Satisfied Vs Delighted Customers in Philippine Call Center

How does a delighted customer differ from a satisfied one? Let me give you an example. A customer went to a coffee shop and ordered a cup of cappuccino. After a few minutes, her coffee was served to her table. Definitely, she expected it to be hot. Then she was satisfied. The next day, she tried to get a coffee from a famous coffee shop in her town.

When she got there, she was greeted with a warm smile by the staff. She ordered her favorite coffee, and it was served to her after a few minutes. But this time, she was surprised because she got a piece of cookie along with the coffee. The server also offered her newspapers and magazines. From then on, she kept on coming back to that coffee shop.

Definitely, the customer was not just satisfied but also delighted. Satisfaction is based on fulfilling the expected, while delight occurs from the unexpected. Companies need to go beyond simple satisfaction to retain customers and attract new ones. This can be done in many ways and everywhere: restaurants, hotels, stores, or even Philippine call centers. For inbound call centers, there is more opportunity to exceed customers’ expectations.

You can do this by going the extra mile and truly caring for your customers. In telemarketing, be flexible in your approach. Don’t just make a sale. Offer solutions in the best interest of your customers. You also have to listen to them and know what’s important to them.

If you receive complaints, respond positively and quickly and thank them for their involvement. Use this complaint as a positive thing to help you grow and improve. Keep in touch with customers and check if the products or services are good.

Delighted customers will be more loyal, and a business can create customers for life.  The key for companies is determining the right customer experience for a great return.