How to Exceed Customer Expectations

In Brief...

Memorable customer service occurs when customers walk away from your company feeling that they have been treated like they are special. The following suggestions will help you exceed customer expectations.


  1. Take that extra step with your customer. If there is an opportunity to help a customer, even if there is no immediate profit in it, take the opportunity. The customer will remember it and not only return to your company when he or she needs your product or service, but will tell others about the service.
  2. Follow up with your customer. Take the time to call or email the customer after the service has been completed to make sure everything is OK. Offer further service but do not use this opportunity as a hard sales call.
  3. Offer something extra. If you have to cancel or change the customer's request, offer an incentive as a way of apology. For example, If you have to change a scheduled meeting or event with your customer, offer him or her a free service or product as a way of making up for the inconvenience.
  4. Train your staff properly. Make sure you and your staff have all the knowledge and information needed to answer questions and make decisions that will please the customer.
  5. Be sincere. Service that is perceived to be insincere or phony will turn the customer off quicker than poor service will. Let your customer know you mean it when you provide customer service.

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Author: Janie Sullivan

Janie Sullivan, MBA, MAEd, has been teaching adult learners for over 20 years. She has taught online over 15 years, specializing in writing, communications, and small business applications. Janie directs the Center for Writing Excellence where she offers writing, editing, and formatting services for writers. She has been published in several newspapers and magazines as well as multiple online sites. She teaches communication, business strategy, leadership, and management courses. Janie has published a book "Develop and Deliver an Online Class." This is the third book she has written about writing and teaching online. She also has published a novel and an anthology of short stories.