Encourage
face-to-face meetings.
Customers find it easier to relate to people they have met or can
meet in person compared to people they simply deal with via email
and telephone. If you plan to do a customer satisfaction survey,
meeting face-to-face can be very helpful. You can gain insight into
information to include in your survey. Face-to-face meetings can
also be used after your customer satisfaction survey to get more
detailed answers about topics that came up in your survey.
Be
prompt in responding to customer messages.
When you are responding to customer questions or feedback, be
prompt. If you cannot investigate and respond to all matters within
day, let customers knows that you are working on their issues.
Be
friendly and approachable.
Even when on phone calls, maintain a smile. Make customers feel like
you are their friend. Even if frustrated, remain calm, polite and
courteous.
Have
a good customer service policy.
With a good customer service policy, you can keep customers happy.
Ensure that you have key point of contacts for billing inquiries and
technical issues.
Personalize
your communications.
Send out holiday emails and birthday cards. Rather than making them
generic, personalize them with customer names and things the
customer would like. These actions demonstrate that the customers
are important.
Exceed
expectations.
Rather than just meeting expectations, exceed them. Go above and
beyond to make your customers happy. Listen to their feedback from
customer satisfaction surveys and go the extra mile.
Honor
your promises.
If you make a promise to your customer, follow through. This shows
that you can be trusted. In turn, customers will have more
confidence in your company.
Ask
for feedback.
Even
if you think you are doing everything right, always ask customers
for feedback. A great way to do this is with a customer satisfaction survey. There is always room for improvement.
