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.