The Art of Customer Service: Managing Expectations and Timescales Effectively.

Having always worked in a customer service role, no matter the industry I've been in, I've gained a wealth of experience in how to manage customer contact efficiently. If I had to pick just one thing to advise on, it would be ‘Managing Expectations’ effectively.

What does that even mean? Ensure they know the timescales you're working to, and what to expect. This can prevent contacts and happy customers from turning into complaints and escalating situations. So how do I do this, I hear you ask! Check out my guide below.

I know eight might seem like a lot, but I bet there are some you'll already be doing!

1. Setting the Stage: When customers reach out to your business, they come with certain expectations. These expectations can be influenced by previous experiences, advertising, or word-of-mouth. Drawing from my experience, managing these expectations right from the start is paramount.

2. Timely Responses: In the fast-paced world of customer service, quick responses are non-negotiable. I've learned that a delayed response can lead to frustration. Set clear guidelines for response times and adhere to them religiously!

3. Transparency: Honesty, as I've realised over the years, is the foundation of customer trust. If a customer has a complaint or a complex issue that may take time to resolve, be upfront about it. This transparent approach prevents disappointment and helps build trust. And can also earn respect from clients.

4. Sprinkle the Glitter - Over-Deliver, Don't Over-Promise: I've often seen the temptation to promise the moon to appease a frustrated customer. But it's crucial to be realistic. Instead of making grand promises that may be difficult to keep, focus on over-delivering on your commitments. Customers will appreciate receiving more than they expected.

5. Constant Consistent Communication: Drawing from my extensive experience, when a customer's issue requires time to resolve, don't leave them in the dark. Provide regular updates on the progress, in a way that works for them. This reassures them that you’ve heard them and you're actively working on their problem, it will keep their expectations in check.

6. Training and Empowerment: In my roles, I've seen firsthand the importance of well-trained and empowered customer service teams. Ensure you and your team are well-prepared to handle various situations and that your team feels empowered to make decisions. This reduces the need for escalations and leads to faster issue resolution.

7. Handling Compliments: In my personal experiences, I've found that managing expectations is not only about addressing complaints; it's equally important when dealing with compliments to respond promptly, express gratitude, and use the opportunity to reinforce the positive expectations customers have of your brand.

8. Ask for Feedback: If you don’t ask you’ll never know! The best way to move forward in your business is to ask customers what they want. Regularly seek input from customers and use it to make improvements that will enhance your service. This demonstrates your commitment to meeting their expectations and evolving your services.

If my extensive experience in various customer service roles has taught me anything, it's that managing expectations and timescales is an art worth mastering. It requires a careful balance between being prompt, transparent, and realistic. When done correctly, it can transform dissatisfied customers into loyal ones and amplify the advocacy of satisfied customers. Always remember, the way you handle customer correspondence reflects YOU and YOUR business!