In Part One, we learned that Exceeding customer expectations isn’t difficult. It simply takes some attentiveness, analysis,

intelligence, the ability to التأقلم مع المفاجآت، الصبر والتعاطف مع الزبون empathyAs we mentioned in Part One,

10 خطوات بسيطه تعكس تعكس اهتمامك 

Now, let’s continue with Part Two. You can read Part One at the following link:

How can you exceed customer expectations with simple actions that show you care? Part 1

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11- When replying to a customer by email, give them a specific time for your next update.

Please keep this tip in mind every time you contact a customer by email or through

customer service channels, agreed?

Whether you’re delivering a service, the customer needs further answers or information, or they’re experiencing an issue

with your company and want a solution (this is the most critical situation and requires extra care to handle an upset customer well)…

Always set a specific time to get back to the customer with a response or solution.

This will exceed their expectations, because based on their past experiences with many

companies, customers expect to wait a long time for a response—and, in rare cases, may not get

a response at all, unfortunately…

Since you want to outperform the competition in your field and exceed customer expectations, try setting yourself this goal:

Reply to customers’ messages the same day.

This approach will truly surprise your customers and make your company one of their favorites.

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12- If the issue will take longer to resolve, keep the customer informed.

You may not be able to resolve the issue or dispute the same day, and we understand that.

But in situations like this, companies and entrepreneurs often don’t contact the customer to provide updates

or give them an estimated timeframe for resolving their request.

Instead, the company or entrepreneur continues looking into the matter and exploring ways to address the customer’s problem, but

without getting back to them. As a result, this often leads to misunderstandings, and the customer believes the company has

forgotten about or ignored their problem, unfortunately.

That’s why I recommend reaching out whenever you need more time or the issue seems more complex.

Explain transparently to the customer what happened and ask them to wait a little longer, giving them an approximate timeframe.

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13- Listen carefully and attentively to the customer, especially when they’re upset.

When a customer is upset and comes to the store to complain, you need to understand what’s going through their mind at that moment:

Whenever customers feel they’ve been treated unfairly, they become upset and angry. Their awareness of their actions and words narrows, and they become

more hostile because they feel threatened, and are more likely to attack than defend themselves.

If you truly want to exceed customer expectations in moments like these, you need to be well prepared: listen

For a customer who has made a complaint, listen all the way through. Let them finish, never try to interrupt, and show through your facial expressions that you

empathize with their concern. Try to calm them down.

Offer them a cup of coffee or tea, and invite them to sit down rather than talk while standing. Use phrases they

want to hear, such as: “Take your time,” “Tell me everything—I want to know all the details,” “I’m here to help you

from this moment on”…

Believe me: in moments like these, all an upset customer wants is someone who will listen and help them get rid

To ease the anger simmering inside him, try to win his friendship and help him in every way you can.

When a customer sees that you’re genuinely trying to help and empathize with them, it can be a pleasant surprise that

helps them relax again. They may even apologize for everything they said. This lets you defuse their anger and turn the situation to your advantage.

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14- Diversify your offerings to exceed customer expectations

بعيداً عن المشاكل والشكاوى، لا يزال هناك فرص لكي تفاجئ الزبائن، وإحدى هذه الفرص هي Offers.

to use creativity and designs that impress your customers. Each time, choose different colors and shapes that suit

your customers’ tastes and delight and surprise them.

An example of this kind of idea: If you own or manage a pharmacy and know that your customers buy sunscreen

الشمس Vichy و صابون العناية بالبشرة الدهنية Cetaphiltry bundling the two in an attractive special offer,

with eye-catching packaging. I’m sure customers will be surprised and delighted by an offer like this, wouldn’t they?

Another example: If you run an Arabic restaurant serving popular local dishes, and it’s winter, and your audience research shows

that your target audience likes lentils and plant-based legumes, you can take advantage of this opportunity and serve soup

Delicious lentils with onions and vermicelli at 80% off with every meal. I’m confident this strategy will help you

exceed your restaurant’s customers’ expectations.

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15- Ask customers for feedback after they purchase a product

Some people may think that the job of Entrepreneur or the company ends once the customer makes a purchase, but unfortunately, that’s wrong.

من المهم جداً أن تهتم بمرحلة ما بعد الشراء after-saleand try to understand your customer’s experience with the service.

or the product they purchased from you.

Ask your customer what they think. Send them a survey to learn how they feel about the product and how satisfied they are.

This kind of strategy will make your customer feel valued by your company and show them that their opinion matters. This helps you

earn their loyalty and commitment to your brand.

The key is to send a short, attractive survey that reflects your brand. Include only

a few brief questions so customers don’t get bored or lose enthusiasm for answering and helping you.

