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.
Customers primarily need a listening solution provider. Your team should not be so sure to jump to a solution before they understand the actual problem.
Customers are also satisfied when they know they are dealing with someone who has the information that will get them to a solution. Please ensure that your team of customer support is well informed on the products/ services you intend to support.
Your team should also build warmth in their voices as they speak to customers. One's voice has a direct impact on how they deal with the customer's problem. A welcoming voice will invite more details from the customer. A voice that projects sympathy or empathy will cause the customer to realise that their problem is understood and will be dealt with
Please let me know if this is helpful
I am from the hospitality industry and I find that customers comes back again and again for the little things that make up exceptional customer care. As Lillian pointed out, this start with a great team...
Hi Sofia, the key is to meet the customer needs in terms of technical, use and economical manners. It is important what you delivered against your value proposition. Depending on the type of product and customer segment, the measurement of customer satisfaction should be done periodically bu the third parties which may be external or may be internal such as an independent department like customer relations. Especially for B2B the measurement could be done through the visits. For other type of products online questionnaires could be used. The methodology is well defined in the name of CRM concept and tools. Should you need to discuss further, I will be happy.
Lots of good comments. I would add:
Find out as much as you can about your clients' customers/clients. Remember you are a link in a chain that ends at the ultimate end-user.
Make relationships with the people in your clients' organisation who will be using your products or services. Very often the procurer is not the person who'll be using them. EG. If you supply parts to an automotive manufacturer, get to know the quality control personnel and the fitters, production director etc and open up communication channels so they can be in contact with you directly if they need to discuss anything. This same principle applies to any business.
Chose your team wisely! All of the team members should be on board for the ultimate goal - understand and help your clients when they need. Communicate efficiently and follow up every project.
In order to provide service to global customers, it is essential that your front line staff are well trained and sensitized to cultural variations.
It will be prudent to invest in cross cultural sensitization training and hiring front line staff who are intelligent enough to understand the unsaid expectations of customers.
Offering a service more than the expectations of customers is the key to managing their satisfaction. Thus, do not promise more than what you can offer, but offer more than what customers expect.
Service blueprinting is essential. Plan your service process to identify the key points of customer access and meticulously identify all possible gaps/challenges/issues and proactively deal with those.
All the best!
If you are going to be looking after other companies customers then you need to ensure you have measurable success.
Do quick rate your experience from 1-10 at the end of each incoming call, or something of the sort. That way you can find out what customers were not happy, find out why and improve yourself as well as show your customers how their customers are finding their outsourced customer service experience.
While in BPO , I would suggest fist consider the Infrastructure which is most Important for the client as well as to keep check on Quality . You can start choosing by a CRM . Secondly the need of every client is different and the customer . E.g You might have to run two process one for Health insurance and one for Online ticketing the CSAT score ( As it is know in BPO sector ) will be calculated differently . You can start with a single process and chose a simple one like for any Mobile phone operators and get your self accustomed with the business ( Assuming you are a fresh graduate )
First rule is, due you have something which others can't provide. If the answer is yes, your answer is easy. Customers want a good service and compatible rates, timely services with full confidential information on extremely timely manner, they prefer that you have all the tools and techniques to provide the most professional services----'-- again on a timely basis. In nut shell" excellent professional service with comative prices from the highly motivated and professional people and new innovative ideas is a great surplus" .Net work and word of mouth is a great way to get the business and how you retain the business is upto you if you can provide value added services. Pradeep Berry
look for your customer's competitive advantages, try to make them sustainable
You've received a ton of answers that all are telling the same thing! Customer service! Customer service! Go the extra mile, etc. You must work from a customer oriented perspective. Treat them right, respect them as individuals, honor your word and you're on the right road to success!
I will always remember a quote from a sales training course. "You have two ears and one mouth use them in that ratio" You cannot satisfy a customer unless you know what they want. Too many people are trying to think what to say next rather than listening to the client.
Hello Sofhia , It depends on the type of services , Some services are very necessary to be introduced ,Some are not once the client buy the product ,the connection disconnected , e,g Cars customer care starts directly after sales , anyway its you who decides the type & how to give services to clients . the most important is to make clients feel that you care for them & you are giving them the best service .
When you outsource your customer service, train them properly and make them aware of the process of your organization so that the outsourced people are aware of the same and handle the situation properly to avoid bad name to your organization and dissatisfaction of the customer. Ensure proper communication is in place so that the customer is kept informed in advance about the progress of their order or service etc.
I will try to keep this short... The very first thing is to train your customers exactly what to expect from your service or product. If you do not let them know exactly what to expect, they will all have different expectations that you can never satisfy. Once you train them exactly what to expect, then give them more than you promised, and be consistant about it. No one likes getting a different experience every time they buy a certain product or service.
Here is a good article on customer satisfaction. It offers a fresh perspective and practical strategies for achieving great results. http://www.rock-solid-business-coach.com/improve-customer-service
Establishing the clients key Goals and knowing what their expectations are for the service or product your providing to them, from the very beginning of the relationship.
Probably the biggest tip one can offer is to exceed the customers expectations when giving service. This is virtually guaranteed to give customer satisfaction, gain a customer for life and reduce churn rates.
Giving or offering just that little bit more than the customer has asked for or is expecting. Making the customer feel important. Not just 'going through the motions' but really feeling empathy WITH the customer and talking to each customer as if it was the first customer of the day, even if it was the 94th.
Just a couple of tips.
There are many factors to consider, but here are just a few tips to consider that may smooth the way:
-Ensuring you have a solid understanding of what your client's needs are
-Set expectations clearly and up-front accurately to save aggravation later
-Be transparent - client's don't expect perfection, but they do expect honesty
-Keep in regular contact with prospective and current clients
-Be fair to your client and also yourself
-If you are doing business internationally - take into account cultural differences and be respectful and patient
-Consider hiring professionals that is versed in compliance, legal, financial and other related issues in your industry/business model so you can focus on what you do best
-Make sure your staff understand, share and act on your vision for the level of customer service you plan to offer clients
It's not a comprehensive list but hopefully some of this helps
You are a customer - how do you want to be satisfied? Now you have your answer.