3 Ways To Improve Customer Satisfaction

11

If you are a B2C (business to consumer) business, then focusing on your customer satisfaction is such an important part of your business. It could be what sets you apart from the competition and one day could be what helps to keep your business afloat, so it should never be overlooked. With this in mind, here are 3 ways for you to improve customer satisfaction! 

Have A Dedicated, Knowledgeable Team

The first thing you can do in order to improve customer satisfaction is to have a dedicated, knowledgeable customer service team that people can get in touch with. There is nothing worse than being passed between different customer service advisors who aren’t sure what the answer is. So, put together a team who will be able to help customers as much as possible on the spot, to relieve frustration and to reassure them that if they have an issue, they will be able to resolve it quickly and easily with your team. For example, for a company working in construction plant hire, every project that your customers have will be completely different and will likely need a customised approach. When they call up, they should immediately be able to speak to someone who knows the products through and through. Not only is this good for the customer, but you too, as they are much more likely to have faith in your product.  

Ask For Feedback

Another really simple way to improve your customer satisfaction is to ask for feedback. After your customer has received a product or you’ve finished a service, get in touch with them to ask how their experience was. Not only will this help to show those customers that you care about their experience with you and whether or not they were happy, but it is also the best way to learn about how you can improve your business for future customers. Internally in a business it can be really difficult to put yourself in your customers shoes and think about things from their perspective, so getting real customer input is so valuable. You could also provide an incentive for them to encourage the feedback! 

Show Empathy 

If you do have a customer who has had a negative experience, the last thing you should do is immediately go on the defence. Even if you don’t agree with someone’s opinion off the bat, it is crucial that you take the time to hear them out, listen to their experience, understand in more detail what has happened and then from there, help resolve the situation in a compassionate way. Of course, if you really believe that someone is being out of order, or they have disrespected members of your team, it can be difficult to respond with compassion. However, as long as you approach the situation with empathy where possible, you are more likely to make a rational decision on how to react to the situation. Putting yourself in your customers shoes at this point could help to lead to a completely different outcome than if you were to react passionately when something goes wrong.