The effectiveness of your customer service strategy is rooted in your clients’ expectations of you. If you do not live up to those expectations, you can’t expect your clients to stick around, or give you stellar reviews online or by word-of-mouth. So, how do you balance what you have to live up to during your post-sale customer service? Here are a few tips from Oisin Ryan’s article, “4 Customer Expectation Management Strategies to Improve Customer Experience.”
3 Ways to Control Post-Sale Customer Service Expectations
The easiest way to manage your clients’ post-sale customer service expectations is to tell them straight up how your service works. Lay out your customer service strategy for them and show them what all of the benefits are. If they like and are satisfied with your plan, great. If they are not, well, here is where point two comes in …
If you work with your clients to make individualized post-sale customer service strategies for them, you will both know exactly how much give and take is expected from each of you. Not only that, building a personalized customer service plan with your customers will show each client that you view them as an individual person with specific needs and wants that you are willing to attend to. Now, you will be able to control your client’s expectations AND make them feel special and valued.
Now, this does not mean that you should undersell yourself. You still need to promise your clients enough service-wise that they will want to do business with you. However, keep it at that: just what they need to be satisfied. That way, the circumstances when you go above and beyond in your post-sale customer service to them will not be expected. Instead, those moments will be more of a pleasant surprise to your clients. Your unexpected service level will show them that you care about providing more for them when you can. But at the same time, it will not be something that is expected of you 24/7.