The CFI Group published a report in 2014 that stated customer satisfaction levels have seen a significant drop over the years. However, the score is way above average, reaching a commendable 72%, and is expected to grow over the subsequent years.
This clearly states that companies are putting their back into it by selecting the best customer service available to satisfy the ever-growing consumer numbers. Moreover, a rebounding economy has a direct effect on customer satisfaction.
So, technically, what are these surefire ways in which companies can drive customer satisfaction?
1. Develop Customer Service Communities
Using customer service communities to generate product ideas and test them is a new way a company can realize their customer satisfaction goals. In addition, these communities do share feedback on the use of certain products.
2. Treat Customers with Empathy
The customer always expects the sunny side of your business. To do that, it’s imperative that you put yourself in their shoes. In addition, you can also instill this attitude in your staff. Create role-playing scenarios that will train them how to be a consumer and a retailer at the same time.
3. Provide Multichannel Support
Multichannel involves incorporating two or more communication channels to reach your consumers. It may be social, web chat, mobile/telephone, or email. Multichannel support offers customers easy transition between these channels.
4. Make Employee Satisfaction a Priority
Employees are the gears that turn your business. Happy employees translate to happy customers as better service is offered. Ensuring employees are comfortable in where they work will improve their work performance and with it, improved customer satisfaction.
5. Train Agents to Take Ownership and Deal with Problems
Teaching agents to handle problems is crucial, as it reduces time spent addressing the problem, escalating it, and possibly losing out on a potential customer. Moreover, encouraging agents to take charge gives them a sense of pride in their duties.
6. Turn Customer Survey Data into Action
Develop a survey that truthfully pierces into a consumer. This will outline gaps and opportunities that consumers feel should be implemented in the business plan. All the more, it is wise to remember that survey data will actually be a representation of the customer experience with your company. Equip it, incorporate it and take action.
7. Figure out What the Customer Really Wants
Figuring out what the customer wants is really the aim of consumer satisfaction. If we can solve consumer problems, we’ll get paid for it; however, the focus should be on providing a clear-cut commendable solution to their problem.
8. Focus on Company Culture
Culture determines how a computer company grows and establishes itself in the market. Introduce training programs based on the company’s cultural values, just to ensure all employees are familiar and consistent when dealing with customers.
9. Stay Current on Customer Reviews
As virtually the entire world is dependable on the Internet, the majority of consumers have access to the Internet, and they are quick to point out pleasure or displeasure with a product or service. As a business, you should have a team canvassing your web page for reviews and how you’ll transform and incorporate them into your business for success. Being aware of an issue is the first step in resolving it.
10. Offer Proactive Customer Service
This is basically calling your customers before they need to call you. In order for these proactive calls to matter, they need to be well-timed, relevant, and most importantly, personalized. This strategy reduces inbound calls and improves agent efficiency. Such matters can be uses to keep tabs on your consumer, including fraud monitoring, reward schemes, payment reminders and personalized loyalty messages.
11. Personalize
Personalization can be thought of as a form of flattery to a customer. Make them feel like this service or product is truly suited for them. Use their name or personal information for a special day message, like birthdays or anniversaries.
12. Slash Wait Times
In today’s world, hardly anyone has the time to sit back and do nothing. People are always on the move, and they are busy. Having a company that provides high-level customer services will ensure your customers are retained, lest they seek out someone else who will give them what they want. Customer wait time should either be reduced by half or even removed altogether. Bureaucracy has negative effects on customer service satisfaction, thus replace it with customer-friendly support.
Basically, what you’ll be doing is making it easier for customers to do business with you.
13. Put a Social Media Plan in Place
As part of efficient customer care services, a speedy response is one of them. Customers hate to wait for a response. Moreover, as customers change with time, they are quick to lament on their displeasure on social media. Therefore, a company would be wise to have a social media platform or position to address consumer complaints, lest they bring havoc to their reputation.
14. Rethink both Doing Business & Building Relationships Approaches
Since customers are dynamic, i.e. they tend to change time and time again, companies have no option but to etch themselves in the existing environment, in order to transition smoothly when need be. Therefore, it’s fair to have companies rethink their approach to doing business and establishing a relationship with their customers.
15. Demonstrate Product Knowledge
Knowing your product inside out will definitely play a major role in having successful customer service encounters. Managers should focus on their sales and marketing agents, building their confidence and will to succeed. A manager may be required to test their agent’s product knowledge before sending him or her out on a mission. Moreover, assessing an agent’s product knowledge sheds light on certain gaps which can be dealt with as the future of the product is planned.
Final Thoughts
Indeed, there is no one way or solution to deal with customer satisfaction. The most important aspect is developing a consumer mind and further use that to make informed decisions and lead the company in the right direction. These glorious tips will enable you to tap into the raw power the consumer can display.
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