Want to improve customer satisfaction? Be sure you know the best ways to make it happen! Learn, how to improve improve customer satisfaction in just 15 simple ways.
1) Develop Customer Service Communities
“The most advanced companies are using [customer service] communities to generate product ideas and test new products. Seventy-two percent of respondents [who participated in a Get Satisfaction survey] are using communities to get feedback on how existing products are used; 67% use them to collect ideas for new products or features from customers; and 46% rely on them for feedback on prototypes or beta products.”
2) Treat Customers Like You Would Want to Be Treated
“Remember that your customer wants to see the sunny side of you and your business, so have your filter on and put yourself in their shoes.
A good way to in still this attitude among your staff is to do some simple role play in which they act out a few scenarios that involve both easy-going and difficult customers. Observe how they handle the situation and coach them on areas to improve.”
3) Provide Multichannel Support
“With newer communications channels such as social, mobile, web chat, and email becoming increasingly important to customers, companies must develop an omni channel approach to their customer service in order to connect with customers on the channels they prefer to use. Multi channel 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.”
4) Make Employee Satisfaction a Priority
“Simply put, when your employees are happy, they can provide better customer service. Studies have proven that employees often perform better at the jobs when they feel appreciated. Give each employee a personalized ‘thank you’ every now and then, and introduce an employee of the month program, if you don’t have one already. If you can help your employees take pride in their jobs, their work performance will also improve.”
5) Encourage Agents to Take Ownership of Problems
“Encourage operators to take ownership of problems and spend time dealing with the customer, rather than escalating or passing over the problem. This gives advisors a real sense of pride in their job and means they are taking their own action and really shows excellent customer service.”
6) Turn Customer Survey Data into Action
“Good data reflects the experiences your customers actually have with your company. Furthermore, good data equips your company to take action. The key is to develop a satisfaction survey that probes truthfully into the heart of your gaps and opportunities.”
7) Figure Out What the Customer Really Wants
“Figure out what the customer really wants, if you can solve the problem they will pay; the value is often not in the discount you can offer but rather in the solution you can provide.”
8) Focus on Company Culture
“The best companies put a focus on culture. They implement training programs around their cultural values to ensure everyone shares the same values and that they are consistently demonstrated when dealing with customers.”
9) Stay Current on Customer Reviews
“In a world that is heavily dependent on the internet, consumers are quick to hop online and share how they feel about a product or service. Take the time to log onto the internet and observe what people are saying about your business. Find out what people enjoy, as well as what they’d like to see improved. The reviews you stumble across might surprise you and introduce you to areas of improvement that you had not previously considered.
10) Offer Proactive Customer Service
“The key here is to contact your customers before they need to pick up the phone and contact you! To be effective, these contacts should be timely, personalized and relevant to the consumer.
The best proactive strategies make regular contact throughout the consumer lifecycle. Examples include: payment reminders, fraud monitoring, and personalized loyalty and reward schemes. This strategy can reduce inbound calls and improve agent efficiency. This proves that offering great customer service isn’t just good for the consumer, it’s good for the business as well.”
“In 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. Make them feel at home.”
12) Slash Wait Times
“Everyone is busy, and if your company can’t provide the highest levels of service your customers won’t hesitate to find someone who can. Customer wait time needs to be eliminated or managed. Bureaucracy needs to be replaced with customer-friendly processes. Be easy to do business with, and your customers will reward you over and over again.”
13) Put a Social Media Plan in Place
“Customers are increasingly demanding speedy responses—sometimes as quickly as in real time—to their complaints on social media. A company that isn’t paying attention can wreak havoc with its reputation.”
14) Rethink the Approach to Doing Business & Building Relationships
“Because consumers are operating differently today, and more differently tomorrow, companies must embrace the environment in which we’re operating. It’s only fair to customers that companies rethink their approach to doing business and building relationships with them.”
15) Demonstrate Product Knowledge
“One of the most important aspects of successful customer service revolves around product knowledge. In other words, any and all agents who have direct customer contact should know the company’s product and/or service inside and out.
In many cases, developing robust product knowledge involves managers helping agents build their confidence so they’re motivated to succeed. To do this, managers might try mapping out their assessment of an agent’s product knowledge and compare it against the agent’s, identifying any gaps that exist and making it easier to put together a professional development plan for the future.”