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16- Ask customers for suggestions to help you improve your service

If you truly want to exceed customer expectations, it’s not enough to simply ask them about their experience with the product and then forget about

the most important part: asking for their suggestions and future requests.

Since you’re planning to win the customer over for the long term, you should make them feel that you want to hear their opinions and suggestions

المستقبلية.

This strategy plays a major role in pleasantly surprising customers, helping them connect with you and share the feedback and ideas that

can genuinely help you improve and develop your services.

Now, to stay on the right track, all you need to do is analyze the points and topics they discussed.

The customer has made suggestions. Develop plans to implement the ones that make sense, and when the customer sees some of their suggestions being put into action right before their eyes,

you’ll exceed their expectations and strengthen your partnership with them.

Think about it: the customer made suggestions not for them to stay on paper, but for the right ones to be put into action.

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17- Give customers a distinctive, seamless sales page

Some customers hesitate to buy online because they aren’t very familiar with it and because they have to

fill in lots of fields and deal with complications. So they see abandoning the purchase as the easier, more suitable option.

حتى تفاجئ الزبون وتكسبه، من الأساسي أن تقوم بإعداد صفحة بيع Sales Page Simple and seamless, so it captures

their attention and encourages them to engage with it and provide a little useful information to make a purchase.

Here are a few quick tips:

- Use attractive, coordinated colors on the sales page

-اجعلها متجاوبة مع الأجهزة المحمولة mobile-friendly, many people shop from

جهازها المحمول

Use large, clear, concise fields for payment information.

Highlight the features and benefits customers will get from their purchase.

Make the warranty badge clearly visible on the page.

Provide ways for customers to contact you, your sales team, or your customer support team.

Add a video that introduces you and shows customers that you’re an authority on the topic you’re discussing.

Never forget to include testimonials from people and customers who have tried your product and benefited from it.

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18- To exceed customer expectations, improve the FAQ section on your website

I bet many entrepreneurs and companies overlook this important point.

إن قسم الأسئلة الشائعة وبالإنجليزية Frequently Asked Questions أو FAQ، is a section designed to

help customers or visitors find the information they need without having to contact customer support directly

and wait for a response.

But sometimes, customers visit this section—which is supposed to help them—and feel

They may feel lost because there’s too much information, it isn’t organized, or the specific question they’re looking for isn’t covered, and so on.

So, it’s clear from this that customers visit the FAQ section expecting to find an answer

70% of the time, and that they’ll be delayed in finding it—a possibility estimated at 80%.

ركّز جيداً على هذا القسم، استعن بمصمم Designer ليساعدك على تحويل فكرتك إلى واقع جميل 

and create an FAQ section that’s both polished and visually appealing.

Try to keep questions and answers brief. Use the keywords that come to mind when a customer asks a question or searches for something.

This helps customers quickly find what they’re looking for and exceed their expectations.

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19- Be transparent and honest with customers

Yes, you read that right! Transparency and honesty are essential qualities of a successful entrepreneur.

What customers expect from you is that sometimes you’ll try to hide the truth from them and mislead them with a few details

to close the sale and get them to buy.

I know you may not be thinking of doing that, but we can’t deny that this thought might cross a customer’s mind.

المحتمل، صحيح؟

So be honest with the customer. If the product they want is unavailable, tell them openly and promise that you’ll get it for them within…

As soon as possible, try to give it a specific time frame and stick to it, so the customer won’t feel deceived if they return at the

agreed time and the product isn’t there.

If you want to succeed in business, honesty should be your constant companion wherever you go, because it is directly connected to

your reputation in the market.

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What benefits do you gain when you exceed customer expectations?

There are several benefits to surprising your customer and exceeding all their expectations about the service

you provide, including:

1- Earn customer loyalty: This helps keep customers doing business with you, which is one of the factors that can lead to success

in your entrepreneurial venture.

2- Attract more customers: Because, as I mentioned, a satisfied customer recommends you to family and friends and promotes your business. لك

3- Generate more sales As a result of growing demand

4- Become a go-to resource in your market: Because a happy customer brings in another customer and boosts your reputation

gradually, through friendly, personalized interactions with every customer

5- When you exceed customer expectations, you also outpace and outperform your competitors

6- Opening the door to partnership opportunities with other companies and organizations

7- عندما تتجاوز توقعات العملاء يمكنك الاستفادة من Remarketing معهم: Since the customer will be more

willing to listen to you, your kind and personalized approach has earned their trust in you and your recommendations. You can then remind them

of some products they were about to buy but, for some reason, decided against at the last minute. These

The strategy is effective and worthwhile, given the minimal effort it requires compared with the considerable effort it would take

to win a new customer from scratch.

Read also

• How can you exceed customer expectations with simple actions that show you care? Part 1
• How do you build customer loyalty to your brand?
• Your Website Is Your Company’s Front Door: How to Reflect Your Brand Identity Professionally