aspects:



speed of response from the consultant if any questions arise;
order processing speed (checking availability, preparation, dispatch);
delivery speed.
Following this, many buyers note the convenience of shopping. This includes:

availability of complete and reliable information in the description of the product/service;
the ability to compare products with others;
simple ordering process (without filling out forms and dozens of steps);
high-quality photos and video (preferably in 3D);
convenient payment methods for the buyer, their variety;
return/exchange available.
Yes, these are indirect factors that do not directly depend on the behavior of the consultant or store manager, but without observing them, it will be difficult for a business to provide a “five-star experience”.

Now let's discuss how to make the client happy from the position of a responsible employee.
So, the first rule of a good seller is adjustment (understanding needs without imposing) and personalization . People appreciate when service takes into account their individual preferences. This may include useful recommendations or adaptation of services to a specific request.

Of course, the seller must be polite, correct and sincerely interested . But in some cases, humor is appropriate.
For example, Monobank support staff can continue the lyrics of a song that you send them as an information request. But this does not affect the reputation of a serious financial institution.

The “highest level” of service is creating a wow effect. Simply put, when a business does something for the user that goes beyond the “standards”. For example: a valuable gift with an order, a discount coupon, holding fan meetings, personal birthday greetings, creating unique custom products, etc.

5 Practical Tips to Improve Customer Service
Listen to your customers and respond to their feedback
And it's not just about eliminating the shortcomings of negative reviews. You can give the customer a sense of involvement, for example, by organizing a competition for the best product name (with valuable prizes). Or adopt the strategy of Starbucks, which regularly adds new drinks to its menu, taking into account trends in the consumer industry.

2. Become better than your competitors There is nothing easier and more effective than finding negative opinions about your competitors and, based on them, creating a kind of checklist to eliminate similar mistakes in your activities.


3. Create maximum personalization The goal of this point is to make the client feel special and unique, important for your business. For example, baristas in coffee shops remember the wishes of their clients and surprise them with questions: “As always, a double latte with coconut?” This is easily applicable in online marketing. From basic congratulations and discounts on a birthday to original mailings. For example, a small clothing brand from Instagram sends a letter to “former” clients once a year with the following content: “ We noticed that you haven’t pleased yourself with a new dress from the XXX brand for a year. Let’s correct this misunderstanding?”




4. Think about additional value.

For example, a sugar paste manufacturer can launch a free training course “How to become a hair removal master.” As a result, the client, when buying the product, also gets the opportunity to learn a new profession.