How do you follow up and confirm customer expectations and actions after the conversation?

1 Send a summary email

One of the easiest ways to follow up and confirm customer expectations and actions after the conversation is to send a summary email to the customer. This email should recap the main points of the conversation, the agreed outcomes and next steps, and any additional information or resources that the customer might need. It should also thank the customer for their time and feedback, and invite them to contact you if they have any questions or concerns. A summary email can help you to reinforce your message, clarify any misunderstandings, and show your professionalism and attention to detail.

2 Ask for feedback

Another way to follow up and confirm customer expectations and actions after the conversation is to ask for feedback from the customer. This can be done through a survey, a phone call, a text message, or a social media post. Asking for feedback can help you to measure the customer's satisfaction, identify any gaps or issues in your service, and improve your performance and quality. It can also help you to build rapport and trust with the customer, and show that you value their opinion and input.

3 Set a follow-up date

A third way to follow up and confirm customer expectations and actions after the conversation is to set a follow-up date with the customer. This can be done during or after the conversation, depending on the nature and urgency of the service. Setting a follow-up date can help you to monitor the customer's progress, provide additional support or guidance, and ensure that the customer's needs and expectations are met. It can also help you to maintain contact and communication with the customer, and show that you are committed and accountable.

4 Use positive language

A fourth way to follow up and confirm customer expectations and actions after the conversation is to use positive language in your communication. Positive language can help you to convey your enthusiasm, appreciation, and confidence in your service. It can also help you to create a positive impression and experience for the customer, and encourage them to take action and follow through with their expectations. Some examples of positive language are: "I'm happy to hear that...", "I'm glad you found that helpful...", "You did a great job with...", "I'm looking forward to hearing from you..."

5 Confirm understanding

A fifth way to follow up and confirm customer expectations and actions after the conversation is to confirm understanding with the customer. This can be done by asking open-ended questions, paraphrasing or summarizing what the customer said, or using reflective statements. Confirming understanding can help you to check that you and the customer are on the same page, avoid any confusion or miscommunication, and ensure that the customer's expectations and actions are realistic and achievable. It can also help you to demonstrate your active listening and empathy skills, and show that you respect and acknowledge the customer's perspective.

6 Follow through

A sixth way to follow up and confirm customer expectations and actions after the conversation is to follow through with your promises and commitments. This can be done by delivering your service on time, meeting or exceeding the customer's expectations, providing updates or reminders, or resolving any issues or problems. Following through can help you to establish your credibility and reliability, build customer loyalty and retention, and generate positive word-of-mouth and referrals. It can also help you to show your integrity and professionalism, and prove that you care about the customer's success and satisfaction.

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?