Anticipate - Don't Just Answer The Question
Surely, customers don't want a long-winded answer when a simple yes or no will do. However, because customers may not really know enough to ask the "perfect" question, sometimes it is very helpful to provide a response that includes a little more information than asked for. So when your customers ask their questions, think to yourself, "To answer this question fully, what else might I include in my response to add value?" Anticipating what the customer may need distinguishes exceptional customer service.
For example, if a customer calls you and asks, "Can you get X to me right away?" you could respond with a simple yes, or you could add value by adding, "There are new maps available with X. Shall I include those, too?" And before disengaging, ask, "Is there anything else I may get for you?"
The difference is a matter of seconds. But the levels of service are miles apart. And those few seconds may actually save you time by avoiding the back and forth and follow-up calls that often result from giving incomplete solutions. In addition to this, the few extra seconds build customer loyalty.
Of course, providing an accurate answer is critical, but it is even better to add value as you do so. Certainly, there are many times when a simple yes or no, a date, or a fact will do. But there are equally as many times when less is not more. There is the short answer and there is the best answer - best for the customer and best for you, too.
Customer questions give you the opportunity to gain credibility, show your responsiveness, and let you add value to increase customer satisfaction. Take a few extra seconds and you will find it helps you achieve and exceed your objectives.
Don't be long-winded, but remember, in service, as well as sales, just the facts often aren't always enough.
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