Continuously underlined in this blog is the importance of quality customer service. Regardless of technology improving at a rate that forces individuals to have more interaction with their smartphones and computers than human beings at times, amazing customer care should not come as a surprise.
Richard Branson, founder and CEO of Virgin Group, wrote about his experiences with customer expectations in a recent Entrepreneur article. Oftentimes, he said, customer surveys will pose the question, "Did we meet your expectations?" A positive answer does not always mean that exceptional customer service occurred, according to Branson. If an individual had a terrible experience with a company, then his or her expectations will be very low, and thus, not difficult to meet.
"Surpassing expectations on the service side means that your people understand what your brand stands for, that they are proud of it and will go the extra mile to make sure that your customers are happy," Branson wrote in the article.
In addition, Branson said delivering a higher level of service does not have to mean a higher cost to the company. By hiring individuals who believe in the company's goals and love their jobs, a business can ensure that they will treat customers in the same manner that they themselves would wish to be treated – assuredly a high standard.
While some businesses and organizations might not always practice poor customer care, an average experience should not be the norm either. Companies need to be better than average to stand out. Pairing with a quality, and award-winning, live answering service will help achieve that goal.
By being able to interact with a live person through either phone, email or text messaging services, customers will feel unique and special, knowing that their questions and concerns will be met in a friendly manner.