Customer satisfaction and delight are related, but you always want to cross into the ‘delight’ category. You want your customers to rave about your service and tell others about you so they, too, become customers.
If you provide just run-of-the-mill service, your customers can go anywhere to get the same service. So instead, give them a reason to stay and not go elsewhere.
Why Customer Delight is Important
Happy customers are important for any business, but you want your customers to be more than satisfied – you want them to be delighted with your service, so they remain loyal and refer you to others.
The people who answer your phones and deal with customers control whether your customers are satisfied or delighted.
Knowing how to train your employees to go that extra mile is essential to your business’s bottom line.
How to Achieve Customer Delight
So how do you achieve customer delight? Here are four key ways.
Provide immediate support
When customers call with a problem or need support, be available immediately. Don’t send them to voicemail or take a message and say someone will get back to you.
Instead, have a solid plan in place for any situation that could occur and make sure every person handling your phone calls knows them. Create consistency across the board to ensure your customers feel supported.
Reward loyal customers
Your loyal customers deserve VIP treatment. If they write a review or refer new customers to you, reward them with exclusive discounts and rewards. Remember to reward your most loyal customers and follow through on the promise.
Provide a personalized experience
A script is important to ensure all customers get the same treatment, but at the same time, your employees should be free to provide personalized service as warranted. For example, if they can help a customer in a more intimate way than listed in the script, they should be free to go above and beyond for customers.
Treat customers like people
Even though your customers are a ‘sale’ for you and money in the bank, don’t treat them as such. Instead, treat them like real people with real needs. Don’t make your phone calls too ‘salesy’ to the point that they feel like they are a means to an end, not a person with feelings and needs.
How can Virtual Receptionists Help?
If you constantly overlook sales calls or put them aside because you have other tasks to handle, here’s how virtual receptionists can help.
Understanding your Business
Virtual receptionists understand your business and what leads need to hear to become a customer. They know how to solve problems leads have when they call and how to make your business sound like the perfect answer to their needs.
Using Sales Scripts
If your company has a specific script they like to use to bring in new customers, virtual receptionists can use them. This way, your outsourced services sound like they are a part of your company and make the customer feel ‘warm and fuzzy.’ When leads call, they want to talk to someone who understands their needs and can show them how your business can help.
Provides Value-Added Services
Virtual receptionists aren’t just salespeople. While they can handle sales calls well, they also provide exemplary customer service. This feature can help convince leads to become customers because of the level of support they feel when they call.
Final Thoughts
Customer delight is the key to growing your business. But if you don’t have the time or manpower to give your customers the desired service, consider hiring a virtual receptionist.
At Easybee, our receptionist can do everything from closing the sale to providing exemplary customer service to keep your customers happy. Our receptionists know how to keep customers delighted from the moment they first call and throughout their relationship with you. Try for free by using our 2-week free trial.
