1. Create realistic expectations
In our consumer culture, many individuals have unrealistic expectations and, when these cannot be met, feel angry or cheated. Do not tempt customers with promises you know you can’t deliver, but offer them what you know you will work.
2. Listen and act
If so many businesses listen to their customers, why is it that their products and services still don’t do what we want? Many listening exercises by businesses are a sham. Be genuine and act on what your customers tell you to improve their satisfaction.
3. Respond to contact
Nothing annoys customers more than not receiving a response to communications. Even an acknowledgement is better than no reply and gives you time to provide a more comprehensive answer.
4. Give clear information
Always keep customers fully informed. Let them know clearly what your product is, what it does and its price. Give clear details of delivery methods and times and provide easy-to-understand instructions, if required. As well as keeping customers happy, you will reduce time-wasting follow-up calls or emails asking you simple questions.
5. Be patient with every customer
When we’re busy, it’s easy to become impatient with people, especially when in a hurry to get something else done. Give every customer your full attention – it will save you time in correcting avoidable errors and ensure your customers feel satisfied that they have your full attention.
6. Show genuine interest in customers
Often you can leave a customer feeling more satisfied than ever by sorting out problems. Listen to their concerns, even if they seem trivial, and be helpful, firm and polite. If you have promised more than you can deliver, they are unlikely ever to be satisfied. If you have offered a realistic service, it is within your power to leave them contented.
See the other polite prompts in our please and thanks courtesy toolkit.