One of the objectives of any organization should be creating happy and satisfied customers. However, this isn’t always easy to do, especially considering that people can be hard to please! As a business, you must continue trying to improve customer satisfaction if you want your business to still be around in the coming years. The next question you may then ask is how you can go about keeping your customers happy and meeting their core needs. There are several answers to this question, and the reality is, you’ll have to find what works for you. In this article, we outline four ways you can improve customer satisfaction in your business.
1. Talk to them
Some companies try and improve customer service by just guessing what it is that they need. However, this approach is a hit and miss one that could cost you money and time that you don’t necessarily have. Talk to your customers and find out what their needs are and how you can better serve them.
To get customer feedback, you could undertake customer surveys or get customer service reps to ask when they’re serving customers on the phone. Many businesses tend to offer rewards as a way of getting feedback and compensating them for their time too.
2. Work on complaints
No matter how perfect a company is, none is exempt from complaints. There will always be dissatisfied customers. However, you can look for ways to take their criticism and use it to improve your business.
In the bid to improve your customers’ experience, it’s crucial that you protect yourself as well. You can do so by getting professional indemnity insurance. A good explanation of professional indemnity is put forward by UK business insurer Hiscox. It is a product that covers you in case one of your client’s attempts to sue your business. Comprehensive cover provided by companies such as Hiscox includes protection if your IT systems fail, employee negligence (such as discussing a client via email and accidentally sending it to them!) and infringement of intellectual property rights.
3. Use technology
There is so much technology out there that is capable of helping you improve customer satisfaction in your business. If you haven’t explored what’s out there already, it’s the perfect time to do so. One great example is chatbots which can help customers who need online support.
There are also CRM systems that could help customer service reps perform their jobs with far more ease and save the customer time in the process. A lot of the technology out there is affordable in case you’re worried that it could put a dent in your finances. There is even software that is free although likely limited in terms of what you can do. Ultimately, you can expect technology to change the future of customer service by providing more options for automation and quicker response times.
4. Train your team
It’s so easy to forget to train the people that are dealing with customers every day. No matter how professional you think they may be, there is always room for growth. On these premises, offer customer service training to staff so that they are able to learn new techniques and approaches for dealing with customers. Also, listen to any challenges they may be facing that could be preventing them from delivering the best customer service to customers.
- Train Customer Service Representatives to Cross Sell
- How Great Managers Capture Profit Pools
- Excellent Customer Service: A Must for Small Businesses
- Customer Service: How to Knock the Socks Off Your Customers
- The Customer Revolution: How to Get Repeat Business and Referral