How do you deliver on promises to retain customer trust?

Delivering on promises is a key factor in building and maintaining customer trust, loyalty, and satisfaction. When you make a promise to a customer, whether it is about the quality, delivery, price, or service of your product or solution, you are creating an expectation and a commitment. Failing to meet or exceed that expectation can damage your reputation, credibility, and relationship with the customer. In this article, we will explore some best practices and tips on how to deliver on promises to retain customer trust in customer service operations.

1 Set realistic and clear expectations

One of the most important steps in delivering on promises is to set realistic and clear expectations with the customer from the start. This means being honest, transparent, and specific about what you can and cannot do, how long it will take, and what the possible risks or challenges are. Avoid making vague, ambiguous, or exaggerated promises that you may not be able to fulfill or that may create confusion or disappointment later. Instead, use clear and measurable terms, such as deadlines, milestones, deliverables, and outcomes, to define the scope and expectations of the project or service.

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Praveen Mutreja

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One thing I have found helpful is to visit the customers on regular intervals even if they have not called your team to address any problems. Also, it is important to deliver wonderful services in terms of carrying out preventive maintenance calls on time and very efficiently. this approach will help you to win customer's confidence and also it will make them feel that their products are performing well due to proper maintenance then they will be comfortable paying the AMC/CMC charges once instrument goes out of warranty.

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Ken Hames

Nobody cares how much you know until they know how much you care.
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I think a lot of times promises are made after something have went wrong. Things happen, I get it. Things going sideways isn't the problem. It's how you handle the opportunity is where you'll get get that trust back. These are the most important promises because now something has gone wrong and this is your chance to get that trust back and they will absolutely tell their friends and family how well you took care of them. Trust me, they've already told them what just went wrong. This is what I've found to work best for me. You have to be 100% present with that customer. You have to be genuine. They will see straight through you. Roosevelt said it best, Nobody cares how much you know until they know how much you care. With Honda I had a 99.2

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2 Communicate frequently and proactively

Another essential step in delivering on promises is to communicate frequently and proactively with the customer throughout the process. This means keeping the customer informed of the progress, status, and any changes or issues that may affect the delivery of the promise. Communication can be done through various channels, such as email, phone, chat, or video, depending on the customer's preference and the nature of the promise. The key is to be consistent, timely, and respectful in your communication, and to provide relevant and accurate information. By communicating frequently and proactively, you can build trust, rapport, and confidence with the customer, and avoid surprises or misunderstandings.

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Gary Jamison

Chef Concierge Loews Vanderbilt
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As a Hotel Concierge I know My word counts. I have to be accountable to the guests in what I say I will do and to the vendors that help me to meet my guests needs. Honest communication is the key for my success. I think people go wrong when there is no truth in their words and no truth in their actions. To communicate is good and to tell the truth is even better.

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3 Follow up and follow through

A third vital step in delivering on promises is to follow up and follow through with the customer after the delivery of the promise. This means checking in with the customer to confirm that they received the product or service, that it met or exceeded their expectations, and that they are satisfied and happy with the outcome. It also means addressing any feedback, questions, or concerns that the customer may have, and providing any additional support or assistance that they may need. By following up and following through, you can demonstrate your professionalism, care, and value for the customer, and reinforce your relationship and reputation.

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4 Learn from feedback and improve

A final important step in delivering on promises is to learn from feedback and improve your performance and processes. This means soliciting and listening to the customer's feedback, both positive and negative, and using it to identify your strengths and areas for improvement. It also means taking action to implement any changes or enhancements that can help you deliver better products or services, or prevent or resolve any issues or errors that may affect your delivery. By learning from feedback and improving, you can show your customer that you respect their opinion, that you are committed to quality and excellence, and that you are constantly striving to meet or exceed their expectations.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Hytham Mahmoud , MBA

Kering Certified | Gucci - Senior Client Advisor | Luxury - High End Brands & Retail | Operations .
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Trust takes time to build but can be easily eroded if promises are consistently broken. Consistency, communication, and accountability are key to maintaining trust with your clients.

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How do you deliver on promises to retain customer trust?

1

2

3

4

5

1 Set realistic and clear expectations

2 Communicate frequently and proactively

3 Follow up and follow through

4 Learn from feedback and improve

5 Here’s what else to consider

Customer Service Operations

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How do you deliver on promises to retain customer trust?

1

2

3

4

5

1 Set realistic and clear expectations

2 Communicate frequently and proactively

3 Follow up and follow through

4 Learn from feedback and improve

5 Here’s what else to consider

Customer Service Operations

Rate this article

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