Companies can improve their customer satisfaction and loyalty by following a basic service policy - being honest.
Honesty and transparency can foster a trusting relationship and help companies retain customers, especially in ecommerce, reports Mashable. It's important for customer service representatives to admit when a mistake has been made and it's ok for them to say they don't know an answer as long as they outline a plan to find one. The source points out that customer support may even have to tell a customer that their expectations about shipping times or prices are unrealistic, but it's better than overpromising and leaving them disappointed.
Companies have to be realistic about what they can deliver and be honest with customers, according to Retail Customer Experience. They should set deadlines they can meet and follow through with them. Customers respect honesty, reports the source, and they appreciate knowing they can trust a brand to tell them the truth even if it isn't exactly what they had in mind.
Retail Customer Service explains that consequences for making excuses for poor service or delays may far outweigh any immediate benefits. If a patron realizes they aren't getting the truth, they could put the company on an unreliable vendor list that would tarnish its reputation.