Here's how you can surpass customer expectations through creative customer service.

Clients are well informed of the technology out there to support businesses to communicate with them. The clients thus will be most impressed with businesses who can provide a personalized experience. This goes beyond their name in the intro line and automated birthday emails, it’s in the style of the communication and the relevance of the content that you will really stand out.

Ao longo de todos esse anos atuando com atendimento ao publico, tanto diretamente quanto com gestão, percebi que nada é mais efetivo na melhora da experiencia do atendimento quanto a personificação. Saiba quem é seu cliente, características criticas, modo de agir e falar, para que assim se possa oferecer as melhores soluções de maneira individualizada. E quem me pergunta sobre cordialidade, bom, isso já sua obrigação ao atender o publico.

In my view, personalization is more than an individualized recommendation engine based on customer purchase history or service history. It needs to consider the human aspects of experience and go beyond only existing customers to any potential customers as well. In this regard, it is helpful to take into account the following factors - a) Weather conditions and time of the day for arrival to any physical store b) Visit of a customer with or without family c) Behavior, attitude, physical ability, and conversation of customers inside a store d) Special day, event or occasion in personal or professional life of a customer

As a customer service experience officer, personalized service is an attribute to delivering good customer service to your clients. in the sense that, personalization is a powerful tool in your customer service arsenal. By remembering past interactions, preferences, and details, you can tailor your service to make customers feel valued and understood. Implementing a customer relationship management (CRM) system can help track these details, enabling you to provide a customized experience every time. Whether it's using their name in conversation or suggesting products based on their purchase history, personal touches make a world of difference.

Being proactive and owning a customer problem until resolution lifts the burden away from the customer and demonstrates ownership of problems by organizations. Customers are happy when the burden to fix their problem is not theirs and this builds trust with your organization.

In my experience, proactively reaching out to customers with anticipated issues and recommended solutions based on product or service usage data of existing customers under similar or comparable setup, would give the required confidence on the customers to trust and rely on the service team. However, it has to be done in a balanced way with logical reasoning so as not to give an impression to the customer that these issues are the probable shortcomings of the product and could have been avoided or prevented during the implementation and training or handholding stages.

The experience doesn’t just become more positive it becomes genuine. I find scripts and protocols to be a super helpful anchor to customer engagements (whether digital or in person) but being enabled to be yourself is a CSMs superpower. We talk often about personalisation in approach to new customer acquisition, the same rhetoric absolutely should apply post sale. Imagine starting a journey as a customer feeling bought in, connected and with strong relationships and then that all changes with a cookie cutter one size fits all experience. Find ways, little and often is fine, to bring your genuine self to your customer engagements and it’ll help immensely in good times and times of challenge.