What do you do if a customer's definition of excellent customer service differs from yours?

1 Understand Needs

When a customer's definition of excellent service differs from yours, the first step is to understand their specific needs and expectations. Engage in active listening, show empathy, and ask clarifying questions. By doing so, you demonstrate that you value their perspective and are committed to providing a solution that meets their unique requirements. Remember, excellent customer service is not one-size-fits-all; it's about how well you can tailor your approach to individual customers.

3 Educate Politely

At times, customers may have unrealistic expectations or a misunderstanding of what can be provided. In such cases, it's important to educate them politely about the processes and limitations while still showing a commitment to help. Use clear, jargon-free language to explain why certain requests might not be feasible and offer alternative solutions that can still address their needs effectively.

4 Set Boundaries

While adapting to a customer's expectations is important, it's also crucial to set healthy boundaries. Ensure that any adjustments to your service approach are within your company's policies and capabilities. It's okay to say no when a request goes beyond what you can reasonably offer, as long as it is done respectfully and with an explanation. Setting these boundaries helps maintain a professional relationship and prevents the setting of unsustainable precedents.

5 Offer Choices

Empowering customers by offering choices can bridge the gap between differing service expectations. When customers participate in the decision-making process, they feel more in control and satisfied with the outcome. Provide them with a variety of options that can meet their needs, and guide them through the benefits and drawbacks of each. This collaborative approach fosters a sense of partnership and mutual respect.

6 Follow Up

Finally, following up with the customer after your interaction shows that you care about their long-term satisfaction. It's an opportunity to ensure that the service provided met their expectations and to address any lingering concerns they might have. A simple check-in can reinforce a positive experience and demonstrate that your commitment to excellent customer service extends beyond a single encounter.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?