Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a customer experience an excellent one? Would you consider a normal, vanilla transaction a high-quality service?
In whatever facet of customer service, it’s often advised for businesses to underpromise and overdeliver. Underpromising sets the bar of expectations low for customers; overdeliver, means going beyond what is asked. When applied, simple requests become memorable moments; customers become more satisfied because of the positive customer experience. But is this practice worth the effort for your call center?