24 quick-fire tips to improve customer satisfaction
Looking for some quick ideas to improve customer satisfaction?
Here are 24 quick-fire tips that have been submitted by our readers.
1. Under-promise and over-deliver
An age-old edict: “never over-sell and under-deliver”. Make sure expectations of service levels are established, published and met consistently!
Thanks to Iain
2. Present a sample of customer complaints in team meetings
Get team members to present a sample of the customer complaints in the weekly team meetings. This allows the team to review the problems faced and also feel engaged in the process of coming up with longer-term solutions
Thanks to Peter
3. Respond more quickly to emails
With social media, this is the age of the instant answer. A one-working-day turnaround for email is too slow!
Try to send a reply quickly – even if it is just to confirm you have received their email and set expectations for when they can get a proper reply.
4. Let your unsatisfied customers guide you
Listen to those that are dissatisfied and act on their advice when it rings true. Find out as much detail as possible – maybe the problem started on Twitter and has now taken an email and 2 phonecalls. How can you improve overall not just the end problem?
Thanks to John
5. Be honest
Be honest, customers appreciate it! Listen to your customers and educate them for better understanding. You can engage them more if you let them see the bigger picture and the background of some of your decisions.
Thanks to Monika
6. Let them see your smile
Be positive…Let them see your smile. A positive experience and a customer care representative that leaves a positive experience will go a long way.
Customers can hear in your voice that you are smiling – it’s hard for a lot of people to be angry when the person on the other end of the phone is happy.
Thanks to Cristie
7. Put the customer at the heart of your decision
Put the customer at the heart of your decision and take a balanced approach.
Be focused on problem solving, not on the process.
Thanks to Norah
8. Tone is very important
Always use positive words with a genuine interest for the customer’s needs. Tone is so important with the customer not being able to see us.
Thanks to Michelle
9. Allow the team to listen to and score their own calls
In a previous role I encouraged my team to listen and score their own calls. This built buy-in to a predominantly uncomfortable coaching session by giving agents the opportunity to identify their own areas of improvement with customer satisfaction
Thanks to Julia
10. Throw away the scripts
We have found that scrapping the script has had a huge positive impact, treating the customer as the individual that they are – talking to them like a fellow human being has seen us receive feedback for being friendly and approachable and is bringing people back time and again.
Thanks to Danielle
11. Listen to customer feedback
Listen and read the customer feedback. Then, you can change your own behaviour if you see what customers are saying about you.
12. Never say no to a customer
Our golden rule: never say no to a customer – if a Customer Service Rep can’t deliver a solution for the customer, they escalate this to their Team Lead, so strategically we can resolve the root cause.
If we ever have to say no, it’s a ‘Disney No’ – we turn a negative into a positive through freebies such as goodwill credit or free loyalty points.
Thanks to Kelvin
13. Treat the customer as you would a friend or business partner
Take care of the customer end to end. Treat them as you would a friend or business partner. Do not get stressed about KPIs such as AHT, only get stressed, if necessary, about the impression you leave in customers’ minds.
Thanks to Anna
14. Other departments don’t understand their part in customer service
If the culture in the rest of the business is different from the service team, make sure everyone in your company understands the impact they have on the success of the business.
Show them how their actions affect the customer experience as well as the cost to the business.
Thanks to Victoria
15. Keep in touch with the customer
Plus 1’s work for us. A follow-up call or a box of chocolates, or a free trial of a paid feature.
Show that they are valued customer – a small token can make all the difference.
Thanks to Anneliese
16. Share experiences through the company
My tip is for constant feedback throughout the complete customer service organisation. Every employee is listened to, and experiences are shared throughout the company to improve processes.
Thanks to Bart
17. Don’t dwell too much on speed
The right outcome is more important than a fast response – but that’s nice too!
18. Act on feedback
Hardly any companies do – it seems like companies think that measuring the problem will solve it, but customers are won and lost one at a time.
19. Senior managers should match words with behaviours
Customer-friendly words from the ‘top’ should be matched by personal behaviours and policies.
20. Do what is right for the customer
Act first, analyse second.
Thanks to Guy
21. Reward positive behaviour
When KPIs (key performance indicators) are good, the team is given a budget to do something fun (they pick it themselves). If the KPIs are bad, the budget is zero.
Thanks to Tom
22. Show that you care
Understand your customer’s business and show that you care when users are facing an issue. Act with sympathy as well as fast and understandable solutions.
Thanks to Romeu
23. Use customer focus groups
Use customer focus groups to find out what the customers themselves think makes them satisfied.
24. Set the right expectations
Be precise and clear in your Terms & Conditions and customer communication, so you control the expectations you create. Keep your promises.
Thanks to Fredrik
Do you have any tips for improving customer satisfaction? Please leave them in the comments box below.
Updated On: 24 Mar 2016