How to improve customer satisfaction? This question is more common than you might think. The vast majority of companies are looking for ways to satisfy and meet their customers’ wishes.
If customer satisfaction is your goal, then great customer service will get you there.
Here are ten simple things you can do to embed customer service into your business philosophy and day-to-day operations:
- Respond more quickly to emails
Agility is everything. With social media, this is the age of instant response. A one-day turnaround for e-mail is very slow!
Try to send an answer quickly – even if it is just to confirm that you received your email and set expectations for when they can get a proper response.
Your customer will feel valued.
- Listen to customer feedback
This is very important. Listen and read the customer feedback. This is the most efficient way to understand what customers are saying about you, your service or company.
- Provide multichannel support
“With newer communications channels such as social, mobile, web chat, and email becoming increasingly important to customers, companies must develop an omnichannel approach to their customer service in order to connect with customers on the channels they prefer to use. Multichannel support not only offers customers a seamless transition between channels; it also prevents them from having to repeat information they may have already provided to different call center agents, which can be both irritating to customers and potentially damaging to a company’s reputation.”
- Share experiences through the company
You need do constant feedback throughout the complete customer service organization. Every employee is listened to, and experiences are shared throughout the company.
Use this learning to improve all processes of your company.
- Never say no to a customer
Never! The customer is the most important people for your business.
If we ever have to say no, it’s a ‘Disney No’ – we turn a negative into a positive through freebies such as goodwill credit or free loyalty points.
- Be honest
Listen to your customers and educate them for better understanding. You can engage them more if you let them see the bigger picture and the background of some of your decisions So, you need be honest in all situations with your clients.
Personalize everything you do, make sure the customer feels like he or she is the only one that matters. Use the customer’s name, refer to personal information and congratulate a customer on his or her birthday are good examples. Make them feel at home.
- Turn customer survey data into action
Data reflects the experiences your customers actually have with your company. Furthermore, data equips your company to take action.
You need analyze data and create a plan to evolve yout product or service.
- Focus on company culture
The best companies place a focus on culture. When the entire team is directed towards the same goal, customer satisfaction will be achieved more easily.
- Use NPS for identify customers sentiment
A simple and very effective way to find out the customers loyalty level is to send a questionnaire model Net Promoter Score (NPS). The NPS system has as a goal not only measure the customer satisfaction, but also to know if the customer likes your company so much that would recommend it to his friends.