6 Steps For Improving Customer Satisfaction
Generally, we will have Sales Professionals, Network Engineers, Account Managers and other administrative resources. For many of us, the mentality is that every person is a Customer Service resource. This is fine enough, except that sometimes we might forget to spend time training our team on the skills that are required to be good at customer service. And, since improving customer service is one of the simplest, least expensive things we can do to boost customer satisfaction support services, it’s likely worth putting a little time into teaching our teams on these important skills. The following are the 6 steps for improving customer satisfaction through some good customer service techniques.
Fix Everything Twice. The first solution is to actually fix the problem. The second solution is the thing that stops it from ever happening again.
Choose Your Phrase Wisely. Choosing our words and when to use them when we’re conversing with customers is critical. There are myriad applications of this principle. In a tech support context, for example, avoid highlighting user errors or anything that might make the customer feel insulted. The fact is that perception is reality, and your job in customer service support is to create the perception that you have helped. Even if your customer is at fault or the cause of the problem, there’s no good reason to point it out. Just help them to fix it.
Make Customers Fans. Most people’s experiences with technical support services and customer services come from airlines, telephone companies, cable companies, and ISPs. Many of whom are generally perceived to provide terrible customer service. When someone calls for customer service at your company, look at it as an opportunity to set yourself apart and create a fanatically devoted customer, one who will ramble on and on about what a great job you did.
Take The Blame. Most customers judge their service providers less on the instance of errors, and more on the manner in which those errors are addressed. Our customers run businesses themselves, and expect the occasional mistake to happen, then expect us, like themselves, to resolve it appropriately. As frustrating and discordant as some customer service situations can be, never underestimate the disarming power of these three little words: “it’s my fault.” After you’ve said this, of course, apologize immediately for the inconvenience and fix the problem as quickly as possible.
Get Into Character. There is only one way to survive dissatisfied customers emotionally: you have to realize that they’re not angry at you personally; they’re angry at the situation, and you just happen to be involved in that situation – and maybe even the cause of it. So get into your Customer Service character, and stop taking it personally!
Be Nice. Recognize that replacing something today to satisfy a griping customer may cost a few bucks and a little time, but that it’s a small price to pay to maintain the lifelong value of that customer relationship. Make sure your customers know that they don’t have to wonder about whether you’ll take care of them. When they know they don’t have to worry, they’ll be nice in return.
Train your team, and help them understand the value of treating your customers correctly and with respect during unpleasant situations. Remember that it’s always easier and less expensive to keep an existing customer than it is to go out and win a new one.
To find out more about how June Spring Contact Solutions can help you with your customer service support needs, call us at (US) 408 600 2621 or (AU) 08 6102 5588. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.