How do you handle a customer who requests personalized service beyond your usual offerings?

Customers will and always demand over and above however to win over customers who crave customization, listen carefully to their requests & acknowledge their needs & frustrations . We should explore options within our existing offerings to see if we can personalize within company guidelines. If that's not possible, suggest alternative solutions that might still meet their needs. Be clear about any limitations & explain why certain customizations aren't feasible. When possible we should go the extra mile by personalizing their experience such as offering expedited service, a dedicated contact or a small token of appreciation. By doing this we can turn a potentially frustrated customer into a loyal one who values our effort to help.

Engaging in detailed conversations and actively listening are essential skills in customer service. By truly understanding what your customers are looking for, you can better meet their expectations and tailor solutions to their specific needs.

If a customer requests for personalized service(s) which is beyond your offerings . This is what you have to do: *Appreciate your client for informing you of their request. It simply shows they trust you and have confidence in you *Weigh the request as against your capabilities as a customer support professional *Explore different options that you can use to solve your client's problem's which are within your Service Level Agreement(SLA) and company's policies *Be honest and communicate your limitations and scope as a Customer Support Professional to your customers

Evaluate feasibility and impact on resources. Discuss options to meet their needs within reason. Offer alternatives or upgrades if possible. Communicate clearly about limitations. Prioritize customer satisfaction while maintaining fairness to all clients.

As with any customer requests, getting to know their exact requirement and need is important. If possible, try to understand what is the end objective that they wish to achieve with this customization request. In my experience, it also helps talking to other customers and see if they have similar requirement. If yes, this 'request' could be a potential insight to develop a new feature/product/service. It is important to approach such requests with an open mind, rather than with a black and white, yes and no approach.

When a customer requests personalized service beyond your usual offerings, the first step is to set clear and realistic expectations. For example, a customer might ask for a custom travel itinerary that includes unusual destinations or specific accommodations. In such cases, it's crucial to explain what your standard services include and the potential additional time or cost involved in accommodating their special request. You might say, "We can certainly look into creating a custom itinerary for you. This will require additional research and planning, which may involve a service fee."

After setting expectations, work on finding solutions that meet the customer's needs. This might involve going the extra mile to source special services or collaborating with partners who can provide what your customer is asking for. In my experience, I once had a client who wanted an exclusive tour guide fluent in a rare language. By reaching out to a network of tour providers and leveraging online resources, I was able to find a suitable guide. It took extra effort, but the customer's satisfaction was well worth it.

Throughout the process, maintain clear and open communication with the customer. Regular updates about the status of their request can help manage their expectations and keep them informed. For example, if there are delays or changes in the availability of certain services, let the customer know as soon as possible. You might say, "We’ve found a few options for your custom itinerary, but we’re waiting for confirmation on availability. I’ll update you as soon as we have more information.

Ensure that the personalized service you provide is of the highest quality. Even though these requests go beyond your usual offerings, the customer is still entitled to expect excellent service. Cross check all details and confirm that everything meets or exceeds the customer's expectations.

Listen to their request: Hear out their request for additional service, asking questions to better understand their needs. Showing genuine interest can help build rapport and let the customer know their concerns are being taken seriously.

If you have a partner who demands response times of 60 minutes from multiple departments that's potentially an unrealistic SLA to set in many cases. Profitability - To meet the request in some / all cases by aligning resources, will it be profitable? If not politely decline. This would be a premium service... Wider impact - If you re-deploy resource will it impact other partners if you can't quickly replace the skills gap? If so, politely decline. Customer Relationship - Will the customer recognise this partnership? If not, politely decline. Not all business is good business.