10 Tips for Achieving 100% Customer Satisfaction
Posted by ICCS BPO on Wednesday 15th of November 2017
1. Speed of closing a problem/issue is very critical. Customers expect a 24 hour response time. They are delighted by hearing from you within 6 hours and amazed by a 1 hour response. The faster you respond to your customers the easier it becomes to close a sale or solve their problem. Failure to return a call or email is inexcusable and adds dent on the relationship and trust.
2. If you don’t have an immediate answer, quickly inform the customer that you are working on their enquiry and will get back to them soon. Always close the loop!
3. When responding to a customer complaint always begin by assuring the customer that you will fix their problem. This immediately removes the adversarial relationship that can lead to messy and expensive confrontations. Denial on a call is a BIG NO!
4. Always offer the customer choices and options. This is particularly important in problem situations. If you offer your customer three or more possible solutions they will feel included in the eventual resolution. Also, you will be surprised at how often the solution selected is not as expensive or burdensome as the one you thought they would demand. This also builds relationship and trust with the service provider and the brand you service.
5. Never answer a question by telling a customer something is “company policy.” All responses must make logical sense to both you and the customer. If you can’t reasonably explain the company policy either you need more information or the company policy needs to be changed
6. The object of problem resolution is not to “satisfy” the customer but to “pleasantly surprise” them by going above and beyond their expectations.
7. Mistakes and problems always result in opportunities to create long-term loyal customers by exceeding expectations.
8. Transforming an “angry” customer into an enthusiastic advocate is always worth the cost. These are called successful calls!
9. The resentment felt by an inconvenienced or frustrated customer can be transformed into gratitude and long-term loyalty with a small gift or complimentary offer – especially when the customer realizes that the circumstances were beyond your control.
10. Unhappy employees cannot create delighted customers so always keep your employees motivated and charged up.
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