Customer Service Training:
Customer Service Course: Why Poor Customer Satisfaction Will Kill Your Business
A business dealing with products and services must place customer satisfaction as a high priority on its mission statement. Business owners should be aware that satisfied customers are loyal customers. As the lead author of the book How to Retain Your Customer and Increase Your Profit by 8x, I've discovered that satisfied customers do not only make repeat orders or come back for services but also boost business by referring other people. Testimonials and referrals are one of the best marketing tools that a business can have. This yields business opportunities with no marketing costs. "The benefits of having happy and satisfied customers outlive the efforts put in place for customer satisfaction," he adds.
As a result, there should be strategies developed intended to build relationships that make customers return to make purchases or avail of services offered. The customer service policy and facility should be put in place using media that is available to most people. Availability of a customer service staff at all times is ideal. The use of the telephone, chat, and email or SMS technology along with the physical customer service booth or table is a good strategy.
Customer satisfaction is crucial to business and it is measurable. The best way to determine a customer's level of satisfaction is to ask them and this can be made through various means. Interviews can be conducted and surveys can be made thru the mail or email. Discounts and other incentives can be combined as incentives. Computer companies are the best examples of businesses that thrive on customer satisfaction. Billions of dollars are spent on consultants and customer satisfaction surveys to constantly improve customer service as well as products. One of the industry giants, Dell Inc. have been given low customer satisfaction ratings by consumers and sales have been going downhill.
The main complaint of Dell consumers is not on the products but on customer service. The results of the survey showed that the length of time the customer is placed on hold when making calls to customer service as well as the quality of assistance the customer was getting from the customer service. In contrast to Dell is the result of the survey made on Apple customers. The results showed high customer satisfaction due to the product innovations and quality customer service that the company has implemented. Apple has a very high rating for customer satisfaction which makes people more confident to buy their products.
The internet and the social networks flourishing are now the venues for consumers to find expression for their frustration if not disgust about some company's customer service. This medium reaches more people at any given time. All that is needed is one unhappy customer posting some negative feedback on a social network, a blog or a forum and that may well cause ripples. This can lead to a wave of other negative responses and the scale of such feedback is massive and can pull down ratings and eventually sales. This clearly indicates that poor customer satisfaction has so much impact on a business.
Top rating companies have well designed and operational customer satisfaction surveying systems that are not only the concern of the customer service department but has the support of everyone in the company.
Customer satisfaction surveys should be able to reach different groups of consumers. An understanding of the customer demographics and profiles must be made first of all. An analysis of results should be made to give a better picture of who the satisfied customers are. There are possible areas for measurement are:
* Quality of service
* Speed of service
* Prices of products
* Complaints or problems
* Trust in your employees
* The closeness of the relationship with contacts in your company
* Types of other services needed
* Your positioning in clients' minds
The goal of every company should be geared towards customer satisfaction through a well structured customer service department. The success of the implementation of the policies is crucial to the satisfaction level of the customers. A customer satisfaction measurement system should be part of the quality check of a business. This is to assure that those that buy products or avail of services has positive experience. Such customer satisfaction surveys should be conducted on a regular basis and given focus by management.
Source:
Jorge Lee:
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Article Content: Customer Service Course
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Customer Service Training:
Customer Service Course: Why Poor Customer Satisfaction Will Kill Your Business
