Define processes and train your team. In the long run, you will make a difference against your competitors. If you are efficient and attentive, your customers will recommend you to their friends and family.
According to Hubspot, if a company you are loyal to america cell phone number list makes a mistake but acknowledges it and “fixes” it, 96% of you would continue to buy .
Advice :
Never try to justify a failure : it is not your customer's problem if you are failing or if one of your employees is failing or if your methods are obsolete. Repair the damage and take into account to improve your processes and not repeat the error.
Be responsive : customers expect quick and efficient answers. To do this, provide your teams with clear processes and encourage their autonomy and decision-making. For example, you can set up a ticketing tool for monitoring or knowledge bases and other FAQs .
Listen to your customer : your ability to listen, empathize and reformulate is a major asset when interacting with your customers. Knowing how to listen means knowing how to capture important information that will even allow you to anticipate your customers' future requests, and therefore new business opportunities!
Solicit customer feedback and listen to them to better satisfy them
What could be more relevant than customer feedback to improve your way of working? Take into account your customers' opinions, their feedback: this is information that is worth its weight in gold. This will allow you to improve your customer service and satisfy them even more.
You can use CSAT (Customer SATisfaction Score) or NPS (Net Promoter Score) surveys , which are essential customer satisfaction indicators . This indicator will allow you to interpret your customers' satisfaction and compare it with industry averages.
Here's how the NPS is calculated:
customer-service-quality-nps-calculation
If you get a positive NPS (>0) then you can consider your customer satisfaction to be good. Here is an example of what you can ask your customers: “On a scale of 1 to 10, how likely are you to recommend this product/company to a friend or colleague?”
You will be able to classify your customers into three categories based on the results:
Promoters = respondents giving a score of 9 or 10
Passive = respondents giving a score of 7 or 8
Detractors = respondents giving a score of 0 to 6
Consider implementing automated satisfaction surveys . They will allow you to assess your customers' satisfaction with your business (what they like, what can be improved, etc.)
Be present on different channels
It's a fact: consumers are omnichannel and therefore expect to be able to contact your business through different channels: website form, live chat, chatbot , social networks, telephone, etc.
customer-service-quality-different-channels
Like companies like SFR or Orange which use Twitter as a complaints management tool , social networks can be a relevant tool for managing after-sales service requests (almost) instantly and transparently.
saytAnother advantage is that social networks can be used by the marketing department as a means of monitoring to obtain feedback from the field:
Are my products reliable?
What are the main problems users face while using it?
Is my customer service responsive/satisfactory?
What blog posts or tutorial videos should I create to improve the post-purchase experience?
Should I list everything in a knowledge base?
This feedback allows you to improve your offer based on customer feedback , to create content that addresses post-purchase customer issues (we talk about a knowledge base ) and therefore to provide an optimal customer experience.