At some time in my career, I learned that the standard for customer service should be to surprise and delight the customer. That means you must find out what the customer expects and then give the customer more than he or she expects. The following 9 steps can be used to exceed the customers expectations.

1. Ask the customer what he or she expects from you.

2. Based on the customers answer, do whatever it takes to deliver more than the customer

expects, and remember that you want the customer to be surprised and delighted.

3. Ask the customer if you delivered more than he or she expected.

4. If not, do whatever it takes to deliver more so that the customer is surprised and

delighted.

5. Once you know that you have exceeded the customers expectations, ask the customer if

there is anything more that you can do.

6. If the customer tells you there is more that you can do, ask what it is and do it.

7. Assume the customer tells you there is nothing more that you can do, but you can think of

something more that you can do. Do the additional thing that you thought would be of

benefit to the customer.

8. After you have done everything that either you or the customer can think of, make sure the

customer knows that it was your pleasure to work with him or her.

9. Tell the customer that you are available at any time if something comes up and the

customer needs additional service.

These steps are not complicated and are really quite simple to follow. You have the ability to make your customer happy when you do so much to meet and exceed his or her expectations. You can be proud of yourself whenever your customers are surprised and delighted by your good service.

Jo Ann Joy, Esq., MBA, CEO Copyright 2006 Indigo Business Solutions. All rights reserved.