What is customer satisfaction?
Customer satisfaction is a process of evaluating a customer’s experience with a company’s products and services. It is defined as a measurement that determines how happy customers are with a company,s products and services.It could also mean a measure of how well a company,s products, services, and overall customer experience meet customer expectations.
The following are ways to improve customer satisfaction.
1. Make your customers feel important by keeping in touch with your customers. Keep track of how they are doing with your products. You should have an email series or messages which are sent to customers after their purchase to thank them.
2. Listen carefully when your customers are complaining to you by :
A. Record details of the complaint.
B.Get all the facts
C. Discuss options for fixing the problem.
D, Act quickly to solve the problem
E. Keep your promises
F. Follow up
- Know your products and services:
Product knowledge is vital for delivering exceptional customer service, as it builds trust, empowers agents, and ensures customer satisfaction. Well-informed agents can assist potential customers in making informed decisions, saving time, and increasing the likelihood of customer loyalty.
4. Understand the cost of losing one customer:
When a customer or client leaves, the immediate impact is the loss of revenue generated by his business, the customer’s lifetime value, and the potential lifetime value of the customer’s referral network
5. Treat your customers as individuals by
A. Never take your customers for granted.
B. Educate your employees on how to respect your customers.
Make customers feel heard, seen, and understood.
D. Ask yourself how to turn customers into lifelong clients.
6. Offer multi-channel help to your customers. Multi-channel customer service can be a combination of platforms including phone, email, live chat, social media or self-service channels like FAQs, online communities, etc.
7. Reduce waiting times:
You can reduce waiting time by considering self-service, optimizing staffing, training your staff, offering appointments, scheduling, engaging your customers, etc.
- Deliver on your promises:
By setting realistic and clear expectations with the customer from the start and communicating frequently and proactively.
- Go to extra mile with customer support:
Respond to customer inquiries and requests as soon as you get them. The trick here is to surprise your customers with the speed and efficiency of your response and also be friendly,be quick and be happy to help your customers. You must hold yourself accountable and never make excuses.
