What are some key tips for customer satisfaction?
I am planning to start a customer support outsourcing company. I want to know a few points on how to satisfy the customers across the world.
The best tip for customer service I can give you is follow up with your customers. Ask them how they experience was, did anything unique happen, what they didn't like, will they come back, etc. Use their feedback to shape your own customer service and improve it.
Under promise, over deliver.
Be courteous at all times regardless of the attitude of the person on the other end of the phone.
Be knowledgeable of your product or service.
Don't put your clients on hold repeatedly.
Treat the client the way you would want to be treated.
Motivate your employees first- customer satisfacton will follow- pl read " Employees first Customers second by Vineet Nayar CMD, HIndustan Computers limited
Exceed the expectations! Hire people that care. The customer is not always right, but they do not need to know that. Be flexible and creative. Make sure you hire people that want to get better!
2 things work every time;
Deliver your promise and be transparent.
Sometimes things do not go well. Address these head on and be genuine. You get a lot further with people if you do that.
The best tip I can give you is to ASK THE CUSTOMER what they like and more importantly what the DON'T like about the product or service.
To often I have witnessed the creation of customer satisfaction measure that the business or company have Assumed will give their clients/customers better satisfaction but in vain since they have targeted the wrong area. Remember the management adage that ASSUME makes an ASS/U/ME.
Build into any pitch the fact that you will be conducting a customer satisfaction survey as the starting point before you go away and design the programme.
Good luck in your venture.
Generally customer support does not act as customer support. Most of the people employed start defending the the product and forget that they are there to support the customer. It is imperative that customer support should be able to reduce the worries of the customer who has reached the CS for help. Should be able to suggest the customer ready solutions as part of fault finding and thereafter should be able make the technician reach the customer within next 05 to 08 hrs.
If it is longer period in that case faith in the product gets lost and there is always a chance of word of mouth spread of counter publicity of the product.
It's important to have intelligent, well-trained, and resourceful staff members who feel a vested interest in the success of your company. Offer your workers the ability to move up in the company based on performance. Offer employees bonuses for exceptional job performance and regularly let your staff know how much they mean to the success of your business. Employees who feel valued deliver exceptional work. In addition, hire staff who can speak the foreign languages of your clients around the globe.
Do what you say you're going to do, and when you say it's going to be done.
Maintain constant contact with the customer, especially when things are not going smoothly; don't wait for them to call in. Always keep the customer up to date with their issues.
On email, copy everyone involved in the issue, it keeps everyone current and gives the impression that a lot of people are working on the problem/issue.
Don't sell, become the assistant buyer and help the customer to get what they need both literally and emotionally.
‘Listen – understand – analyze – respond’ - Repeat every time...
And do this cheerfully, heartily and with a S-M-I-L-E...!
Focusing on customer satisfaction is short-sighted. You should focus on the bigger picture which is customer retention. When you focus on that, everything changes because you are not trying to satisfy them on one aspect, you are working to keep their trust in every way that your company touches them.
A satisfied customer will still leave you. A customer who you've built a strong relationship with will work with you through difficult times.
Just do the job right with little customer involvement, and keep all promises. Going above and beyond and missing a piece of info is worse than doing the job as asked perfectly.
Make sure you have an easy method of assessing satisfaction. Instead of a long list of questions, a study published in HBJ determined a one question survey was 1) most apt to get responses from customers 2) identify the most crucial information. The question: "Would you recommend our company to others?
There are a series of metrics involved that allow you to determine which way your company is going with regard to customer satisfaction, who to follow-up with and how, when to follow-up, etc.
Two simple things.
1) Work with your clients, By focusing from the same side.
2) Treat your clients and prospective clients better then how you would expect to be treated.
The most important point for any company is to create a highly motivated, fully engaged workforce because they will treat their customers the way customers want to be treated. Employees will love their company and so will their customers.
Be proactive, approachable, reasonably priced for the service offered and provide an exceptional service that exceeds expectations.
1-Always speaks truth
2-Customer is not literal mostly,so please try to educate them according to your product.
3-Compartive explination is good for customer.
When creating such a business, you have to let your customers know you care and you want to help them achieve their customer service goals. Your motivational and communication skills should out shine your competitors. You've got have something that'll bring you potential clients, but also, keep current ones happy.
You have to build trust with your clients so that the business relationship can function properly. If the relationship is rocky, the clients won't trust you and will eventually go somewhere else.
Tell the truth, don't embellish what your business can do.
Be reliable, do what you say and say what you do.
Give your customers more in use value than the cash you bring in.
Maintain a servants heart at all times. No customers = No business.
Be an excellent timekeeper. Be on time,deliver on time,because the one item people value more than any other is their time. Don't waste people's time,they will start to resent you for this and it will hurt your bottom line.
Most of all gain the trust of your clients and customers.
To your success Sofhia.