9 ways to guarantee a positive surprise for your customers

If you are in daily contact with customers, you will likely be familiar with the satisfaction that comes from making a positive impression. When a customer reaches out with a question or complaint, the goal is to ensure that they look back on the interaction with a sense of satisfaction. The following nine tactics will reliably help you exceed your customers' expectations.

When a customer makes contact, they typically want to share their experience first. They may be unable to find certain information or may be dissatisfied with something. By listening attentively to the question or complaint, you can often resolve a significant part of the issue before any further action is even required.

Few things are more frustrating than not knowing what the next step is. Regardless of the nature of the enquiry, customers always want to know: "What happens now?" For this reason, it is important to always offer a concrete follow-up. Whether that means providing the customer with the right information immediately, or facilitating the return or repair of a defective product, a clearly defined next step can turn an ordinary interaction into a genuinely positive experience.

Customers will occasionally come to you with complex questions for which there is no immediate solution. In these situations, it is important to think alongside the customer. If, for example, returning a product is not possible, there may be another creative solution available. Always strive to work towards a positive outcome.

In our view, all customer service is fundamentally human work. It is important to present your most personable and approachable side when interacting with customers. This consistently leaves people with a positive impression.

When developing your policies, always look for alternative solutions for customers who are experiencing difficulties. Where a customer has a serious complaint, consider whether a discount or gesture of goodwill is possible. Even a highly dissatisfied customer can be won over in this way.

A customer service operation that is accessible by phone, email and live chat is generally perceived as more customer-friendly. It also enables your team to serve a greater number of customers simultaneously.

Consider the experience from the customer's perspective. When submitting a complaint or enquiry, they want to immediately know where to go and to be able to reach someone at all times. It is therefore essential to ensure that your customer service team is readily accessible. Where possible, offer customers the ability to make contact outside of standard office hours, and clearly communicate your availability, for example on your website.

This tip is aimed specifically at customer service managers and team leaders. The better trained your staff are, the stronger the performance of your customer service operation and the higher your customer satisfaction scores will be. A well-prepared, attentive agent is one of the most effective tools at your disposal, and the benefits will speak for themselves.

Some business owners treat customer service as an afterthought. In reality, however, it is a fundamental component of any organisation. When customers are supported in the right way, they feel a stronger connection to your business and are more likely to make repeat purchases. They are also more inclined to recommend your company to friends and family.

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